Taking away the slow response time... the issue seems legit. Pretty crappy if the web is showing pics of vent on firebox door and they made design change and didn't update the pics.
As far as response times.. I get they are at a big show, but someone should have a cell phone and be able to deal with a customer issue for spending that kind of $.
Now, if there were hot girls in yoga pants under that party tent with poledancers, then Donnie is absolutely correct, and I can completely understand why a response might not be available until Monday...
Lonestar 24" Vertical offset w/ Insulated Firebox & Performer Platinum
Former owner: Jambo Backyard, Klose BYC, Med. Spicewine, Pitts & Spitts, XL & (2) Med. BGE's, 22" WSM & (2) 18" WSM's, 18" & 22" Weber Kettles