Given that those of the fair sex can be just as clued up as us blokes, it never ceases to amaze me how, technical dept of a company employ people that have no idea of the subject in which they will receive queries. Blokes as well.
I had problems with a Lady at Honda's tech dept and all I got was referred to a main dealer. After many letters I got them to accept my problem could not answered by a main dealer as my query involved steep hills and main dealers were all on the flat. They then reverted back to stonewalling.
I just hope you get your problem sorted as I agree with Culzean, the obvious answers are seemingly being ignored.