Week to make a return?

I received a defective Blackstar HT-5 amp head on September 10th 2009. I immediately called to ask what was wrong with the product. I was told to call back the next day to talk with an "amp specialist." This "specialist" had no idea what I was talking about and had little to no knowledge of this product or amps at all for that matter. All I was told was "Yes, that sounds broken." So, I was told that I could exchange it for a new one. I went through the questions and finally was told that after the call was ended that I would get a return label in an email and that as soon as I mailed the head, they would be notified and would send me a new one. Here I am 6 days later, with no email and no return label. I called, was talked down to by a customer service agent who was more irritated that I was (even though I WAS the one with the problem) and she told me that it takes 2 days to get a label. I called two days later, was told "I'm sorry, I will have this emailed to you by the end of the day." Yet again, no one emailed me the return label. So, I STILL do not have a return label, I have now ordered a new head to be shipped because I cannot afford to go another day without this head (I am recording an album, paying studio fees daily, but have NO AMP HEAD) Every day I go without this amp I am loosing money. No one seems to even care at MUSIC123. Why is it that Guitar Center.com and Musicians friend will email you return info while still on the call, but MUSIC123 won't? Returns SHOULD NOT BE THIS HARD!!! They sent me a defective product, but THEY are in NO hurry to get it back. Takes two days just to talk to someone, 6 days to get a return label, 3 days to ship it to them, then a few more days for them to ship the product back? You better hope that the products you receive from this company are not broken or damaged, because it will drive you insane trying to get it fixed or worked out. You are the one who goes through hell, and when you begin to expect some kind of remorse or apology, forget about it. All you'll get is someone who thinks they know better than you and talk down to you. Today I stop telling my friends, family, and work associates about "how great this company is" and start telling them how big of a pain in the ass they are. I will never use this place again.