Dialdirect ****med me.

They sent an accesor to access the sound system that I wa s claiming for ,the guy came to house and take pictures of the sound system, the surge plug,the DB board on the wall and switched it on and off and that was it.He did not open the system and test exactly what was wrong.After I received the email from Dialdirect that the accesor report says its wear and tear so they won't be paying for the repairs or replacement.My.argument how do you access the sound system with pictures and just eyes without doing the actual test using the tools to test?