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Keep after them until they acknowledge what is actually going (i.e. you screen or screen controller is broke). Currently you're in what I call the "computer automated response" phase (not sure it really is that, but sometimes it seems like it) and they haven't got it through their thick skull that the content you are trying to display has NOTHING to do with the problem. Stick with it and they should eventually come through for you.
Good luck!
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