CR-M4 replacement pieces

I get my CR M4 printer . Fantastic …BUT
The hotend kit get damaged with a plastic bulb all around and and tried all ways to get replacement part. IMPOSSIBLE to order a new hotend kit.
Even Creality service client is unable to understand my problem. I get answer from robot

Also I have a CR MAX and CR 10S PRO and there are no more hotend kit available on sale.

Conclusion: We have no more chance to proceed at maintenance ourselves…