Genie – Wireless remote control

I bought a garage door opener in June 6, 2022 from Genie Garage Doors and was installed by them. On November 4, 2022 the wireless key pad does not work, I had called Genie on November 4 2022 at 12:05 pm. and talk to a customer service rep. and she said I needed to go up to the garage door motor, which I would have to go on a ladder, I informed her that I was not able to do so as I am disabled, and get dizzy on heights, she said that I had to as this is the only way to fix it. I ask her to send someone out and refuse to do so. I had ask to speak to a manger, and put me on hold for one hour then hung up. All want is to be fixed