End result: someone higher up the ladder told me the exact same thing that I was told when I first tried to return the parts. There wasn't even a hint that they might consider taking back the parts. They just wanted to tell me they were sorry that I was unhappy with the situation. This was supposed to make me feel better? My suggestion to them: If you're not going to do anything about a problem, leave it alone. Contacting disgruntled customers but not giving results will not improve the situation.