Threshold Stasis 5.0 preamp

I bought second hand this great preamp. Great on vinyl, not so good on digital stuff, so I will keep in my analogue set up
The seller sent a universal remote that did not work.
I have asked threshold for the hex codes so I can organise a remote, but they have refused!

This is the most unhelpful reply anyone might expect from a supplier - Threshold.
Do they deserve any loyalty?
"Thank you for your inquiry. We are not allowed to give out such information. That is a company policy. "

Good grief.
Can anyone assist?
I also have two s1000 monobloc amps which are superb

Basically
Products = great
Management = crappiest of crappiest