Bests & Worsts Reviews from Amazon

We purchased this Fire Escape Ladder from Amazon a few weeks ago. We opened it up to test it and found out that the ladder has no locking mechanism. You can try to secure it as much as possible, but it still slides up and pulls out. If you always have someone strong enough to hold the ladder in the window, you may be fine, but in a fire everyone needs to get out. This is NOT SAFE. Our windowsill was 6" and within the compatible range. We called First Alert and they offered no product support, but just said to return it. We did, but now what are we to do? We also attempted to leave feedback on the First Alert website, but not even that works.