Bests & Worsts Reviews from Amazon

Very upset with Amazon right now. I have had my echo since it was released. I pre ordered it, got it after three months of waiting, worked GREAT. Then one day all of a sudden it stopped connecting to the internet. I sent an email, Amazon said they could only resolve over the phone so I set up a call. I sat on the phone for THREE HOURS going around in circles trying the same trouble shooting methods over and over again. I said to the rep MULTIPLE times that I just want a replacement. He insisted that he would get it to work. Finally he said "I think it's your internet please call your provider and have them split the bands in your network" he then stated he would call me back the following day (never called) my bands have since been split on my network and still no connection to the device. I have since then sent multiple emails and every response is "please call us for better assistance" I refuse to waste another three hours of my time doing the same things I have done over and over again and did not work. This has been going on for months now. I JUST want a working device....I am glad to send this device back. Also the cover on the top that covers the interior buttons has come off. I noticed this when I moved the device to my bed so I could clean the stand it was on and when I laid it on its side it just popped right off and will not go back on properly. (Never dropped...I take care of my things) I am absolutely exhausted with this issue. And I am seeking a true resolution!! I have added pictures as well. Please note that it's current position in the photos is not the place I normally keep the device I pulled it closer to the side for photos.