Sometimes only the threat is enough.
Some years back I had a dispute with Best-Buy over a computer I had purchased from them. Can't remember all the details but the bottom line was that they refused to do some work that I thought should have been under warranty but they claimed it wasn't: I had called them about the problem during the warranty period but when I did bring it in (on appointment) the warranty had expired--or so they claimed--and whatever work they might do I would have to pay for. I must have spoken to at least six people during the course of that visit: a couple of Geek Squad members, a salesperson in the computer area, an assistant manager, manager, etc. But still no go. I finally got the problem resolved by telling the manager that I would be taking the issue to small claims court--and that I was going to subpoena every last person I had talked to that day, plus the person who had originally sold us the computer. They backed off right quick: the manager told me I could go and pick out any computer on the floor. I told him that I wasn't interested in taking advantage of them; that I would be satisfied with a new unit of equal value (though not the exact same model), which is what happened.
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