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Sounds like you have a failure to communicate.
Why? Because AR15s are so well understood today that just about anyone can diagnose a problem.
I know it is tempting to be upset and demand that the vendor's customer service "divine" the circumstances leading to the failure, but I've found that a very detailed writeup can be of tremendous help.
Also, a little self-diagnosing can lead to better information provided to the CS tech.
I also recommend a few photos for your own records so you can verify what they say they did.
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