Take the bit between your teeth and demand your query be escalated. Take the names of everbody you speak to so you have a record of your complaint. I think it's awful when you pay for this and they won't honour.
I purchased a $1400 computer with a $300 4-year onsite warranty. My hard drive crashed and I have been getting the runaround since mid-week last week. I NEED MY COMPUTER BACK UP AND RUNNING and this is ridiculous. Everyone gives me the same "1-2 business days" timeline. Today, after not having received a call, the person I talked to said he would "re-process the request for service" and I would hear from someone in ... you guessed it ... 1-2 business days.
I bought an on-site warranty so I could get immediate and helpful service. I have been a loyal Sony customer for over a decade;
HOW DO I GET THE HELP I ALREADY PAID FOR?