He's right, call up be firm and take no b.s. You are the customer and they should do anything to please after spending 2500. It is unacceptable if they do not send you a new laptop as this is clearly a big problem.
I have the lapcool4 and it works great, if you want, I suppose all you need is to keep it elvated and you will be fine. My temp even whie gaming never goes over 68 C