You might as well just cut them off. I had the same problem on the lodge I bought a couple years ago. I called otter
with no help what so ever. All they did was keep passing the buck until it was finally passed to the janitor, I think. Mine was so bad that I couldn't zip the door shut. You're right about one thing, you pay that kind of money, you should get some help. Not just be blown off. I paid over 700.00 for mine and was real disappointed. Learned my lesson. It's like buying a Harley, you just pay for the name.