CK - good to hear that the powers that be are being sensible.
It's a fair point to make also that, in general, if you're being stonewalled by a total ignoramus in the customer relations department, and you're sure you're in the right (or at least you have the moral high ground) don't be afraid to drop a quick polite email substantially further up the chain. It can go a long way in the right circumstance, as above.