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midrange.com
Might this have been Sol Schwartz, who's now in Domino support? Sounds
like his accent.
Rob Berendt
==================
"They that can give up essential liberty to obtain a little temporary
safety deserve neither liberty nor safety."
Benjamin Franklin
"Phil"
<sublime78ska@yahoo To: <midrange-l@midrange.com>
.com> cc:
Sent by: Fax to:
midrange-l-admin@mi Subject: RE: Just a simple
service call . . .
drange.com
10/31/2001 12:38 PM
Please respond to
midrange-l
There is a distinction here - the support people and the gatekeepers.
I've had similar problems with the gatekeepers when the paperwork isn't in
order. Like someone said, I've learned to say what they want to hear.
(How
many people have pretended to be someone else when calling because the
people on the call list aren't in and your name was never put on the list?)
Once I'm talking to support I've had superb experiences.
With the as/400 firewall (good riddance, eh?) I would have problems on
weekends where the support person called someone at their home (I think he
was Russian - Sal or Saul the name sounded like - exceptionally helpful),
and that guy eventually would get signed on to my system. That product
must
have ruined a number of weekends for him!
I can still hear his frustrated voice in my head: "Please, we must work
with
one variable at a time".
Phil
> -----Original Message-----
> From: midrange-l-admin@midrange.com
> [mailto:midrange-l-admin@midrange.com]On Behalf Of Booth Martin
> Sent: Wednesday, October 31, 2001 11:37 AM
> To: midrange-l@midrange.com
> Subject: Re: Just a simple service call . . .
>
>
> --
> --
> [ Picked text/plain from multipart/alternative ]
>
> 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
> --------------------------------------------
> -------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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