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Steve you bring up an interesting point. From my understanding, Tom was the dealer here, correct? If that's the case - why isn't anyone pointing any fingers at TOM for bad customer service?
If I go to wal-mart, and I buy a product, and that product turns out to be defective.... wal-mart replaces the product. Sure, behind the scenes they might take the product back to the manufacturer and get a replacement, but as the customer I never see that. If I buy a pump from al zimmer, and it's faulty - I'm returning the pump to al zimmer. If any sales person told me I had to wait for the manufacturer to check the product, they would be showing themself to be the worst sales person ever. When I was in college I worked nights at a retail store selling technology products - printers, pc's, that kind of crap. If we EVER tried to tell a customer that he had to wait for a manufacturer to replace a faulty product, there would have been hell to pay. As the dealer, it is YOUR responsibility to resolve the problem immediately. The only way a customer should ever deal with a manufacturer is if the problem occurs after months of usage. Looking at this defect it seems clear the problem didn't develop later.
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