I suggest that when this happens you should make a note of the name of the woman then you can say who you talked to. Where did you buy it as the first port of call should be your dealer. I have had to have a remote replaced and it was very easy.
UK kit - Technics SP10 - Technics EPA-501 - AT33SA - NUC5i3 - W10 - Roonserver - Roon AIR - Devialet 1000 Pro CI - Blue Jeans Speaker Cable (0.5 metre each side) - Magico S5
Spain kit - NUC7i5 - W10 - Roonserver - Roon AIR - Devialet D250 Pro CI - Blue Jeans Speaker Cable - Ergo IX speakers
Spain kit - NUC7i5 - W10 - Roonserver - Roon AIR - Devialet D250 Pro CI - Blue Jeans Speaker Cable - Ergo IX speakers