Abysmal Support. Defective chair.

Has anybody ever had any success with SecretLab support? The chair they sent was defective. Notified them within 24 hours of it arriving that the recline handle pushes into the plastic piece above it before the recline mechanism ever kicks in. Attached photos, have sent multiple videos, they just go in circles and circles, and keep saying they do not see anything wrong.

Gaslighting olympics are happening from this company's support team, and all I wanted was my recline lever to actually recline the chair instead of scraping into the plastic piece above it without even initiating the recline mechanism.