Simple solution. File a small claims court case for the cost the replace your library. The less offensive option that I've used in the past is finding the corporate contact from the Better Business Bureau and going directly to them. It works fairly often and fairly well because most companies value those reputations.

I agree with some of the comments here, simply because your company is an 'internet company' doesn't mean a 'Help' webpage is all you need for support. Actual personal support handling is virtually non-existent from large scale web companies and it's a disappointment.