Defective battery on newly purchased outdoor camera, no response from company

Outdoor camera battery malfunctioning or defective.  Emailed customer service with no resolution or response.  Installed system in August this year and battery never held a charge.  Wrote company straight away to send a new battery, system is still under warranty.  No response other than tips on camera placement.  Camera does me no good if it doesn't charge/work.  Please respond.