Need to get replacement on order

I had been working with Mercedes S yesterday to order a replacement machine but I still have not been able to do this. She asked for a few photos which I sent, but I have not heard back. I need to get the replacement on order. I cannot afford to waste any time. Your phone system plays music at me for 40-50 minutes then hangs up. How do I go about moving forward and getting this shipped?

Please, this is the busiest part of the year and I need the machine!