Review Call centre has no authority to adapt policy

We bought a Steam Mop in December 2020 for a new house. Carpets were brand new so no need to use it at all until a about 2 weeks ago. Opened box. It heated up but won't turn on. It has never been used before and is faulty. Surely a well run company, trying to keep customers happy, would work with customers and replace for one that works? My BRAND NEW one could be repaired and resold. I'm unable to get the Managers email. I am forced only to deal with a Call Centre who have no authority to use their discretion. The fault would be a small repair. Verimark will lose a customer. Not good customer service.....