My husband does all the tech buying for me, but I do know of some similar issues he has had. The part is supposed to fit, but doesn't; the wrong item is sent (nothing near what was ordered); the part doesn't work, etc. He has always been able to get them resolved.
By the way, I never use the pad on my laptop. I use a track ball, not a mouse. It's much easier and more precise for me.
Unfortunately cases like mine are happening all over the world. Mine was a fortunate one as the fault wasn't mine and was a quick fix because the company was extremely helpful and cooperative.
I am using the pad as well, but like to have a mouse too. I've never had a track ball and checking out to see what's available here and at what price, I suppose I would not own one soon as it's not cheap 😳