I bought from Homedics online a shiatsu massaging cushion with heat on Nov.29/10

On Christmas day my husband opened it and it was not working ok, it was making cracking noises and suddenly it stop. It barely worked for less than 2 minutes.


during the next 2 business days (the 28th) I call the company and after more than 10 calls and 20 minutes waiting on the phone on the last call, I explained my problem to the person on the line. She told me that within 2 days UPS will call me to pick it up, in order to replace it.

I waited and waited and waited, and they never called so I visited the company's web page and send them a message telling them that. (the first week of january).

After another week, I sent them another message. After another week, they finaly answered me saying that I should call to the consumer relations department line. I've been trying to do that but nobody answers, the machine tells me that my waiting time is 1 minute (sometimes 3 minutes) but they just never answer. I've been waiting more than 20 minutes on the line and nobody answer!! I've wasted a lot of my mobile minutes waiting for nothing.

I just try to call again and they said that I have to wait 15 minutes, but if when they said 1 minute I waited 20 and nothing...now that they are saying 15, how long should I wait?

At this point I'm not sure if I still want the massager or just my money back!

I know that I can just send the package back to the return center but that means that I have to pay for it and it would cost a lot of money which I don't want to pay because I have the right to not pay for it (the receipt says that if my product is defective Homedics will arrange with UPS to replace it at no charge during 30 days of receipt.)