jrlawt,
Wow - sorry to hear about your experience and the way it was handled when you contacted Customer Care. It is obvious to me from reading your post that the matter was not handled to your satisfaction, so I don't blame you for being upset. If you'd like, I'd be happy to forward this along to the appropriate parties if you could contact me via PM with the six-digit reference number at the bottom of the reply email you received.
Thanks in advance,
AS FF Guru