Although I hate to point fingers without details in hand, it sounds to me like your supplier (retailer?) has left you out in the cold on this one, along with the new rep. The supplier has more pull with the manufacturer than you do, because they can threaten to discontinue stocking the company's products.
Like Ed suggests, cut out the middlemen. If there is a wink link in the chain, go straight to the company - and as high on the totem pole as you can get. Be polite, of course, but don't take no as an answer. If someone you're talking to can't help you, ask for the superior. Continue the process until you get the answer you want.
Good luck!
