We have a scientific paper that was published at the beginning of this year in "Scientific Reports", an open-access journal by the Nature publishing group. However, upon publication, as authors we were shocked to see some of the figures (which were uploaded to the journal's website during submission) altered in an unacceptable way that changes the scientific meaning of the paper. It was clearly a "production" error during the final processing of the manuscript by the publishing team.
We have since been complaining to the journal and its Chief Editor (for several months now), but without any meaningful response from them; the Editor never bothered replying and another assistant promised to fix the errors but nothing happened.
As authors we are very frustrated to see our work being distorted online (in front of the readership) and we don't know how to complain about such negative experience and get the errors fixed. Any advice on who to complain to or who can escalate this seriously with the editor/team of this journal would be appreciated?