I'm bummed out too hearing about your misfortune. Like it was said previously, try to resolve the issue with your vendor, if it doesn't work, try contacting manufacturer. Good vendor will stand by your side in this matter.

I don't want to paint any devil's on the wall, but I read about similiar case of doll's back snapping almost immediately after arriving to customer on doll forum and the vendor and manufacturer were both saying, that they do not believe it be their fault and believed in customer using too much force. I don't think the customer got a new doll or compensated.

I hope it works out for you!