No apology needed. Never hesitate to contact us with any yo-yo related questions - regardless we are always here to help. 
Contact where your bought it from(since it wasn’t YYE) and see what they can do to help. You might also want to contact YYJ.
All I can say is my dealings with YYE have been fantastic, and likewise, my dealings with YYJ have also been the same. Nobody is offended you didn’t buy from here. Personally, I’m glad you came somewhere to get some help rather than just be annoyed and/or angry over the whole situation.
But, now you can see why so many people buy from YYE. There’s not too many yoyo resellers around that offer this kind of customer service. There are a couple out there that provide customer service like YYE. Some only do an OK job, most aren’t so great. I mean, nice people and all, but the customer service portion can be rather lacking, but they still try.
Best of luck on this and keep the thread updated with your progress.
Is it still like that?
If not, have you contacted your seller?
~Shadowz143