Bests & Worsts Reviews from Amazon

I've bought this last September and it stopped working a month after, no steam. Last month I've checked that 1yr warranty is still valid, so I decided to give it a try. I've contacted amazon customer service and was given direct Conair customer service contact. They replied to my email that I have to call so I did. So I spent quite a lot of time on hold and then connected to customer service representative. They asked serial number, my name, last name, adress, phone, email.. Just basic info, but it took a while to spell everything correctly. After that I was told that in order to get a new steamer I have to send them my old one and pay for shipping and I have to agree to to so. I was quite surprised, beacause shipping to Phoenix.AZ going to cost almost the same as a new steamer, but whatever, I agreed. And then I was told that they don't have this steamer right now and they will ship new one as soon as it's gonna be available. As I can see it was available on amazon all this time, and it's been 2-3 and no answer. I've got case number, but I guess it's better to save my time and not to call them again. Overall I liked this steamer when it worked, but as i read other comments other people have the same issue. I could still give like 4* or 5* if it was replaced quickly with new one, it's not very expensive, but warranty is warranty.