Hi,
Firstly, I apologise for the problems you have experienced & I apologise we couldn't resolve the matter in a timely manner we are currently rethinking our customer service system to make improvements, one of the recent changes is to establish a US-based agent to assist with repairs. This took some time but is now setup and seems to be working well. However it still takes time.. I think it's worth pointing out that myself and my agent are literally just two guys who work from our garages in our spare time.
Moving on, From time-to-time products do fail, I promise If I lived near you I'd personally come to your house to help you out.. but I live very far away, in another country, so have limited ability to provide rapid assistance. Unfortunately, most of the options available to resolve this issue require you as the end user to do physically something! If you don't want to do anything you will be left feeling frustrated and I fully understand that but that's life.
Also, I would recommend that you don't try to do a charge-back with your credit card company, firstly that is fraudulent and you could be slapped with some kind of legal action for acting that way and have a permanent black flag against your personal credit rating. Also, it's not really fair or reasonable, in my opinion, this kind or recourse is simply unacceptable adult behaviour. I will gladly provide evidence of shipping and email correspondence to your credit card company proving you do in fact have the product, that I am assuming you are claiming, you never received in an effort to get your money back.
Here are your options.
1. Return product to Australia for full refund. You need to send it via sea shipping
2. Place an order for a zero dollar part to log your address & issue in our order system, so we can send you parts. (I am fairly certain I told you this in your first email, if not I apologise) http://www.enertionboards.com/how-to-build-eboard/custom-board-upgrade-charge/
3. Send the battery to our US-based repair agent for repair under warranty (new option)
4. Repair it yourself & bill us for the cost. Replacing a switch is very easy and we would gladly assist with instructions. (I am fairly sure I told you this in your first email, if not I apologise)
5. Finally, I will find a buyer who wants to buy a faulty SPACE Cell at a discounted price and once they have paid me the money, you have posted it & they receive it, ill give you a full refund.
If you don't feel like these options are satisfactory please write to me, privately or publicly, with your alternative suggestions and I will try to accommodate.
We look forward to resolving this matter & improving our service in the future.