Hi Bino's,
Quite some time ago I had an issue with my Mac. The service agent was next to useless so I started going up the line till I got the problem fixed and I was satisfied with the outcome.
If the service agent isn't doing the right thing by the brand, then the brand owner should be made aware. The service agent themselves isn't going to let the owner know that they're slipping in the customer care department, but you can.
Pounds to peanuts, you wouldn't have been the only one that's walked out their precious office door and getting yarped at for 'slamming' it.
From memory there's a 1800 or 1300 number to call for this and other sorts of issues ...