Razer Kraken Ultimate - Failed but under warranty

I purchased a Razer Kraken Ultimate from a Best Buy that comes w/ 2 year warranty from the Razer manufacturer. The other day one of the headphones stopped working from what seems like an internal wiring issue. I love the product, I always suggest it to my friends, and I would like to just exchange it for another Razer Kraken Ultimate. I was told by Best Buy support that they could exchange it, but when I went there they told me I had to do the exchange through Razer. I have the receipt from Best Buy, the purchase was made in December 2021. I hope we can resolve this, I'm a huge fan of Razer and your products. I have a case open w/ Razer support but I have not heard back in a few days. Was hoping there was a phone # or email I could use for a faster response. Case # 220607-002340