Viper Ultimate broken and Razer Support never respod me plz help.

Hi, I love Razer product and I'm newbie here. Recently I bought Razer Viper Ultimate with doc edition(normal one.). But it won't charge with my doc. So, I ask Razer Support to help. I obey to them and did whatever they said perfectly. Sadly my doc or mouse is broken for initial defect I think. The Support person told me to cut my peripheral (usb cable) and take the photo and prove to them. I did what they said. It was shocked to me to brake my lovely device which I payed from my par time job's salary. It was really expensive for me and I cherish this. But suddenly they start to ignore me. Support person said "I escalate this to the different team." then nothing happened till today. I just wait day by day. Why this is happening? Am I wrong? Did I bought fake product or something? Please anybody help me. I want know why they don't respond to me. It really help anybody know about this problem.