When my Creative roar had problem with USB connection and Bluetooth. I took a video and showed it to their customer service. Before that I did a series of troubleshooting and asking them what am I missing.
The customer support in the end asked me to go to their service centre and do testing.. And they tested it was fine but They replaced it for me.
They told me Even though the warranty is over, I was able to get another new or refurbished roar speaker. I can't remember.
Now I bought their iRoar which is more ex.
Perhaps, taking video of the problem can help u guys a lot? Also, tell them nicely since they are human beings..