Pathetic Customer Service

We bought the H12 Dual Wet and Dry Vacuum from Dreame. Great product, but the customer service has been lacking to say the least. Our unit fell and broke and we have been trying to determine whether we can replace the broken unit or whether we would be better off buying a whole new vacuum. The 'Support Specialist' has thus far been unable to tell us whether Dreame has a unit that we can purchase. It's been 3 weeks. Absolutely pathetic customer service. Would not recommend.