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I had a similar, not quite as bad situation. Their email response time (if it happens at all) is awful but I'm really happy with my suit. I'm in CA and knew I wasn't going to be sending a suit back to them so the customer service was less important to me than it might be to others who are closer. The price difference and generally positive (accurate) reviews here made it worthwhile to order from them. I think one of the reasons the 85 pages of this thread exist is because it's so difficult to get answers directly from the company.
I do almost all repairs myself but some things don’t need to be done often enough to bother with, this is one of them, the Ti-zip in the length I needed was just over $100 everyplace I looked, so even though I could get most of a new suit for the cost of the zipper it was still worth it to me to not have to hassle doing it myself. So anyway there are people who will do this replacement for no extra charge, at least on this side of the planet, over there Seaskin will do it for a pretty reasonable price.
