I want to return my very defective XsMax. -  received last week.  First email response asked if I wanted a return or exchange.

I want an exchange but want to know how long it will take and what the process is (I thought exchange was not possible based on the website).

No response.

Tried booking a call back on the CHAT (buried very deeply through a digital rep) . I did not receive a call back at the scheduled time this morning.

This phone had a defective screen. It is a brick now- useless. I cannot get a rep on the line because the system insists on sending a text message to my phone WHICH I CANNOT USE.

I need to get this return / exchange process returned.  

Can someone help me please?