Jeff, If you even feel your voice start to rise, stop, take a breath and grab paper and pen. Make sure you get that reference number. Get a first, and last name - ask for spelling. If they will not give you a last name, ask to speak to a duty manager or someone who will give you their last name. It's gotten to the point that I write down names before giving any detail. After getting hung up on a few times I got real tired of that service. When I finally got someone who gave a rip - they were steamed at the person who hung up on me. If I had the name I really doubt they'd still be with IBM. Names matter - just saying something like "I think the accent sounded like (xxxxxxxx)" doesn't really help - large departments. Several of these people would really benefit from some classes like "Seven Habits of Highly Effective People". Especially the habit "Seek first to understand - then to be understood." Rob Berendt -- Group Dekko Services, LLC Dept 01.073 PO Box 2000 Dock 108 6928N 400E Kendallville, IN 46755 http://www.dekko.com "Jeff Crosby" <jlcrosby@xxxxxxxxxxxxxxxx> Sent by: midrange-l-bounces@xxxxxxxxxxxx 06/14/2004 02:16 PM Please respond to Midrange Systems Technical Discussion <midrange-l@xxxxxxxxxxxx> To "'Midrange Systems Technical Discussion'" <midrange-l@xxxxxxxxxxxx> cc Fax to Subject Don't you just love outsourcing . . . Placed a service call to IBM Friday morning on a 6400 printer. Got no reference number. Called in just now to check because no one has called or shown up. IBM has no record on a service call on this particular printer. Placed another call. Took 7 minutes to place because the lady on the other end could not reasonably speak or understand English. Then it took another 7 minutes on hold until a 'consultant' was available. All the consultant did was 1) verify contact information, 2) ask what the problem was (which I had already detailed to the first person), 3) ask if we tried another ribbon, and then 4) dispatched it to the local CE. Arrgh. I'm not used to this kind of 'service' from IBM. -- Jeff Crosby Dilgard Frozen Foods, Inc. P.O. Box 13369 Ft. Wayne, IN 46868-3369 260-422-7531 The opinions expressed are my own and not necessarily the opinion of my company. Unless I say so. -- This is the Midrange Systems Technical Discussion (MIDRANGE-L) mailing list To post a message email: MIDRANGE-L@xxxxxxxxxxxx To subscribe, unsubscribe, or change list options, visit: http://lists.midrange.com/mailman/listinfo/midrange-l or email: MIDRANGE-L-request@xxxxxxxxxxxx Before posting, please take a moment to review the archives at http://archive.midrange.com/midrange-l.
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