Shoei warranty experience.

[KawiVA76]

In mid November I purchased a Shoei Neotec from a local retailer. I noticed pretty quickly that it leaks water from the top of the visor. On December 8th I returned it to the store for repair. From my understanding it went to a company called the Helmet House in California which has a contract with Shoei. I have contacted them, my retailer and Shoei to find out what's going on and nobody knows anything. Repeated promises to call me back have resulted in nothing. I recognize the holidays were right in the middle but is this normal? Am I just being an impatient, douche customer? I've been courteous at each interaction I just want to know what the holdup is. Either it can be fixed or it can't. I would think the retailer and Shoei would work this out and I would just get a replacement if it can't be repaired. Anybody else have some experience with Shoei or helmet repair times/policies in general?

Thanks,

Mike