Unless things have changed a lot, here is what to do...based upon having worked at a Dell call center here in Ottawa for about 8 months...
Here is what to do...as soon as you contact the rep, tell them that this is an escalation, and that you have to talk to their L2. L2s have more leeway to do things, and do things more sensibly at Dell...especially these days. Wait for the L2, he or she should introduce themselves, MAKE SURE AND GET THEIR NAME! Explain to them what has been done, tell them it is obvious that it is either the cable, or the DVI output on the card...and the proper solution is to replace BOTH THE CARD AND THE CABLE as this will reduce any repeat calls that will be a hit on team rankings. Yes, agree to send the card and cable back. You should just be able to pack it in the box the replacement card and cable came in.
no subject
Here is what to do...as soon as you contact the rep, tell them that this is an escalation, and that you have to talk to their L2. L2s have more leeway to do things, and do things more sensibly at Dell...especially these days. Wait for the L2, he or she should introduce themselves, MAKE SURE AND GET THEIR NAME! Explain to them what has been done, tell them it is obvious that it is either the cable, or the DVI output on the card...and the proper solution is to replace BOTH THE CARD AND THE CABLE as this will reduce any repeat calls that will be a hit on team rankings. Yes, agree to send the card and cable back. You should just be able to pack it in the box the replacement card and cable came in.
Good luck!
ttyl