I almost sent a letter before but put it off since it seemed like things were headed in the right direction. I'm going to try to get the facts straight from the corporate rep. tomorrow. When we spoke over the phone he mentioned that his notes indicated that I had in fact spoken with the engineer, which is absolutely not the case for the aforementioned reason that I was told it was impossible for me to do so. I'll write a letter once I have all the facts since I'm very unhappy at the way this was handled.