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The key is to explain to them very calmly that they do not know what they are talking about.
Once that does not work, scream and yell and demand a supervisor.
Rinse - and Repeat.
They cannot hang up on you unless you swear at them or threaten them.
Eventually, you will get what you want, because they do not want to deal with us crazy americans.... Just a week ago , I got my entire laptop replaced (for just a wireless problem)
This generally works flawlessly with me and Dell....
When working with American companies, or any company nice enough to call you back asking about their service, make sure to tell them EXACTLY what you think... I did this with IBM a few weeks ago regarding a KNOWN ISSUE with their laptops that they were giving crap to us about fixing, and all of a sudden, I was on top of the world when I told the surveyor exactly what I thought of their service.
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