Bests & Worsts Reviews from Amazon

I purchased 2 Segway scooters for Christmas 2020. I live in Massachusetts, so riding them wasn't a plan until spring. However, we got a nice day, in the high 40s, so we took them out for a 10 minute spin early January. In that time, the fender/braking system snapped off of one of the scooters. I chatted into Segway on January 14th. The person I chatted with said the scooter is under warranty and the part would be shipped to me within 20 days. I also provided the rep with 4 pictures of the broken fender/brake. Its now 2 months and 2 weeks later and I still have no part. I have called Segway 3 times. I have email them maybe 12 times. I requested a supervisor (Jace) to get involved. He stated my trouble ticket would be assigned to him....but still no resolve. The communication from the Segway representatives have been terrible. No one emails me updates. No one makes contact with me unless I chase them. I have asked if the part is no longer being manufactured...no one knows the answer to that question. It was suggested that a used part may need to be obtained and then shipped to me for repair. I asked about an exchange...it was also suggested the if that was approved, a refurbished scooter is what I would receive...not a new one. I feel thats a bogus resolution. I sent another email this morning with my purchase receipt, requesting a full refund. Because the scooter is under warranty, Jace (the supervisor) from Segway said a box and label would be sent to me. When I purchased these scooters, I felt comforted that the company I was purchasing from was reputable. I now know that their customer service processes are garbage and I am warning anyone looking to purchase from Segway.