It's summertime, lots of regular drivers and other personel on vacation so things can get very messed up in a very short period of time and the people filling in for those on vacation very rarely have all the training and persistance to follow things through, "It's not their job" so you get pushed back till the "proper person" is back to handle the situation correctly, sad, but true.

Be patient, I am sure things will work out in the end.

Jason
M80 v2
VP160 v3
QS8 v2
PB13 Ultra
Denon 3808
Samsung 85" Q70