When I have to deal with companies like this I try to make it extremely clear that I know wtf I'm doing and that I've already gone through all the "troubleshooting" and that their product is just faulty. Like computer parts for instance. Same thing with these seed companies.
You should be like, "Clearly you don't know what
you're talking about, calling cultivars 'varieties' because a
variety is a plant found in nature whereas a
cultivar is a man made cross."
That'll show 'em
I hate dealing with customer services like this. "Yes, the fuckin thing is plugged in, now stop fuckin around and just send me a new one!!!"