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Sounds like you're already taking the actions you need to, and just need to be a little more patient and wait for their response. There's no magic button when it comes to customer service, you just have to work through it with them. Of course they'll give that response right off the bat, it usually is the case and they aren't being malicious in any way by starting there. That doesn't mean it's their last answer. Be patient and work the problem.
"So far this experience has been bad..." based on one email? Take a breath and get more information first.
I would wait and see the outcome with ModBargains before even considering modifying the light due to the snapped post. I would also wait to see the outcome with them before making a post calling them out for something you haven't even given them time to take care of first.
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