Do not give up. Go to the LQS and ask for the owner or manager---they nee to either make it right and then deal with Northcott or your just being in the store with this problem will make them look bad to other customers. And honestly, if they won't help you, then I would not want to buy there anymore. If they won't resolve it, then call Northcott and ask for the manager over customer service. The first person you talk to is just an employee and they cannot make those decisions. If they don't help, then keep asking for the next highest manager/supervisor until someone listens. You should not have to pay for this and should get your money back. Stay tough and firm.