here's a lesson:
if you're not getting your product replaced, you're not talking to the right person. if you call in to a service department and they are not co-operating with you, you need to ask for a supervisor... just keep going until you get what you want. everything you buy has a little contingency built into the MSRP that allows for them to cover the costs of that one person who is looking for a replacement.
in every conversation there is a sale going on, and in a sales process, there is rejection. wether it be you rejecting them or them rejecting you.