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Hovis
@hovis you could try organising a visit to Canyon UK, their office is on a retail park in Chessington. I had an issue with my Acros headset; I didn't even have proof of purchase, but after conversation with someone on their online chat system, they sent me a free one in the post, and when that didn't turn up, I just organised to go down there and collect it and they were more than helpful. The initial free one eventually turned up too, I have hence found them nothing but helpful.
Speaking to actual people face to face means they often don't have the chance to take the "computer says no" approach. Just a thought and maybe worth a try!