Castle Framers damaged print 6 months ago

I sent a photographic print (signed by the photographer- edition 2/5) to Castle Framers in February. Upon return I noticed a large air bubble under the frame, and took it back. They informed me that they would make a tiny pinhole to release the air- what sounded like common practice. This attempt to remove the bubble failed, and they then informed me that the hole they had made was now clearly visible. I have been waiting since for them to replace the print. At one point they wanted to replace it with a photocopy, and when I rejected this idea they said they would have to claim from their insurance. That was 2 months ago and I am still waiting, with no regular updates or concern.