Hi Mike, thank you for your detailed feedback. I'm very sorry that your concerns were not escalated as promised. Issues like this would usually be referred to a manager (myself), and I'll investigate why that didn’t happen in your case.
Regarding the units not sitting flush, I’ll send you an email now so we can work through this and try to resolve it. From the photo, my initial thought is that the underside mounting ring may need to be loosened, allowing the product to be repositioned correctly in the hole before the ring is retightened.