I signed up with a Jewish company for internet service with a filter, and the filter was not working properly. The company insisted that I call tech support before canceling, but since the service did not work the way it was supposed to I just wanted to cancel and be refunded the sign up fee. Am I entitled or must I first try tech support?
Provided it was not part of the contract, you do not have an obligation to try tech support first, and you are entitled to the refund. However, if the alternative is a non-Jewish company, it might be worth trying, in line with the mitzvah of taking one’s commerce to Jewish establishments where possible.