Moose, not sure if the person you spoke to was at the Binghamton location, or some other corporate location. As far as I know the Binghamton location handles all the tent returns and repairs. They sell all the materials and hardware for tents. I've had some repairs done there, and they are very reasonable and have gone out of their way to help. If you want, you could ship me the fly and I'll take it up there myself.