Great products abysmal customer service.

SMEG undoubtedly have great products, I have a few. Their customer service and after sales service is absolutely terrible. I called into client services today to make a complaint, firstly it is almost impossible to get hold of anyone, I finally spoke to Michelle who is apparently in charge of customer services, she had no time for me, she did not listen the problems I am having trying to find a spare part, all she did was put me through to the service department without an apology, the gentleman there told me he has not been around for a while and did not know what is going on! I think this says it all. Apparently it is a family run business, certainly does not feel like that from a customer point of view. So in summary great products terrible service.