False promises made by Build & Products Surabaya representative

An update to my situation: I've now spoken with three different representatives from Build & Products Surabaya, and each has given me conflicting information about how to resolve the issue with my tablet. This is extremely frustrating.

Dear customer, I am reaching out regarding your recent complaint about our maintenance contract. First and foremost, I want to extend my sincere apologies for the frustration this situation has caused you. As the Client Support Executive at Build & Products Surabaya, I have personally reviewed your case and have spoken with the team members involved. There appears to have been a miscommunication regarding our service guarantees, and I take full responsibility for this oversight. I have taken the following immediate actions: 1. Processed a refund of $175.54 to your original payment method 2. Added a $175.54 service credit to your account for future use 3. Implemented additional training for our staff based on your feedback Your case has been assigned reference number REF-441BA8B9 for any future correspondence. Please allow 3-5 business days for the refund to appear in your account. Thank you for giving us the opportunity to address this matter. Your feedback helps us improve. Sincerely, Barbara Allen Client Support Executive Build & Products Surabaya