I'm expecting a call from Sony's customer relation's executive team because my warranty went south. Anything I should keep in mind?
The situation is I sent back my XM4 headphones because the ANC made a clicking sound, and their offer was to give me a pair of XM5s. Their warranty states that "The replacement will be a new unit of the same model. If the same model is not available, we will replace it with a new model with comparable or better features". Problem is, I told the rep handling my case that the XM5 does lack core features from the XM4 (most notably their ability to fold & the wind noise cancellation feature), & I also let them know that there's the whole class action lawsuit going on with the XM5's hinges. I asked them how does providing me with a headphone that cuts down on core features constitute as a "comparable or better" replacement, and now they escalated it all the way to their executive customer relations team (whatever that means).
I'm now expecting a call from them in the coming days. Is there anything I should keep in mind or add during the conversation? And has anyone here got a case escalated this far?