Was told I'd receive a warranty replacement for my faulty Innokin Coolfire Z80 but it was never sent.

Was told not to use my faulty device and that I'd be sent a replacement due to a faulty USB C port but I never received a replacement and support will no longer respond even though my ticket is open. It's now been two months and no replacement or response. Can I get a little help with this? I can provide my ticket id #.