Every time I get fucked-up support dead-ends like this now I go to war against the management of that company. I pay to get hold of all the home phone/cellphones/personal email addresses of the highest position employees I can find and bug the shit out of them until one of them capitulates and gets a minion to fix the problem.
I just harassed the C-suite of a unicorn that wouldn't give me a refund for something that wasn't delivered. "We can't give you a refund because FedEx says it was delivered." IT WAS DELIVERED TO SOMEONE ELSE AND THEN FEDEX COLLECTED IT AND RETURNED IT AS YOU CAN SEE IN THE TRACKING LOGS. "Thank you for your e-mail. As the package shows that it was delivered you will need to take this up with FedEx. I cannot help you further with this enquiry." A weekend of texting and emailing the management and now suddenly I have them giving me their corporate email addresses and a promise to have it fixed after the holiday.
I just harassed the C-suite of a unicorn that wouldn't give me a refund for something that wasn't delivered. "We can't give you a refund because FedEx says it was delivered." IT WAS DELIVERED TO SOMEONE ELSE AND THEN FEDEX COLLECTED IT AND RETURNED IT AS YOU CAN SEE IN THE TRACKING LOGS. "Thank you for your e-mail. As the package shows that it was delivered you will need to take this up with FedEx. I cannot help you further with this enquiry." A weekend of texting and emailing the management and now suddenly I have them giving me their corporate email addresses and a promise to have it fixed after the holiday.