Convoluted customer enquiries at Samsung

I want to ask the people at Samsung if they have ever tried to act like a customer and try and find information on repairs/parts for mobile phones. The information on their website does not match reality. I called numbers provided, exhaust my talktime going through registration processes, only to be told I have to phone another number. There I am once again referred to someone else. After spending about an hour I am still none the wiser. Samsung, do you realise how convoluted your processes are? All I want is to fix my cell phone. For a number of reasons I cannot take it in to a repair centre so I want to order a spare part. Why is that impossible?