Poor live chat experience

Posting here since there is no email address to send to. Back story, I've been a customer 3+ years and pretty familiar with the system. I've had an entry sensor stop working. It's still online and registers when I open/close a door. However, it does not send the signal to the base station that the door was opened (alarm won't trigger if the system is on home/away).

Prior to live chat, I changed the batteries, uninstalled and reinstalled the sensor in the app, power cycled the base station so I could update the base station, performed the test sensor (which the base station recognized). 

In the live chat, I stated all of my troubleshooting multiple times. They took me through all the basic steps, troubleshooting, etc.  They asked me to redo the same steps multiple times and asked for the same info multiple times like what the serial number is.  They wanted me to power cycle the base station again and I refused. It was already 45 minutes to an hour long chat. They told me there was nothing they could do and the sensor was fine on their end.  I ended up having to buy a new entry sensor myself and it's not even a year old. You'd think it would be a quick chat to replace a $15 item. Miserable experience.