RES: RES: OH MY GAWD!

Joe,

But did IBM solve the first problem?

So IBM sent you a wrong invoice (or something like that, wich is already
lost on the first posts)...

Then you called IBM that couldn't answer about that first issue,
generating a second problem...

Finally you try to find SP to solve your second (and first?) problem,
and received an incomplete answer from IBM, generating a third
problem...

Take a look on how much time did you spent with that and calculate
average costs caused by a first problem wich didn't have to appear ever.


I've seen (and calculated) that before many times. Sadly, most wrong
answer loops tends to be more expensive than the fact wich generated it.

OK, that happens to other vendors too, but it stops on the second or
third loop.

Regards,

Rubens

-----Mensagem original-----
De: midrange-l-bounces@xxxxxxxxxxxx 
[mailto:midrange-l-bounces@xxxxxxxxxxxx] Em nome de Joe Pluta
Enviada em: terça-feira, 20 de março de 2007 23:21
Para: 'Midrange Systems Technical Discussion'
Assunto: 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


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