I'm not sure why you're being so fair to the company. You paid a very large amount of money for something that wasn't right in the first place, when it was delivered, and it should have been!
When you buy a new telescope, particularly something that costs as much as they do, it should be absolutely perfect when it's delivered, and the vast majority of eyepieces should reach focus.
Cheers
I know - and I don't want to tell you the price tag of building a crate, shipping a 20" RC, having it at the factory for 6 months, and having it returned. Needless to say, we are not happy. But at this point, in-house solutions might just be wiser.
In which case I would be writing a very stern letter to them to say thank you for screwing up your scope and it is now unusable, and suggest they send a fellow to visit you and correct it, at their cost.
And point out the issue is now all over CN, and up to them if they want to salvage a little reputation.
Maybe the Consumer Protection Laws in the USA are different to Australia. I don't know about that and you'd need to investigate.
In Australia, despite any express or implied warranties or guarantees from the manufacturer or distributor, there is legislation in place that protects the consumer from exactly this type of occurrence.
These Laws have been in place since 2011. Unfortunately, less than 5% of the Australian Population are aware of them and only about 50% of manufacturers and wholesalers are aware of them.
It's worth reading the attached webpage as something similar may exist in the USA.
If this happened in Australia it would be up to OGS to make good and everything including shipping and packaging would be recoverable from OGS. Under the Legislation you are entitled to recover all of your out of pocket costs or damages in addition to the cost of the equipment.
The legislation is lengthy but it says, inter alia, "the product must be of merchantable quality and fit for purpose". In Australia this would be a "no brainer" and OGS would be footing the bill for everything. There are government departments that deal with this and enforce the legislation. Another example might be if a product has a 1 year manufacturers warranty. About 2 years ago I had a friend that had a cappuccino machine, which cost just over $3,000 that was just over 2 years old die and they wanted $1,400 to fix it, as it was outside the 1 year warranty. He wasn't aware of the Consumer Protection Laws and neither was the Australian Distributor. I said to him that he needed to deal with it under Consumer Protection Law as there was protection under the Legislation that a $3,000 coffee machine should last longer than 2 years. He got a new machine free of charge !
Maybe the laws are different in the USA, but you should be investigating it before you start hacking expensive accessories to bits !