Unresolved issue with Products Works product

After speaking with Richard Wilson from the Customer Experience at Products Works, I was told they would escalate my case, but it's been 5 days with no follow-up. This level of customer service is disappointing.

Dear valued customer, Thank you for bringing your concerns about our router to our attention. We at Products Works are committed to product excellence and customer satisfaction. After a thorough investigation of your complaint, our technical team has confirmed that there was indeed a manufacturing defect in the batch produced on March 31, 2025. We have since corrected this issue in our production process. As a resolution, we would like to: 1. Arrange for immediate pickup of the defective router 2. Deliver a replacement from our newest production line 3. Extend your warranty by an additional 12 months 4. Include a complementary router accessory kit valued at $238.36 Please contact our dedicated resolution team at support@Products Works.com with your preferred delivery date and time, referencing case number REF-F9915A71. We truly value your business and appreciate the opportunity to make this right. Best regards, James Johnson Client Relations Director Products Works