POSITIVE GRID Spark amp , spark40 Poor Customer service

I purchased the Spark amp through reverb waited two weeks for it to get to me i turned it on played for an hour sounded great. I turn it back on only to hear nothing but static just aloud humm without the my guitar plugged into the jack. so i started troubleshooting tried everything updating firmware to factory reset different guitar cables spent hours trying to trouble shoot the amp.. so i finally reached out to positive grid and were emailing there response is in a slow timely manner theirs no other way to contact them but through email. its frustrating, but ive described my issue sent them a video and Ive done research on my problem through forums and google search, come to find out this problem is a KNOWN ISSUE MANY OTHER SPARK AMP CUSTOMERS EXP[EXPERIENCED THIS THIS SHOULD AUTOMATICALLY BE REPLACED ITS RIDICULOUS YOU PAY $300 FOR SOMETHING JUST WAITING FOR IT TO BREAK .

If its a known problem and positive grid knows about why do they have to have there customers go through a hassle to even get someone to respond to you and when they do they take forever to respond. I feel like Ive been robbed. here is an example of other people having the issue same exact issue as mine https://forum.positivegrid.com/topic/4108/input-just-stopped-working