Out of warranty program

Has anyone had issues with returning a controller for the out of warranty program ? I was told to ship my controller back and once received the refurbished one would ship out within 3 days. Item was received and signed for 3 wks ago and they keep telling me it's not there and doing absolutely nothing but same messages stating we are looking into it.. so now I don't have a refurbished one and I don't have my original one so basically you get screwed.