Email and labelled as low priority, not phone-call.
And I contacted Warranty, not customer service if that makes any difference. The reason being is because if I had to drill out the screw, I want to make sure Rome approves of it first just in case of any mishaps later down the road with the heel cup breaking and they want to blame it on some other user-end fault that I have some email backup.
Can't believe you don't understand that simple thought process. Now you fuck off.
Trying to justify contacting a company over a fucked screw, you sound like a little bitch!
Hope you grow up and find a husband to look after you, you'll be much more at home doing the laundry darling.