When you fire off a complaint letter to a company, the first answer you’ll get will probably be “no.”
No, you can’t have a refund. No, we won’t apologize. No, you can’t exchange the faulty product.
Customer service representatives are trained to say “no” in a thousand different ways, and even at times to make the “no” sound like a “yes” if not at least a “maybe.”
After that, you’ll need to figure out whether to reply to the “no” or appeal to a higher authority.
“Should I reply to a “no” or appeal to a higher authority?”