Why is tech support powerless to make anything happen?

Bought a system 3 weeks ago, I keep getting the run around and told to wait longer.  I was initially told a system was available for exchange so I agreed to an exchange.  3 weeks later and countless hours on the phone or chatting with tech support they still can't do anything but tell me to wait.  System was dead on arrival and now I have lost 10% of my warranty coverage waiting for a replacement.