*********** "Customer Service"

I have been trying to reach the head office via email for several weeks now. Each time I make contact with the farce that is "customer service", I am told to phone the helpline. I have explained multiple times that calling the generic helpline doesn't put me in touch with the department I need to contact (product development) and yet the response is always just a repeat copy/paste of the generic helpline number. Is there anyone competent to assist?