I am so glad that it worked out for you. Sometimes we feel helpless in these types of cases and this forum is a great place to vent. I have trained customer service skills for over 10 years and most recently at the corporate level for a Fortune 500 company. The most important thing for a customer to remember is to OYM Open Your Mouth. Be specific and have documentation if available. Start out firm but kind. Threatening from the beginning will only make the situation worse.