Did they say what kind of finish it is?
I would get it back and see what aftermarket finishes are available to salvage it.
You should send in a general "contact us" type email and have it directed at a different department to see if it lands in someone elses mailbox and gets attention. Maybe go to engineering to see if they will evaluate the product. Or product management instead of service.
I'm sure you will get better reaction from a different direction.
