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I guess it depends on how you see it. The sales department knew Mike was in Iraq, cause he was over there when he ordered it, and my wife had to use her power of attorney to sign some of the paperwork. When Mike was first on the phone with tech support after he got home though, I don't think they knew he was just home on leave, but by the second or third call, once I got involved at least the tech support person I spoke to knew - but it really didn't matter. They have no authority whatsoever, and it doesn't matter what the situation is - they can't bend. They have very narrow rules and all they can do is what is on the script in front of them. Throughout the 2 weeks, we were polite and tried our best to work with tech support within the rules they had. By the last day of Mike's leave though, I was on the phone with tech support and the guy wanted to start the testing on the phone all over again, and I blew my stack. I told the guy that enough was enough and if we had to start at the beginning again that we didn't want the machine any more. He said he could not authorize a return since it was now over 30 days. I asked for a supervisor and he said "I can let you talk to a supervisor but it won't do you any good. No one has the authority to return the machine after 30 days." I explained Mike's situation, as well as all the dates involved, and that we hadn't actually had the machine 30 days when it failed, but that we had run over the 30 days trying to sort it out with tech support. I also explained that the reason we didn't find out about the problem until we did was because Mike did not get home from Iraq until 28 days after we received the machine, but that it had been sitting in the box since it left the factory. The supervisor knew all this stuff, and that he was now going back to Iraq without the machine, and that we were willing to pay the 15% restocking fee, but she said no one at her level could authorize the return. I asked to speak to someone who could, and she said you can't call them - they call you. So she said she would forward the information about Mike's situation and they would call within 24-48 hours. I waited several days and never heard from them again until after my original post here. When I did hear from them they said once again that they would not take the machine back, but at least they were going to allow me to ship it in for repair at their expense rather than to continue shipping parts back and forth. That's where we are now. The machine is in transit back to the mothership right now...
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