No service, no phonecalls, no parts and no managers at Kenwood/Delonghi

My Kenwood KMix has locked again (In March 2019, and it is now almost June). I have had it for +/- 2 or 3 years, but soon after we bought it originally it locked in the closed position and we took it to Kenwood/Delongi to be fixed (whihc took +/- 2 days). This seems to be a common problem/design flaw.

When it happened in March, we took it back to Kenwood/Delongi near Florida. To date I do not have a formal printed/ written quote, we have been the many times (at least 4) to check progress, because no one ever phones back despite promises, more customers stand and complain and the Manager is never available to take a phone call or come out to meet you because he is busy. I am concerned that they may even consider selling my KMix because it says that goods not collected in a set period will be sold! The last time I was there about 3 or so weeks ago they told me they will order a part. My husband was their yesterday and he got a number... What I want is honest feedback: Can this factory fault be fixed? Is it a poor quality product or is it just not supported? It would be great to get a new KMix... but please stop making empty promises it is expensive and time consuming to keep on going back to check up. I don't think I will ever consider buying Kenwood again