You can reply back to Customer Solutions and explain why you think their offer is inadequate. But if they continue to refuse to provide EU compensation, there's not much you can do short of taking them to court in Europe. It's a European law, so it has to be enforced in Europe. There are companies advertising on-line that will take them to court (or threaten to) for you if they think you have a strong enough case. They charge ~25% of the claim.