IP,

you should definately escalate your issues to higher powers at NW. Unless you prefer to change to AA anyway, it's a shame to let a couple bad apples spoil the bushell.

There are good employees and bad employees at all airlines (check the AA board where they discuss plenty of those)...whenever done wrong by a front-line employee, or even a customer service "supervisor", dont hesitate to escalate the issue to upper management if it's fairly severe like this one.

VegasAgent said that you were in "the right" here, so you should give some senior NW folks a chance to make it right.