Look at it this way:

You ordered something...you paid in advance...it has warranty...within the warranty period, it didn't give the service you paid for.

So, what will you do...you will claim for your money back. You did effort in ordering, doing the correct procedure/protocol. YOu did all these things but you didn't get what you wanted/needed. You demand for your money back, right?

Same with companies...same principle applies.