Sorry to hear about your difficulties. I called several times throughout the process so they may have marked me in their system. I was polite and simply asked what the status was and why. After about a week of checking online and seeing the "waiting for parts" was to call and ask to have my case "escalated". If I remember right customer service took my number and had the "escalation team" call me back. I didn't even have to ask why a repair center would be waiting for parts. To be fair to the repair center this did take place over this past Thanksgiving. Hope this helps