What's the most effective way to escalate EZ Serve?

[whizkid]

I have an X21 with a wonky hard drive. I called EZ Serve on 10-5. They said they'd send a hard drive and recovery CD. The next day, the CD arrived. On 10-8, I called to check on the hard drive. They said none were in, and there was no ETA on them. I asked when they were supposed to come in. I was told it would be looked into and they would call me. They never did.

Today (six days after the first call) I was on the phone with them for 45 minutes. They do not have the 20GB drive, nor do they have the substitute, and they have no ETA on when they will get drives. Their technicians do not have any way to know which drives might work in the machine and apparently cannot send me anything else.

I asked the technician for his supervisor. He took my number and said I would be called back.

How do I get them to meet their warranty agreement with the least effort on my part? Who do I ask for? What magic words can I use?

Thanks,
Chris

[BillMorrow]

most ANY 2.5 inch HDD will work just fine in the X20..

if ibm is out of HDD's they will get more in soon..

to escalate just call again with your case number..

be firm, be nice..