Bad Customer Service

My H150i AIO started showing a Pump Failure error a couple of weeks ago. After going through the troubleshoot with Origin's support, I was given an RMA. The RMA instruction stated that "When the component arrives, we will install the component" followed by an option to call them for additional assistance. I had Alienware before where they sent technician to replace parts so I was expecting a similar service. However, after making the payment for the RMA parts (advanced RMA), I reached out to Origin Support asking for the next step, the support rep started explaining that the "We" in their instruction really means the customer, they can provide assistance from phone if needed. the rep also sent a random installation video from YouTube and essentially asked me to do it myself. I explained to the rep it is sad that instead of apologizing for the misleading instruction, they had to defend the expanded definition of "we" when the expectation is for the customer to do the installation. I asked for a supervisor and has been ignored for 4 business days with 2 subsequent follow-up emails. I understand it may not be difficult or considered extremely easy by some to replace the AIO, but considering their customers are paying for the markup of a high-end pre-built PC, there is a reason that I did not opt for paying 30-40% less and build the PC myself. It is unfortunate that the support really just falls back on the customer. Any complaint and request to be redirected to a supervisor will simply be ignored by the support rep.

Another troubling sign is that I made the payment for the Advanced RMA (payment upfront and refund after they receive the bad part) 4 business days ago and have not received any update on the status of the replacement part. I guess the support also has the power to withhold your already paid parts while ignoring email requests at the same time.