That does not sound like the ARC service I know of. I always found them very helpful and polite. Maybe someone had a bad day? Anyway, call back and ask for Leonard or Chris in the Tech department...they will help you.
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I agree. That doesn't sound like their service department. You must have gotten someone who was having a bad day. I sent my LS16 in because a couple of the volume lights were too dim. They fixed them, and checked my tubes (just for the heck of it I guess, because I did not have any problem with them). They ended up replaceing all four of the tubes at no charge. Over and beyond the call of duty in my eyes. Like Ig40 said, call back and give it another try.