Orbi dropping wireless, now rebooting itself. I am SO SICK OF THIS!

Yes I've had RMA satellite and router that were both replaced with brand new products but the issues were unchanged (satellite never had an issue but they RMA'd because I said devices connected to the satellite were dropping more often). I don't know how Netgear support levels work, but at least at level 2 support you still aren't talking to a Netgear employee yet. After many sent logs and testing in circles I begged to go to level 3 support and asked about a refund since the warranty mentions it. Here was the response: "With regard to your refund request, we do not process refund on our end. Refund request should come from the store where the device was purchased. What we can do on our end is to process replacement for the unit. We are currently creating the debug firmware for this issue. We do apologize for the delay. Once it's available, we will send you another message."

Is it accurate that a warranty refund would come from the retailer? I'm months past Best Buy's 15 day return window but if that's the case I will give it a shot.