Not honoring warranty

I am wondering if anyone has had this problem. My cable/modem was deemed by Netgear to be deffective. They had me pay in advance for shipping. They shipped the product which has been at the FedEx location in Holbrook AZ since December 5th. They are refusing to send me another. All they keep saying is that it has been escalated. They say I have to wait. I have been waiting ever since. They say there is no one else I can talk to. Does anyone have a contact that I can get to. I have been a loyal Netgear customer for many years. I'm not sure what happened to the customer service. This is not a cheap modem I paid $300 for it. I would expect for a company like Netgear to take care of their customers.