Since the context was missing, don't take it so personal. It wasn't clear that the kids originally grew up in that far away place. All I said is "it sounds xyz", it's not an eternal judgment.
I don't quite understand the rage. Doesn't the service agreement comment on the time it might take? I remember from Dell there were different kinds of packages you could buy. Because I bought some business laptop once, they actually dispatched a technician to my office and fixed the problem on the spot. If you need that kind of service level, you simply have to pay for it.