[neudof]

The moral of the story is it that it will all depend on who you talk to. If you are not getting the response you want, ask to talk to their supervisor. If that is not working, ask to talk to the manager. They are in a customer service industry, and will do as little as possible to keep you happy and not loose money. Stick to your guns and don't tuck your tail and go home if you are not happy with the fist answer they give you.