John,
Best of luck to you! Keep escalating this within SAI and make sure they know that this issue is also getting a lot of visibility within the Cobra community.
Have a couple of documented plans in your back pocket so Shelby is clear regarding your expectations and the costs to remedy the situation. I've found that if there is no doubt and people are crystal clear regarding what I want, they can "run it up the flagpole" and get the appropriate sign offs to make it happen. My wife always laughs and says, "how do you stay so calm when people have pixxed you off?" I tell her that I'm going to get what I want....they just don't know it yet.
Just sent you an email with a couple of other ideas.