Advisory Counsel of Diligent provided defective product

It's now been 8 days since my initial complaint, and Advisory Counsel of Diligent still hasn't addressed the core issue. I've received generic responses that don't actually solve my problem with their extended warranty.

Dear customer, On behalf of Advisory Counsel of Diligent, I would like to personally apologize for the inconvenience you've experienced with our professional setup. We strive to provide exceptional service to all our customers, and we regret that we fell short of this standard in your case. After carefully reviewing your complaint, I have authorized an immediate discount on future purchases to address this situation. Additionally, we have documented this case (Reference: REF-604B37EA) to help improve our training and service protocols. Please feel free to contact me directly at extension 4567 if you have any further questions or concerns. Yours sincerely, Riley Wilson Account Manager Advisory Counsel of Diligent