MagSafe Power Adapter Recall Program and poor Apple Support

I'm looking some guidance from the community, and preferably a reply from a Senior Supervisor from Apple Support.

Back in March 2022, I had submitted a ticket for support with regard to the MagSafe Power Adapter insulation fraying.

A family member experienced the same problem and immediately Apple replaced hers at no charge.

Initially, I'd provided 2 links from Apple - 1) Recall of the The Apple Power adapter cord replacement program and 2) Apple 60W Magsafe Power adapter.

https://support.apple.com/en-us/HT204551

https://www.apple.com/hk/shop/product/MC461B/B/apple-60w-magsafe-power-adapter-for-macbook-and-13-inch-macbook-pro

The first link explained more details about the recall program, and the second stated that the Magsafe Power adapter is NOT supposed to fray:

"The 60 Watt MagSafe Power Adapter features a magnetic DC connector that ensures your power cable will disconnect if it experiences undue strain and helps prevent fraying or weakening of the cables over time."

According to this, the power adapter is not supposed to fray! and hence why there was a recall program in the first place.

Now, I've talked to and/or chatted with about 15 people at Apple - by phone and live chat.

Each and every time, I had requested to speak to a Senior Supervisor. By phone, I am put on hold for a minimum of 25 minutes before reaching someone. Each and every time, an advisor says that they will put me through to a Senior Supervisor and then either: puts me on hold for too long, until I gave up and hung up or via chat will tell me that a Senior Supervisor will call me immediately but then does not.

No Senior Supervisor from Apple ever reached out as scheduled - not by phone or email!

I just receive multiple generic Apple Support emails saying that "We tried to reach you" or "We're trying again to call you"

I have wasted so much of my time over this. Plus, I don't think it should take 8+ weeks to resolve this and receive a replacement. Don't you agree? especially when Apple replaced my family member's MagSafe adapter quickly (under the same recall program), and at no charge.

Could someone who please offer some advice on what to do next? Thank you in advance.