In addition to thoroughly documenting all phone calls (and I'd tape some,
just make sure you tell them it's being taped), you should get the address
of the highest person in the chain of command handling your incident. Then
you need to make specific demands in writing, with specific consequences if
they fail to respond properly. (You can warn them over the phone that you're
going to do this. Sometimes just the fact that you have the letter drafted
can get them to move.) Example: demand delivery of the laptop either back
to you or to DT&T within in 72 hours, or payment of the claim for the
missing laptop, OR... you'll refer the case as a possible criminal fraud to
the state attorney general, you'll file with the Better Business Bureau, and
you'll notify your local TV station's consumer affairs reporter and work to
ensure maximum public attention to their handling of the case. Then go to
the post office and send the letter by overnight mail.
Basically they expect people to cave in the face of an implacable
bureaucracy. YOU need to basically threaten rapid escalation to nuclear
weapons. I've never had a shipping problem like this, but I've had billing
problems and insurance problems where drastic measures were needed to knife
thru the red tape. Only once have I actually had to call the state attorney
general. When you mail these folks a CC of the actual complaint you file
with the state, that ought to get them rattled. After all, the only thing a
bureaucracy fears is an even bigger one! One that can cost them thousands
of dollars.
Obviously, whatever consequences you choose, you MUST follow through. The
only other thing that will really shake them is if you happen to know a
lawyer who'd write a letter for you. Tends to get their attention when they
get a letter from an attorney representing a dissatisfied customer.
Just my 2 cents. I'm not a lawyer, nor do I play one on TV... :-) Just
realize that you have some real weapons in your arsenal. Don't be afraid to
use them.
- Eric.
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