Faulty Kyvol S31 delivered and lack of support

I bought a Kyvol S31 online, which firstly indicated that if you buy it in the morning it will be same day dispatched (also took the express delivery option) on top of that. When it arrived it was faulty - I tried to reach them via phone, which they told me to log a ticket, which I did on Saturday morning, with no response received by Monday morning yet, I phoned again. The answer for all the delays are that they not open over weekend, but they sell a 24-hour online-technical support with the Kyvol. I logged a second ticket, with the first response being received on Monday afternoon, just requesting the error message which I added to the ticket in the first place. Yet another day has passed, leaving me at exactly the same place where I started 5 days ago, regardless of me purchasing the online-technical support, with a faulty Kyvol S31.