Dude, I would've ripped that guy/company a new a$$-hole! And before I did it, I wouldn't say, "Excuse me good sir, but I'm about to rip you a new a$$-hole. Please forgive me." Way too polite. As crappy as the saying is, 'Nice Guys Finish Last' is sadly so true. I used to be all polite about everything all the time (after all, Canada's the poor man's UK) and I'd get nothing in return, but a few years ago, I said enough of that. Now I don't deal with crap customer service anymore and I almost always get what I want when I want it now.
I can't imagine a company destroying my most prized possession. I'd go full-on beserker rage on that company! I truly wish you the best of luck with this, bud.