Complete lack of response from Home of Living Brands the Russell Hobbs local agent

I own a Russel Hobbs 10 cup coffee maker (model - RHCM5). My housekeeper accidentally broke the coffee jug attachment. I was referred to Home of Living Brands (agent for Russell Hobbs), to purchase a replacement jug. What a nightmare!!!!!! The phones are NOT answered I have called the call center *** about ten times, I have called the local office number in Oude molen, Ndabeni, several times, eventually I went online and found the website that directed me to a email - support center. They claim to respond within 12 hours!!! Well my email was sent on 2 September 2020 and as at 25 September there has been ZERO RESPONSE!!!!!!

Is the message not to buy Russell Hobbs products as there is NO support from their agents, Home of Living Brands??????????