As those following my LJ know, a few weeks ago we had Issues getting Kathy's machine fixed; they claimed "water/liquid damage" and therefore wanted to charge $1200+ for repairing a DVD drive; what they showed me was most certainly NOT liquid intrusion from any source in MY house (it looked like a glue bead run down the joint, felt like one too)
The manager of the store was adamant that this was liquid damage, in no way attempted to even negotiate or even show anything but the most minimal level of retail politeness (i.e., keep voice down, don't let Annoying Customer get you to respond in an annoyed fashion), and showed no awareness or consideration of the fact that I've been probably one of the best customers of that store for years.
He handed me a card the second time I was there which lists his position as "Store Leader". What I want to know is how high up the chain that is, and what the levels above that are and how to contact them. Anyone know?