Remington, Please Change Your Turkey Customer Service

Please change your customer service provider in Turkey. I did buy a (probably) fake Remington product from an online reseller, contacted customer service, they convinced me to send the product to them. They would change my product with an original very quickly, but never contacted me, never answered my e-mails. They could not be contacted via phone, but after 2 days of trying, I did contact someone. And he only said "The process continues" which is a polite "I don't know". It should not be that hard to be honest in the beginning or in the end. I waited for a month, which is the legal limit by the way. It is like a Kafkaesque novel. They really reduce your brand value.