Dear Customer Service Manager, I am writing to express my dissatisfaction with a recent purchase I made from your store, Green Valley Electronics, on March 15th of this year. As a long-time customer who has always trusted your brand for quality products, I was very disappointed with the experience I had this time. I hope that bringing this issue to your attention will help improve your service and prevent future problems for other customers. On the day I purchased the product, I chose a 55-inch Smart LED TV from your online catalog. The ordering process was straightforward, and I received a confirmation email within a few hours. The estimated delivery date was listed as March 20th, and I was pleased to see that your company promised prompt service. However, the delivery was delayed by three days, and I only received my package on March 23rd. When it finally arrived, I noticed that the box was slightly damaged, with a noticeable tear on one side. I was concerned that the damage might have affected the contents, so I carefully checked the TV for any scratches or defects. Fortunately, the TV appeared to be intact and turned on without issue. However, after setting it up and testing its features, I discovered a problem with the remote control. The remote was unresponsive at times and needed multiple presses to register commands. Additionally, I noticed that the picture quality was not as sharp as I expected from a brand-new device. Colors seemed dull, and there was a noticeable flickering in certain scenes, especially when viewing fast-moving images. I tried adjusting the settings as suggested in the user manual, but the issues persisted. Concerned about these problems, I contacted your customer support hotline on March 28th. I was placed on hold for more than 20 minutes before speaking with a representative. I explained the issues with the remote and the picture quality, and I was told that these could be due to a defective unit and that I could arrange for a replacement or repair. I followed the instructions provided and sent the TV back to your designated service center on March 30th. I also included a detailed description of the problems I encountered. It has now been over two weeks since I returned the product, and I have not received any updates regarding the status of my replacement or repair. I have tried calling your support line multiple times, but I either reach voicemail or wait for a long time without getting any response. This lack of communication has left me feeling frustrated and ignored as a customer. I believe that I deserve a prompt resolution to this matter. As a paying customer, I expect to receive a fully functional product and timely assistance when issues arise. I kindly request that you prioritize my case and provide an update on when I can expect a replacement TV or a full refund. I hope that your company values customer satisfaction and will address this complaint promptly. Thank you for your attention to this matter. I look forward to your swift response. Sincerely, Jane Miller

Answer the following questions based on the passage above.