Skeeterboard Bad Hoverboard and even worse customer service Internet

I gave my granddaughter a hoverboard for her 11th birthday - within a couple of months it was broken - my son seemed to think it was the gears.  He tried contacting Skeeterboard direct without my knowledge but they would do nothing without the order number.  They have the worst customer service department ever and really do not want to help you.   I did not keep this information but after some investigative work I found that the payment was taken through Amazon and after calling them they gave me the number of the original order (strange Skeeterboard themselves couldnt find it but Amazon could!) and Amazon even contacted Skeeterboard telling them that the hoverboard was faulty and could they take care of the situation.  That very day I had an email to say they would be contacting me with information on how to return the hoverboard.  That was a couple of weeks ago and as yet I have heard nothing more from them.  So I decided to send another email asking them what I should do.  They send me another email saying that they thought they had already sent me an email telling me how to send the hoverboard back but they would send it again - WHY did they not just send it then I do not know.  I am getting a little tired of getting the run around and there is an 11 year girl who would very much like to get a hoverboard that will work.