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I put in a service call to Dell to replace a customer's failed SSD middle of November. The web portal kept updating me every few days saying the part was backordered. Finally I called to inform Dell this wasn't just someone's gamer PC, but used to calculate patient treatment, and that I needed it to be either replaced or repaired. They informed me that the service request had been closed a couple weeks ago, despite the website informing that it was still open and the part backordered.
I asked why the case had been closed, and they informed me that it's normal to close a case when parts are shipped. Since no parts had been shipped, I asked why the case was closed, and they pretended I didn't ask a question.
No problem I was told, now that warranty had expired 2 days ago, they could replace the failed SSD as paid service. This was 1hr into the "conversation".
I told the foreigner to transfer me to management, and was then transferred to a support line above the basic level, where people speak English natively and don't read a script like a mindless robot. The rep said he would speak with management and they might make an exception to replace the drive despite being out of warranty. I stated that they will replace the drive, and kept to myself the internal dialogue that I was making an exception by allowing them to anything but "yes sir".
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