Without wanting to sound xenophobic, if you manage to get someone in Ireland on the Customer Service line you are far more likely in getting a deeper investigation/resolution.
All that foregin call centre CS person has done has gone to the computer , looked up the case, and repeated back to you what it says. They won't ever go any further.
It's unusual you havent gotten a reply from Jeffs office team (
[email protected]) - I've not known them not to reply. You really must be on the Amazon s**t list!
My mind wanders what item Hermes did replace the item with...although it could just be operator error at the returns facility. So many plausible options which Amazon seem to be reluctant at investigation. Goes back to what I said earlier, customers are expendable when you have global domination in an ever increasing population.
I was contemplating buying a recondition amazon Macbook - fully intent on returning it as it's merely a replacement for mine while its getting sent off for a new battery
but I might buy it from eBay now. At least your return is guaranteed as soon as it is scanned by the Post Office/courier.