I have had a similar type of problem with customer service not taking it very seriously. After a month of getting the run-around I called one last time, gave them the case number, and cut them off mid sentence to say, "No, I just need to know the best contact address to send correspondence from my legal counsel". I got a phone call two hours later asking where to send a replacement product and a return label for the original product so they could inspect it to find the failure mode.