Sony — Vaio Pro has problems. Not getting help as committed.

It is a premium laptop, top of the line from Sony - quite expensive. Having problems from day one with brightness (complaint #[protected]. Talked to sony several times. The engineer asked me to restore the laptop to original state. Being engineer myself I told him that it won't solve the issue. But he insisted. It was an enormous amount of wastage of time as even after doing that the problem persists. I was told few days very senior engineer will again call me within a day. It did not happen. I called today morning at 10 am; I was told no engineer comes by noon! Then I asked to talk to the supervisor; I was refused. Then I mentioned I will fill a complaint if you won't help me. I was told that the engineer will call me in an hour (that is, by 11:15 am!) Who is lying to whom? Who is taking for a ride a customer? I wonder if this problem can be fixed or I need to hire a lawyer. Please advise as this is my first time on this website. I do not know if this is answered by one of the buyers or the Sony itself (they do not have any option on their website where you can file a complaint).