I'm closer to resolution, and some of it now looks potentially a little fishy:
I spoke to EZ Serv again today (this is four full days after they received the machine and placed it on hold). They again knew nothing of the status beyond "on hold for backordered part, no ETA." I explained the situation and the case was re-escalated, and I was put in touch with a manager.
He called me on schedule and repeated the offer of an XGA that had been made to me two days earlier by the department-unidentified individual. I repeated that I couldn't accept that. He then informed me that he had just been on the phone with someone who said that a shipment of SXGA's might have arrived, and he'd hear back from that person shortly with a confirmation.
He called back 20 minutes later to inform me that the SXGA's had arrived, and the repair center will install one of those on my machine (though he wouldn't make any promises as to when).
I asked if the part would be new or refurbished, and he said they're all refurbished parts.
So, one must wonder various things, like:
- Why did they think it would take until February to get refurbished SXGA screens?
- Why was I again offered an XGA replacement even while it was already known that an SXGA screen might be available as we were speaking?
- Do they have a >relative< shortage of SXGA's, so they're trying to pawn off XGA on those customers who are willing to accept that?
Other speculative conclusions are welcome.
I'll report back as to the final repair status of the machine.
- TK
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Received on Fri Sep 17 13:25:34 2004
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