Business ProfileforAlphaCard

I work at a school and use the Alpha ID card printer to print student IDs. While printing IDs on 8/8/23, a plastic piece inside the printer called the Cleaning Roller Assembly snapped in half. I reached out to customer service and explained the issue. They billed me ****** for the replacement, however it was not the part I needed, It was 5 cleaning rollers, and dye film. However, I needed the part that holds the cleaning rollers.I spent a few days going back and forth with a sales rep, who blamed me for the mistake stating "I would have thought you meant the cleaning rollers too." Instead of refunding me for items I did not order or need, they gave me a 10% discount and a week to use it. Furthermore, I was not allowed to apply the 10% to the actual part I needed.The sales person confirmed on 8/18/23, that the Cleaning Roller Assembly part would be overnighted, and I paid the $31.78 for the part. On 8/24/23 we still hadn't received the roller assembly piece, so I reached back out to sales who confirmed it would be overnight shipped on 8/30. After still not receiving it by 9/5, I reached out again to my sales ********** explained that they do not know what is going on, and said customer service would contact me ASAP. 24 hours later, and I have not been contacted.Our students do not have ID's and therefor cannot get working papers, state IDs, or prove they are students at youth functions.I have paid $133.31 to the company for a 31 dollar part that I ordered a month ago, and haven't received, nor have I received any reimbursement for purchased items. Beyond the monetary compensation, the poor business practices are having hugely negative impacts on the students in the school.