NO customer service!

I have been using Mac makeup for 17 years now, never had an issue. It is expensive, but a great product. However, on black Friday in November 2018 I bought quite a few things (seeing that it was on special), amongst which was a black eye pencil. I still had an eye pencil that I was using at the time and only opened the new one the last week of January. I used the eye pencil maximum 5 times, I only used that top part that sticks out before you have to turn it out for the first time. But alas, the pencil doesn't work. I tried everything. So I emailed customer services and asked them to please send out a rep to come and check the pencil. But all I got back was a lousy email to say they have a thirty day return policy and that I can take the pencil to the nearest store if it was bought within the 30 days. Which had obviously lapsed. So I emailed them again to ask if they're not going to send a rep. But not even a response. This is extremely disappointing to say the least.