I didn't get that at all. Author takes on company legally, and with little effort wins most of what they are after (~10% difference).
I had a situation almost identical to this where I had an AC that gave out and after a month with the warranty company, I just fixed it myself. Because it was July. In the southern United States. I didn't even know about arbitration. I just assumed the black whole of rotating customer service agents and canned answers is the end of the line.
In addition, there was the author's time without hot water, time spent on customer service, time spent figuring out how to file an AA case, and stress.
I had a situation almost identical to this where I had an AC that gave out and after a month with the warranty company, I just fixed it myself. Because it was July. In the southern United States. I didn't even know about arbitration. I just assumed the black whole of rotating customer service agents and canned answers is the end of the line.