Poor quality and bad service

A few years ago my parents bought my brother and i food processors . I only opened mine this year , I contacted Katrina from Mellerware to assist . She recommended i visit a service center . I then emailed asking if there will be a charge if that is the case id rather purchase another brand than fix the brand new Mellerware one that doesn't work . I am still waiting for her response on the matter .. This is my first experience with the brand , is bad quality a norm ?