I do not have any "help" for you, but I do have "empathy", I also have a Palatino and have been trying for over a month to find the correct tuner/gear, no help from Palatino. I can't imagine what is so difficult for them to send a replacement?!?!?
I don't have much of a choice, I am 5'2", my hand cramps when I play a 3/4, I find it much easier to handle a 1/2 size but I am lacking volumn, is there anything I can do to get volumn and keep my 1/2?