to be honest i work at a game store and if someone comes in complaining that a game isnt working correctly or whatever, and they have no receipt or no other proof that it came from our store, then theres not a lot that you can do. are you supposed to just take that persons word for it and exchange it no questions asked? no, you wouldnt, because that would be a great way to go out of business.
incidentally i am also haveing probs with my drum kit and am struggling to have it replaced at the moment (play.com) but they just say its not their responsibility, why the hell do us europeans get it so **** most of the time compared to the yanks?
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