Anyway all is good, and I think the moral of the story is do your homework, prove as much as you can, provide evidence and be persistent if you are sure you are correct. I knew this was not a software or configuration issue, or I would never have raised the call in the first place. I do however understand that not many people are as thorough as me and that some will probably send a support call at the drop of a hat.
That's always a good idea to do your homework before asking for a help/support. You should make sure your issue hasn't been solved earlier and it makes perfect sense.