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I can see why you are pissed, but why didn't you pick up the phone and call someone on friday when you first heard about the problem?
it's too easy for emails to get lost in the shuffle of things, that's why it's always better to call first, and then email if you need to send pics and stuff. At least that way, they know to look for your specific email.
That said, I hope they send you a new shock soon.
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