Russell Hobbs Coffee Machine Warranty Service Delayed for Over a Month

We purchased a Russell Hobbs Adventure 24010-56 filter coffee machine, and within a year, it started leaking water excessively. Since it’s still under warranty, we contacted the company for service, and they assured us that UPS would pick up the machine. However, we’ve been waiting for over a month, and no one has come to collect it. Despite multiple follow-ups, all we hear is “Sorry, has it not been picked up yet?” A week ago, we were told again that UPS would come, but nothing has happened. Today, the customer service representative told us, “We’re not obligated to provide courier service, you need to drop it off yourself.” Why weren’t we informed of this earlier? This has caused unnecessary delays, and their lack of helpful solutions and indifferent attitude is infuriating. If you don’t chase after them, you’re left in the dark, and even if you do, you’re misled. We’re completely lost on what to do next.