Storage manager was initially surprised but then understood the issue and said that he will be personally contacting customer support on my behalf and that I should call him this Wednesday when he will be in store to answer the phone. But usually the store policy is to contact customer support.
That's a shame.
I've only ever had an issue with one thing I bought from them; I just took it back to store and the manager swapped it there and then.
It is a shame when an experience can turn you off a store/brand, especially when that store is generally held in high regard for the thing you are struggling with.
Hopefully they can sort it for you and faith can be restored.