Black & Decker TRO700W Toaster Oven with Convection Cooking

I love my toaster oven but shortly after the warranty expired the "toast" knob stripped out.  I now have noticed from other consumer ratings that is a problem with this toaster oven.  I went online to find out how to get a replacement part.  I was put in touch with Applica...the company that handles that end of Black and Decker I guess.  I looked up the oven in their parts inventory and in wasn't there so the instructions are to call a 1-800 number between 8AM and 8PM Eastern time M-F.  Well...I live on the west coast and I am either commuting on the freeway or at work during those hours.  I cannot call so I need to place an order via the internet.  I e-mailed Applica and told them exactly what part I need including my purchase date and the other information they require and all I got was a "computer generated" reply with the same information.  I explained that the internet was my only option for ordering a part and I got another reply that I had to call the 1-800 number.  What happened to customer service?  I will never buy a Black and Decker item in the future.  Applica is not a consumer friendly company to do business with.