Man of Honour
I had exactly same issue when trying to RMA a Titan I had to buy direct from them, in the end I nearly binned the card and had to get my NVIDIA UK account manager to get involved. They can be a nightmare for RMA's as your finding out.
I remember you mentioning this before and I have tried to avoid dealing with them since.
Unfortunately they are the only place you can get Titan cards from and I have also had problems with them.
My problem was I ordered a pair of Titan Vs before I realised you could not SLI them. When I asked them to cancel one of the cards (with plenty of notice) they still insisted on sending me both several days later.