why is your customer service is very slow?

why is your customer service is very slow? they cant even solve my iPad2's rotten back. they keep on telling me that my iPad's issue should be directed to their supervisor but even their supervisor can't give me options on what to do. My iPad is with them for more than a week now. they told me to call back after 48 hours!

I bought my iPad last Oct. 2011 after few months i noticed that the smart cover from Apple is causing dirt at the magnetized part. then it even took off a small part at the back of my iPad. i bought smart cover to protect my iPad but it cost it have a damage. Im very disappionted.