Arlo Pro 2 trouble getting RMA

[Wdldsesps]

As we all know Netgear had a big security breach over Memorial Day Weekend 2018.  Took days for the systems to be back up.  For our system, it never functioned after that.  It was on, had still frame, but no video.  After hours on the phone with technical support person from somewhere else in the world, with the ability to only read what is on their computer screen, they finally just emailed us instructions to reset the entire system and basically start over.  That did not work -- base unit won't reset.  Called back.  They want to go through all kinds of things again.  I told them "no" I was not going to help them solve their problem anymore.  Send me a brand new unit via overnight service.  This past Monday, 6/11, I was promised it was on its way, and that I would receive an RMA email with instructions how to send other unit back.  Received the RMA instructions but as of today, 6/15, our replacement unit has not arrived, nor can any human with Netgear tell me where it is or provide a tracking #.  After being on hold every day this week, for at least 30 minutes, they tell me an advanced specialist or RMA person has to call me back.  Have not received one phone call.  Why is this so difficult for them?  I have searched online, with no success, for their North American RMA Center Location or phone number -- no luck.  Does anyone know how to get to these people directly or get real answers from a US-based person that can actually help and not just read prompts from a computer screen?  PLEASE HELP.  BEEN WITHOUT SECURITY SINCE MAY 25TH BECAUSE OF NETGEAR!!!!!!!!!

[Wdldsesps]

UPDATE:  It's me with update.  Finally received my actual RMA# from customer service person on phone.  Searched "status of rma".  Doesn't even find my RMA#.  I have now been on hold with her for 47 minutes.  Where did she go?  Lunch?  Who knows.  Told her I wanted to speak directly with someone at the North American RMA Center.  Will see what happens.