Hamilton Beach Brands review: Customer service

In late 2017 I bought a Hamilton Beach electric kettle model # MODEL: 40866C. Around May of 2019, the kettle started showing problems. Within a matter of days, it stopped working. I purposely bought a bit more expensive model and a better, trusted brand so that I could enjoy it longer. I called in June; was on hold for one hour so I hung up. Called again in August; was on hold for 1.5 hours. I left a message as requested. No one called back. Called in September - 2.5 hours on two calls same day. First call after 1.5 hours spoke with a rep. She gave me instructions: send a pic of bottom of kettle to them; pick a model for $64.99 or less; there will be $10 shipping - once decided call them back with reference number so that they can place the order and take the credit card info for shipping charge. I looked over and found a slightly higher priced model for which I'd have to pay additional $5 as it is a more expensive model. Same problem again; I was on hold for an hour. I left a message, I sent an email and sent message through Facebook messenger. No one called back. Few days later I got an email saying I'd have to call them to place the order. I work full time during the day time; how do I make these long calls? Finally end of September I managed to place the order and I was told that I'll receive the replacement in two week; they even took $15 ($10 for shipping and $5 for the model difference) from my credit card. On October 14th I sent an email asking for the status; I rec'd a nonchalant response on Oct 16 that the item was out of stock and it will be shipped out when available. They didn't bother to let me know until I asked! I was very upset to say the least; I asked to have a manager contact me, the response to which was that i needed to call the unbelievable customer service number to speak with a manager! Thank you Joanna for that email. To date I haven't received the replacement or an update.