I went down there; the guy at the counter recognized me from yesterday. He said managers don't work on Saturday, I can talk to Brad on Monday morning.
At least you can talk to Brad on Monday.
Many years ago, in my racing days, I had a 4-speed transmission in a fairly new pony car blow reverse gear. First through fourth were fine, I just couldn't back up. Dealership fixed it, but they said the factory regional rep had declined to allow it as a warranty claim because I had damaged the "low-reverse sliding gear" by improper shifting.
Problem: In a Borg-Warner T-10, there was no "low-reverse sliding gear," and the gear that broke is a constant mesh gear. Shifting is accomplished by a sliding synchronizer collar -- which is not what broke. I took a day off from work and drove 75 miles to the factory's reguinal office, and asked to speak to the guy who denied my warranty claim. He came out, I explained how what he had said wasn't possible (complete with the cross-section of the transmission in the factory service manual to document it), and he refused to change his mind. He said he didn't know how a transmission works, he was only relaying what he had been told. He said the determination was made by an engineer. So I asked to speak with the engineer.
"Oh, no. Engineers don't talk to people."
Ooooooookay, then. It happened that the son of the company president was at the same university where I was studying, and I knew him slightly. So I wrote to the president, explained the circumstances of what had happened ... and dropped his son's name. A couple of weeks later I had a call from the dealer's service department, telling me that I could pick up a check for the cost of my repairs whenever it was convenient.
The next summer I went with my club to the Trans Am race at Watkins Glen in New York. All the manufacturers had hospitality tents for the fans who drove their cars and, as a club endorsed by the factory, we were admitted to the hospitality tent. Chatting with a factory guy, he mentioned that he was a factory service rep for my geographic area. I told him I thought [so and so] was my factory service rep.
"Well, he was, but he was fired. It had something to do with a warranty claim over a transmission, I think."
Me: "Allow me to introduce myself. I'm the guy who owns that transmission."
From that day forward, I never had any more problems getting my car fixed. My great-grandfather, the law professor, always counseled "Go to the top," so whenever some minion tries to play hardball, I never hesitate to "escalate." You shouldn't hesitate, either.