My attitude on mistakes is that I will always try to forgive the mistake the first time, because the real test of the quality of the people in the company is in how they repair the damage or correct the mistake.

If a company doesn't fix the problem to your satisfaction, then you have a legitimate reason to be very angry. At that point you could always challenge the credit card charge for delivery of a 'faulty product'.

They're not open for another hour this morning. I've got to talk to Kevin this morning anyway, so I can have him call you if you want. That'll save you the phone charges. PM me your information if you want me to do that.