Segway Ninebot Bike Kids 18"

Let me get it out right from the beginning: the bike is ok, it is sturdy, nice looking, easy to ride and overall fun. The reason for one star is the customer service. Month after the purchase, while my kid was biking, the brakes handle broke off. Not going to discuss the quality of material, that was in fact sole episode, the rest of the bike, and the second one (i got two, one from amazon, another one from the manufacturer itself) were in tiptop shape. But the amount of hoops i had to go thru to get a spare brake handle is unbelievable: first its almost impossible to reach the customer service, call wait is over 40 minutes, and the emails they are not responding to; secondly, once i actually managed to submit a ticket, they kept silent for a month, a MONTH! i had to call em again just to fin out there was some information was wrong. if only they have reached out to me and asked for clarification, but that would be too much, wouldn't it, segway? and once i actually got all the information they required to them, and after the confirmed they have sent out the part - there is nothing. its been 2 months, no parts, no emails, no calls. Just silent. Even my ex treated me better. shame on you, guys.