yea, the more i examine this, no amount of sharpie or breaking in will ever fix this one. here is my game plan
1. wait and give the maker a chance to respond
2. reach out to paypal and amex
3. if i lose the dispute, then i will look into finding a professional to fix it (i guess this is the last option)
I think now you are on to something. As a sidebar, I am always amazed that folks would tell you to repair a defective product yourself or accept a product that is clearly defective and does not operate properly. I am a service provider myself, and I WISH my clients were so tolerant. If I did an $800 repair and it didn't work (or even work well) there is little doubt I wouldn't be paid. Actually, none.
Anyway, I think you should contact AMEX and let them work their magic. I buy nothing online anymore, regardless of the vendor and their reputation if they don't take AMEX. I use it in my construction business to buy anything from tools to office equipment and they have helped me countless times.
I have tried to get MasterCard to help me with disputes (wrong product shipped to me) and they were worthless. When a vendor wouldn't stand by their warranty, MC was of no help at all.
I have had my AMEX card for almost 35 years and take it from me they are much more aggressive. Over the years, all I had to do to get them involved was to provide written proof (all they way back to snail mail!) or emails showing I made an honest attempt to allow the vendor to remedy the situation. They wanted two attempts, each one giving the vendor enough time to reply and offer a solution. If no solution was at hand, then AMEX contacted the vendor on my behalf and gave them one chance to make their case and remedy the problem. Usually, that works.
One time though, it did not. The vendor ignored AMEX's demand to repair or replace my defective item. They gave him 5 banking days. Then they pulled all the money I spent with the vendor out of his bank (directly) and credited my account. AMEX's only caveat was to record me saying that if the vendor sent me an RMA authorization and a prepaid shipping tag that I would send it back.
He called me a few days later and literally screamed at me on the phone. I told him to put his thoughts in writing to me and mail them. He called back one more time and screamed some more and called me all kinds of names. He never sent me anything else. A year later I repaired the defective product and put it in service and kept all the money.
You have some tools at your disposal. AMEX can guide you through this, and let them know what you have had to do so far. Don't take this kind of arrogant disregard lying down.
Robert