I had to RMA a Razor Naga, and that's about what happened to me. Just accept the fact they have their system set up a certain way and you will have to go thru "Jump thru the hoops" their sequence. All in all it took I would guess about eight e-mails over a period of 5 weeks to get the RMA accomplished.
Good Luck and stay determined in the end you will have success I hope.*Fingers Crossed*
 
Good Luck
See Yaz out Thar