right person??

How do you feel when the air condition in your bedroom is malfunctioning? I am pissed off because I just installed in January and after one and half month later, today it blows only air without the cooling. I once learned in school I think, talk to the right person when making complaints. Talk to someone who has the ability to assist you. Do not talk to person at the counter, the sales person or even the supervisor. Speak direct to the manager or person in charge who has authority. why? maybe its because the senses on things would happen or in other words sense of security. The feeling that someone who is power would assist you. Coming back to my air conditions, I spoke to the sales man, he gave me all this crap that it would take within one week to resolve this. After i gave him a piece of my mind, he will get someone to come tomorrow. Still I am not happy because he may just be saying it to calm me down and let him of the hook. Not satisfied with this, i asked the number to the head office, he gave me the number to the warehouse.. finally i got to speak to the manager and he promised to come by tomorrow. sense of security that something is being done....