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I'd posted this online and thankfully someone from Fender USA saw it and got in touch. Said that was absolutely not what should have happened and put me in touch with Fender UK/Europe again. I have brand spanking new DR and and they've arranged for UPS to pick up the old one, all free of charge.
Cheers Fender, my opinion of you has gone up.
@thefez Very poor from Fender originally though. The help you eventually got, you should have received from your first contact with them.