Signal26 hit the magic combo. When you can't get satisfaction or assistance from the lower level, go higher. IMO it's best to go as high as possible immediately instead of fiddle-farting around with middle management. Find the company president and VPs, send them the complaint(s) and wait.

Did that about 10 years ago with Filson after being told by customer service that they couldn't help me with a problem with a computer bag that smelled like ass. When I said "Your company says its products are guaranteed for life" the guy basically shrugged. The company president got my stanky computer bag and a letter in a box that said their guarantee apparently didn't mean squat, the customer service guy wasn't helpful, and if he couldn't abide by their guarantee then to throw the bag in the garbage.

Had a new computer bag within a week.

Go high, go hard when necessary.