Not sure if you guys missing sleds have tried this, but get the dealer to get you the rep's contact....get the rep to get you his boss's contact....and keep going up the chain. Skip the customer service line and try that route. It's not an impossible question to answer by any stretch. It sounds like lazy rep syndrome where he/she keeps assuming it's just going to ship and everything will work itself out....and not wanting to spend much time getting a real answer.
All of that should be completely unnecessary...but if no one has given you a straight answer when most of the clients have the units in-hand already, I'd want to know what's up