Earl -- I feel for you! I also have an older X20 (2013) and it's fantastic. It's disappointing and baffling to see that Emerald hasn't taken better care of you on this, especially given that you're an established return customer and Emerald's customer service has been heralded in the past. I'm sure this goes without saying, but I assume that you've talked with Alistair directly about the issue? I had a problem with an X7 that I ordered and found out quickly that Emerald is lacking an experienced, professional, customer-focused front end, but once I dealt with Alistair all was taken care of quickly. If I was Alistair and read that a customer like you was done with Emerald, I'd be working pretty hard to make things right. I've been a big Emerald fan over the years, but based on your experience I'd definitely be wary of ordering a custom in the future.
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