Here is what happened ... The subwoofer in question is 8 years old. The amp is fried, and Fred was offered a brand new amp for $680 - the regular selling price of the amp. This upset him, so the person with whom Fred was talking (and who is not a "decision maker", but rather an employee trying to solve a problem) said to Fred the following:
"If you can give me a minute, I will see what we can do"
Fred's response was "Forget about it" and he hung up.
Ian is trying to reach Fred to see if they can make him happy.
