SIERRA INC

When I initially went to the address I was given (558 State Street, Racine) I found a brick wall. Literally a brick wall with a mail box and the address. I drove past it three times, because I was looking for a building. After a phone call to the business, I found out that there is no business building at that location. Just a drop off point and that no one was there that day, they were in their Heartland office. I was fortunate enough to be able to leave my laptop at another, secure, location nearby on October 29th. I admit that I was partly at fault because I did not call ahead to confirm is there was anyone there to receive my laptop before i arrived. I waited a week to call and find out what the situation was (through the plan that I purchased I was promised results within 1-3 business days) and I was told that the motherboard was fried and they needed to replace it. Apparently that is a VERY hard thing to accomplish as they can not just get one from Dell. I was told that there were none available- he had tried three places and had one more to call and check. He asked that I call back in a few days and he should have an answer for me. I waited another week and called back. Again I was told the same thing- he was trying to track the part down, he had called three different places and had one more to check. This was on a Tuesday, he told me to call back on Thursday and he would have an answer for me. At this point, this company has had my laptop for three weeks. I found out through someone else in the same business that because my laptop was less than a year old, the part was not available at all. They were not making replacement parts for it yet. I called once a week for the next two weeks and got the exact same response both times- He had called three different places and had one more to check. After hearing this for going on four weeks, I was getting very frustrated. The following week, the Monday after Thanksgiving, my laptop was finally claimed out and I was able to replace it. The man who worked on my laptop, Jim, was very nice on the phone. He gave me what answers he could, and was able to mail me my hard drive back after it was determined that my laptop could not be fixed. Most of the problems was with the company that was insuring the laptop to begin with.