You left out an important detail. You said you "contacted DX Engineering but really, it's not their problem..." What was the response from DX Engineering? I had some Dixie to Go Cups arrive crushed that I bought from Amazon. I didn't contact Dixie or UPS... Amazon replaced the product. See what I did there?
So I read on Diamond website the following: All e-mail is handled by one person, and routed to the appropriate departments. Due to the high volume of e-mails we receive, this means that your request, while important, is one of many. A busy day can mean delays in responding to e-mail, so it may take a few days to respond.
While e-mail is very convenient, it is not the quickest method to reach us. For faster service, please call us at (770) 614-7443.
Now if that "one person" is out because of Covid might take them a while. Did you try to call the phone number before you hastily put them on blast here on Eham?