First, based on the OP's experience, I will personally never risk purchasing any thing from RSA.
Second, the owner Ray has made a fatal business mistake that most small business owners and even big box stores make quite often...They forgot the power of the internet, bad word of mouth, and the fact that sacrificing some time, effort, and money for ONE customer can keep you from losing several much more profitable sales.
Even if Ray and his company lose ONE SINGLE SALE from this post he has cost himself more money than just taking care of the issue that should in fact already be covered by his warranty. I don't understand how a business owner can not realize that taking care of the customer, doing the right thing, is often the wiser choice than pissing them off and risking the loss of sales to every one they know.
Of course, it's one thing to be taken advantage of by your customer but that is obviously not the case here. I will never do business with them; and apparently that doesn't matter to them at all.