Basically, i actually wrote that it was a gift and it stopped working. I used the cliche "i've tried everything, new batteries, new laptop etc", then i asked them if they could do something. They confirmed they got my request and could replace it for me, the email took a day or two to come. Then they asked in that email to complete the information such as Name, Address etc. I replied, and they said thanks, we're going to process this info. I heard nothing for two whole weeks, i replied back saying "can you not help then? I really need to get this working for college", and today i got an email saying "sorry for the delay, but we've dispatched the product".
Delay could be due to the amount of people doing this, so i suggest, People please don't abuse this too much, order one thing and don't be greedy. Don't want to see the modem scene all over again
Just be patient mate, if you get no response, wait. If you still haven't got anything, forget about it.