Re: Just a simple service call . . .

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I would also say that my experience does not match your unfavorable session.
 An  IBM employee even phoned me from their home after their day was long
over to follow up and see how a grueling long repair session was going.  The
call was far more than a formality because we did need more information as
she had suspected we might and she had taken her manual home with her.  That
sort of service just is not available anywhere else in the world that I know
of.


--------------------------------------------
Booth Martin
MartinB@Goddard.edu
802-454-8315 x235
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-------Original Message-------

From: midrange-l@midrange.com
Date: Wednesday, October 31, 2001 11:18:05 AM
To: midrange-l@midrange.com
Subject: Re: Just a simple service call . . .

Jeff Crosby wrote:
>

> I DO have a problem, however, with how IBM handled it. Throughout the

> entire thing I was made to feel like I was either totally inept or

> trying to pull a fast one. There was no sympathy/empathy whatsoever

> from the IBM people for my plight. Thank God I wasn't down. Even after

> I told IBM I had an IBM document stating that S/N was here, they simply

> didn't believe me. She literally said IBM could not have made that

> mistake.

>

> I'll let you all know how it all comes out. And yes, I'm going to ask

> for some paper from IBM proving they know exactly what I have on

> maintenance.

>


I assume that if IBM gives you a follow-up satisfaction survey call
regarding this incident that you'll take the time to properly lambast
this woman? I hope you have the charmer's name! I've had great luck
over the years dealing with IBM if I just took the time to let them
know how POed I am about something (and conversely, how pleased when
I'm that way too).

FWIW, I almost lost my regular CE to a much less favored one during
one round of IBM downsizing. The one I liked was younger and had less
time with the company than did the arse that I would have inherited
should things have gone as planned. A couple of phone calls later
(and a lengthy meeting with the area service administrator) had the
tables turned. I still have my favored CE and the other guy was
laid-off.

The moral to my story is this: IBM is so big that people like you
mentioned survive because so few customers complain. I kept my CE
because I pointed out the problems I had with the other. Once his
boss checked with other customers who had the unfavored one as their
regular rep, he found that what I was saying was accurate. For all of
IBM's changes through the years they still HATE to hear of unsatisfied
customers!

Barry
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