Ummm,
Sorry, can't agree with you here. This is not a microwave oven or a TV you get at best buy. It's more like a split a/c system or something. If you are not comfortable cracking the case, I'm thinking you probably should not have purchased it in the first place. I for one would be happy to open up a box to save the trouble of shipping back and re-wiring everything to a new box, if it could be fixed with a spare part instead.
If you are so stupid you are going to throw a screwdriver around willy-nilly inside the cabinet, and don't know how to work a multi-meter what the hell are you doing self-installing something that can easily kill you even if you install it correctly? You may want to re-think what you just said. If the package AC on the roof goes out, I'm not going to call the company I bought it from and ask for an RA number, then hire a crane and rip it off the roof. I'm going to get a technician out and try and figure out what is wrong. In the case of DIY YOU ARE THE TECHNICIAN. There is an implicit understanding you have enough competency/knowledge to replace a component or take some readings with a meter without getting killed. If this is not the case you should hire one. If there is magic smoke coming from the cabinet, and that is dangerous, you need to articulate it properly to the support technician. Generally once you make it clear the proper course of action will be taken. For example:
They ran all new HV wires thru the neighborhood with a boring project about 10 years ago. About 6 months later I notice my plumbing drains were backed up. (Just me, and sometimes my son we didn't use a lot) I noted the problem at the cleanout on the way to the street. I called the city, they said it was my problem unless I could prove the issue was under the road. I called a plumber, he ran a snake and camera, followed the line, identified the blockage about 3 feet off the curb in the road. City inspector finally came out, I explaned it to him, told him it was probably the new power lines they put in. He then proceeded to ask the plumber to push the snake a little harder to see if it would break thru. At this point the plumber asked the city inspector what the likely outcome would be if the snake punctured the insulation on a high voltage feed line, and if he was willing to take responsibility for a negative outcome when the snake exploded and the power went out on my block. He articulated the ramifications of honoring the request, so instead they dug up the road and re-routed the power lines ( a bundle of 4 that could not have been more perfectly centered thru my waste line if you had tried).
If you want to play technician, you need to play technician. Good grief.
