That kind of screwup demands a FedEx overnight shipment to make it good, plus something else in addition for the hassles you've had, like an additional free plugin or something (I like the Elder and Bollinger products).

I own a service business, and when we screw up, we make good immediately. If something goes wrong and we either don't make it right the first time or not in a timely fashion, we not only make it right, we refund the original purchase price (letting the customer keep the product) and in addition offer additional products/services at no charge.

We want our customers delighted, not just satisfied, and we respect their effort, time, money and commitment to our products. If we don't come through on the mutual transaction the first time, we do whatever it takes to fix things to once again have a delighted customer.

As for Equis, I can't speak for their customer-satisfaction policies. If they make the effort to read this thread, perhaps they can.

One thing's for sure; for a trivial initial problem like yours the solution takes hours, not weeks.