Thank you for taking the time to email us with your concern. Firstly, I deeply apologize for any inconvenience you have experienced in this matter. I have shipped you (express post) a battery for your monitor, it will be there within 4 business days.
What, just a battery? Not a life time supply of free stuff? Not a free university education for my son? Well, at least she deeply apologizes. That's something. No, wait, it's not.
In regards to why the second agent did not know why your unit was being picked up, simply put it was not her file. Her task was open the packages to ship you the replacement part you were waiting for and then to give the defective part back to the original agent. It is up to your original agent to forward the defective product to the appropriate person or department for testing.
That's all very well and good, but if opening and sending mail was this associate's only job, why did it take her two months to get around to my package? And then why did she neglect to send me a battery?
Once again I sincerely apologize for the trouble you were experiencing, and I wish to thank you for your time in this matter.
You are not welcome Heather McBeather!