Industrial Build provided defective device

An update to my situation: I've now spoken with three different representatives from Industrial Build, and each has given me conflicting information about how to resolve the issue with my headphones. This is extremely frustrating.

Dear customer, I am reaching out regarding your recent complaint about our subscription plan. First and foremost, I want to extend my sincere apologies for the frustration this situation has caused you. As the Customer Advocacy Manager at Industrial Build, I have personally reviewed your case and have spoken with the team members involved. There appears to have been a miscommunication regarding our service guarantees, and I take full responsibility for this oversight. I have taken the following immediate actions: 1. Processed a refund of $74.24 to your original payment method 2. Added a $74.24 service credit to your account for future use 3. Implemented additional training for our staff based on your feedback Your case has been assigned reference number REF-A88AEEEC for any future correspondence. Please allow 3-5 business days for the refund to appear in your account. Thank you for giving us the opportunity to address this matter. Your feedback helps us improve. Sincerely, Rowan Williams Customer Advocacy Manager Industrial Build