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Are you pretty sure the store really is an authorized Rotel dealer ? I would expect better treatment than that. Sorry to hear about your problems... but think how nice it will sound when it gets back.

It doesn't hurt to ask questions about how long it will take to get to the service depot and see if you can drop it off there yourself if it happens to be close. I find boxes tend to spend a lot of time sitting on a shelf in the back of the store before they get to the depot...