Submitted a ticket to replace a bad hard drive.
Waited a couple days; it didn't show.
Checked the ticket; it was closed with the message "CANCELED CALL DUE TO NO CUSTOMER RESPONSE". I was never contacted.
Resubmitted the ticket; same result.
On closer inspection I realized I had transposed two digits on the serial number.
Now, there are three different places where the system could have caught that.
First of all, the company has a page where you can check warranty status for your computer. If you enter a bad serial, it will tell you it is a bad serial. There is no good reason why this check exists in isolation on a separate page and is not performed automatically when you actually submit a ticket.
Second, the company could have actually called me and told me it was a bad serial.
And finally, they could have fucking put "invalid serial" somewhere in the cancellation notes instead of that bullshit about how I didn't respond to their total lack of contact with me. That way I would have at least had some fucking idea why my request was cancelled instead of having to figure it out entirely on my own.
So anyway. I submitted the ticket a third time, with the correct serial number.
Today I got a box to ship the entire laptop to them.
I don't NEED to ship the entire laptop, dammit; I just want a hard drive!
