Did you try taking this issue to social media such as nautical stars facebook page? Post a short story and pictures and see what the reaction is. A company getting bad exposure on their own page is something they don't want to deal will. I did this with At&T. They had lied to us about a payment plan we were supposed to receive and told us they couldn't fix it, even after multiple hours on the phone. One post on Facebook and 1 hour later we had the deal we were supposed to get. It may not work in this case, but it could be worth a try?
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