No lights

NETGEAR lb1121 was working great for 2 months until is wasn't. No lights. NETGEAR agreed to replacement. I was given an address to return unit, swap and replace. My device was returned to me due to "addressee moved and left no forwarding address". I called again and was instructed to take a screenshot of tracking msg and email this to an email she provided. Now all I get back is email asking if case is resolved and if they don't hear from me case will be closed in 5 days. They did hear from me and I did as asked. This communication has taken multiple phone calls, complete with transfers to different people on the call.  I feel like I am in a loop. We are unable to use computer without it. Is this company still in business?