Have you called them to explain the problem and see what they want to do to fix the issue? If so, and you're still unhappy then fair enough. If you haven't, I believe a phone call to John or Mark will get things squared away and would be the diplomatic thing to do. I would post here only as a last resort. No one here can solve the problem. That's for sure.
Charles
x100. Absolutely agreed. Call them, they are an extremely helpful bunch. Contacting the company BEFORE posting on a public board will probably yield better results.
Not saying this shouldn't be posted - but I would do it as a later/last resort, not first.