How can i get a missing key for my Chroma Ornata???

i have been working Razer to get a key replaced on my keyboard and seem to be getting slow responses and the run around without getting this resolved. i dont get the impression that the people i am communicating with seem to have any understanding of the product or how to help. is this just how Razer is? or am i not getting to the right people. if anyone knows how i can more easily get this resolved, please let me know. thanks