Getting customer service response for Ebay item Timbuk2 shipped?

What's up with unique bags being sold on Ebay and how do I get questions answered about one? A week ago I saw a particular very limited edition messenger on eBay .Because it was so unusual, I wrote the customer service email address to make sure the bag was authentic Timbuk2. I also asked if it was possible purchase it directly. I never got a response to my message. I then called the Hayes store and was told that yes, bag was authentic and unique, but they didn't think there were any more in stock or for sale. Given that, I put a very high bid on the bag and won the auction.

The unique bag arrived shipped from Timbuk2, in a Timbuk2 bag. Unfortunately, it had been misrepresented on the eBay listing -- described as leather, when it's not. It is also missing some small features I expected. I wrote the ebay "Seller" -- must be someone at Timbuk2 -- but didn't get a response to that, either. Now, there's another one of these bags for sale on eBay, also with the misrepresented description.(So much for no more in stock!)

I've been really used to fantastic customer support from Timbuk2, so this seems out of character. How do I get straight answers? I hate to have to go through Paypal/eBay and report y'all to have this addressed, but I was sold a bag described as leather that isn't leather, that's missing things I would expect a Timbuk2 bag to have, which also wasn't explained in the listing.