Apple Support - HomePod Issue Unresolved

As someone who owns more than ten Apple devices - my recent purchase of the HomePod has been an ABSOLUTE NIGHTMARE ! While I can understand that electronic devices sometimes have faults, the Apple Support infrastructure setup to assist customers is completely dysfunctional !!

Having purchased the the HomePod at an Apple Store in New York, I brought the device back to the UK, and managed to configure and enjoy the sound for around 30 minutes before deciding to upgrade the iOS on the HomePod (as recommended). During the process, the HomePod froze and I wasn’t able to reset the device to its factory settings.

Upon contacting Apple Support, I was advised to send the device to the Repair Centre and was provided the packing material for the shipment. Since sending the HomePod to the Apple Repair Centre (at my personal cost), there have been no response back from Apple regarding the status of my device. Every attempt to contact Apple Support has been met with delays and no straightforward answer. Is there any way to contact someone senior within Customer Support in Apple ?