A3 pro 3500 is a giant paper weight

I have spent the last 5 days trying to get the robot to map its a giant paper weight.   Support waits 24 hours for each new check wasting my time and has not connected me to an higher support person.  They have asked me to send videos, logs and then they told me to remove the clear film on the base station sensors that were already removed.  They wont ship me a new one until they recieve the old one and won't tell me if I still am not satisifed with the mower will I be able toget my money back.  I called support got hung up the first time and have been on hold for over 13mins now trying to get to the next support tier so I can move forward.   Now waiting until my night for another response. Is everyone elses mower not working?