No help from call centre

I've sent multiple emails asking for help to find a replacement hob to replace the dimensions of a discontinued hob (I just want to find out what I must buy to replace the size of the one that's broken). Even though I've TOLD them the dimensions of the discontinued unit, I get the same email back telling me the model is not found. Obviously it's not found! No help from call center agents at all and no initiative to pass the query on to someone in the KNOW!