You have to keep at it DMcG.

When I left Bahrain years ago a large crate of personal effects went missing. The Airport blamed the shippers, the shippers said call the insurance company and the insurance company said call the firm I worked for.

Well, as I had received two out of three crates from Heathrow, I decided to get serious with them. I called and was given a brush off, I called the same number again and again and, after about twenty calls, the same operator was nearly in tears. She finally said, 'I suppose you could try imports tracing' and gave me their number.

I called them and a very polite guy said He'd look into it, give him a few minutes. I went an got myself a cup of tea, three minutes later, he called back and said "I've found your crate"

Ya just have to stick at it and don't take no for an answer.

More recently, my Sister in Law bought a kitchen stove with an induction stove top. It was absolutely useless. It took me three days of phone calls to the manufacturer before they agreed to give a full refund.