Brother USA Warranty sham

In the past I had purchased several Brother Office machines. Ran well for years. This past Christmas I purchased multi-function units for each of my kids/grandkids families, for home/school use. Right out of the box they failed to work. Brother customer service is only open during regular business hours and plays the on-hold game, trying to wear you down, to cause you to give up. Took 3 very long phone calls. The last call was more than an hour long actually speaking with a customer service rep. Was told that they would expedite a warranty replacement. That was 11 days ago and still haven't received the product or a tracking number. Today I decided to use their online Chat feature to follow up. I provided their Incident Number to the "customer service" rep. He keeps telling me I need to be patient and keep waiting while he "researches" my issue. Even with his previous Incident Report Number he had to re-verify my contact info and problem. Now, after wasting an hour in the chat, he says they want me to initiate a new claim all over again!
Instead of taking my complaint he just keeps asking me to wait and then apologizing for my trouble.
This one time good company is now a clown show.