Seconded. Although having been one of the people to have caused him grief in the past, mostly out of ignorance, maybe we can help by trying to explain, take some of the load off of him -- after all, that's what this forum is for, innit?
The first email was probably a misunderstanding—the combos do not really have faceplates, they just have control panels, so he was probably thinking of that. The head units have a faceplate, but now let's get to the other issue -- limitedness. There are no custom faceplates any more. There are different variations, and they don't make a lot of them, so people like me have to go hunt down the different pieces. Do you know how much trouble I had to go through, to obtain an Archon in the plum with the violet faceplate? And then I was hooked, I hounded all my favourite online and local shops, trying to hunt down a 4x10 in the plum. I finally found one that said "actually, our distributor says they have two 2x12 -- and that's better! You should buy these." So I did. Plus, they had twice as many faceplates, so doubleplusgood. Then I just stumbled across a plum HXDA with a violet faceplate at one of the online shops...hemmed and hawed, because I didn't really want another amp, but now I own all four. New. (I think the HXDA was NOS, but the others were definitely all new.)
So there's something else you need to know -- the warranty only applies to new. If you bought used, you really should be discussing cost for such a service (with them, not us). And unfortunately, they put the kibosh on the CAD (custom amp design), so they don't really have a branch doing custom stuff any more.
As others have mentioned, they might not even be willing to do it, and that's their right. They don't make a lot of these, and you never know what the work detail is at that place, they might have a couple guys working on amps there, or they might only have one, I have no idea. PRSh is a shrewd businessman, and if they only sell a fraction of the units that Mesa/Boogie, Fender, Marshall, sell, then he won't hire any more people than he needs to fulfill that need -- supply and demand, he's got it down.
So back to the real question -- what, exactly, do you have, and what, exactly, do you want to change it to? Is it a combination that exists (or existed) in the wild? Then you're probably better off sitting and waiting, haunting eBay, Craigslist, and the like, selling what you have so that you have the money to buy what you want when it does show up. If not, then you need to start looking locally for someone who's good with a hot air gun and such, someone who will gently take off the existing maple cap, take off the PRS logo, stain a new piece of wood, and glue it back on. I don't know how they're attached, so you may want to change your line of questioning to the PTC to "how is it attached, how would I instruct a local person to remove the existing maple cap without damaging it", etc.
Or learn it yourself. You're not the first person to ask, and if you can provide that service, then there's probably a couple people who would pay you to do similarly to their amps/cabs.
