VKB-SIM

I bought this joy and when i changed the hat switch i realized that this switch didn't work.
I communicated this to the assistance and after about 20 days of correspondence today they tell me to send back all the Joy for the replacement.
I have purchased various products and this is the first time this has happened to me.
Wouldn't it be better if they sent me the working hat switch?
however they have certainly lost a customer.

I don't understand. They offered a replacement, what is wrong with that?

My thinking is that shipping back the whole stick is a pain (and expensive), just ship a replacement switch.