Things must have changed since 2009 at Nationwide Disc.
Or, the specifications of the project are not being properly communicated to them. You have to remember, some QA testers are dense.
When a dense QA tester moves things along and repeats their findings to a sales/managerial type person, it's a recipe for disaster.
They should have a phone contact number. I spoke to my representative dude on the phone directly and explained what they were dealing with. If you wait around for e-mails, it just takes longer.
Above all else, I'd refrain from flipping out on them until you've 100% verified things are now their fault. This time around here, your disc has not even made it to the real machines. It is bombing out in QA.
You're all missing a key fact here. I will repeat it again:
Its bombing out in QA
That means Jeff the Intern stuck it in his iMac and iTunes went "THIS DOESN'T JUST WORK", and he complained, and went and told all his bros how he totes reported a bogus disc. Or however the hell they word it.
Once you explain to them that "f*cking duh it won't play in iTunes, its not an audio disc", and tell them it's a video game, I bet you can tell them to press onward to the actual machines here, instead of letting the discs float around in QA land.