I wonder if these companies realize that probably almost all quilters are on some type of quilting board (or are in a guild) and when we have a problem, we post it, and it must make a difference to the companies sales, etc. This board alone goes overseas so I think Northcott (and others) should be careful with how they treat their customers. I know that I read these posts and it determines wheather or not I buy something or patronize a certain company.
Hope it all works out for you, it's frustrating when we get "taken" and feel helpless.