Did you try to ask for a little higher up the "chain of command"?

Usually, that is all it takes. A lot of companys tend to take all manner of decision making away from most of their employees instead of taking the time to teach them how to make a good one. And most of the time, all it results in is frustrated customers.

Talk to a manager, who "can" make a decision, and usually all is resolved.

__________________
Sam

84 300SD 350K+ miles ( Blue Belle )