[cjslep]

Support reps are always allowed to do more. There's always a path of escalation that ends at the CEO. If a Dell-partnered senior exec (like from Fry's or Best Buy) was having a terrible customer support experience trying to RMA their Dell device, you can bet that if it didn't get resolved ASAP that there'd be a Dell exec personally flying out a new device and repairing their business ties in-person.

It just sucks for us little guys, because the only way to apply the same pressure is with publicity.

[foota]

True that the path exists, not that they're supposed to use it for some guy trying to get his laptop fixed.

[jon-wood]

Just this week I went nuclear with a particularly bad customer service experience. I'd been messed around trying to buy a Razer Blade Stealth which claimed same day shipping. Three days later I had no shipping confirmation and no response from customer support.

The day after tracking down the founder's email address a laptop was shipped FedEx direct from the factory.