RE: RES: OH MY GAWD!

From: Steve Landess

Kind of off topic, but speaking of technical support:

Ha.  Mine gets worse, Steve.

I sent an email to Sam Palmisano.  His office also monitors his email, much
like Michael Dell's.  And you get a response.  Well, in this case, I got a
phone call -- two, in fact -- and was promised a follow up.

Here's the followup:

"I have reviewed your complaint about the poor service level you received
yesterday within my Team. I was very disappointed to read all the steps you
went through to get an explanation about your invoice for finally being cut
on the line. I did review the issue with my representative; the line got
disconnected but she did not call you back to properly close the request
with you. This is not at all the Service Level we expect from any IBMer: our
primary goal is Customer Satisfaction and we always do our best to achieve
it. My representative certainly did not commit to it yesterday. I apologize
on her behalf."

Uh huh.  The line got disconnected but she did not call [me] back.

You begin to wonder about the basic ethics of people these days.  Am I
supposed to believe this?  That we just "happened" to get disconnected and
the rep just "happened" to not call me back?

Anyway, I'll be writing about this.

Joe