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.
When you see that in order to produce, you need to obtain permission from men who produce nothing - when you see that money is flowing to those who deal, not in goods, but in favors - when you see that men get richer by graft and by pull than by work, and your laws don't protect you against them, but protect them against you - when you see corruption being rewarded and honesty becoming a self-sacrifice - you may know that your society is doomed. - Ayn Rand