How do I get in contact with customer service?

I know the customer service for this company is notoriously bad, but still exists. I received my phone in the mail but it has a factory defect and I have been waiting more than two weeks to receive contact back from anything other than ai. I have used their chat service and the system says my case was referred up to a human but I haven’t had any further contact.

Do I just need to call it a loss and pursue some other sort of refund/return situation? I’d really like to use the phone but it is broken. It constantly thinks the e button is being pressed, making using the phone completely impossible.