Was your $200 paid via credit card? If so, get their attention by calling your credit card company and telling them to reverse the charge. Or just threaten to do so. Be assertive with whoever is on the phone, and tell them you're going to reverse the charge unless they find your unit (or ship the replacement) *while your are on the phone*. If the person who's handling your call won't pass you on to someone more senior, hang up on them and call again to get someone else. This is the ONLY way to deal with these front-line customer service people, who are rated on how quickly they can dispense with your phone call, NOT on how they serve the customer.