I would ask for an owner or supervisor, screw that. I can clearly see it, and newegg is obligated to replace it for you. They tried to stick me with a faulty CPU a few years back, and I wrote a well thought out, finely composed letter on resellerratings.com and one of the owners called me, apologized, and mailed me out a new CPU overnight. A lot of times, it's just a matter of moving far enough up the ladder that you get someone's attention. Their customer services reps are a joke 70% of the time. I dunno if they're encouraged to just blow people off and work to screw them, but it doesn't help their situation. I've personally spent in excess of $30,000 at newegg over the years, and if I get something I'm not 100% satisfied with, I expect someone on the other end of the phone that is all about me being a happy, returning customer, because it's only going to take one round of "stick you with $60 shipping charges to Taiwan on a defective LCD" that will send me running over to zipzoomfly or monarch the next time.
Oh, and don't be afraid to get a little loud. I'm not saying to curse or degrade the rep, but let them know you're not even a little bit happy that this situation. I've learn over the years that if being civilized won't get you results, it never hurts to get pissed.
One time my wife ordered 2 sets of these dishes during a great sale that she really liked at amazon. They kept pushing the ship date back, probably 5-6 times, and then, 4 months later, they cancelled. I called their customer support, and the first thing I said to the guy was, "I just want to let you know I'm super-pissed, and it's not your fault, but you're going to hear about it anyway." By the time I got off the phone, I had the dishes re-ordred, and got them for free. That's good customer service, and I sent a letter to amazon complimenting the rep for the work he did to resolve the issue.
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