What does it matter who said what and when?

If I go to the McDonalds and buy a Big Mac, and I take a bite out of it and it doesn't taste like what I was expecting, I would go to the register and say, "There's something wrong with my burger. It doesn't taste the way I expected it to. Can I:

A. Get a refund

Or

B. Could I get a replacement; another one that does satisfy me, the customer.

We are Larian customers. We are unhappy with the combat system and rules used for this game. We were expecting D&D 5e. We got something totally different.

Now, I'm not looking for a refund, but I'd like Larian to do something to make me a satisfied customer. If they do, I walk away liking Larian more because they were willing to do something to satisfy me and make me happy. If they don't, I'm likely not going to be a very happy customer and I might not ever buy anything from them again.