I AM...
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IBM Support
6/18/2008 07:18:00 PM
Where it all started
For the last several months my laptop (a Lenovo tablet) has been giving me a weird issue with my screen. Depending on what position the screen was in, the screen would show some weird horizontal lines.
Not really the easiest thing to read while in class trying to take notes.
Case 1
May 27th: Called to get my laptop screen fixed
May 28th: Received the box to send my machine to the the depot, got the machine sent back out
May 30th: Machine Left the repair depot to come back to me
June 2nd and 3rd: Attempt to deliver my machine, but I was not home
June 4th: Got my machine back
I am very impressed with IBM support at this point in time. Very fast repair, all shipping was overnight Very minimal down time for me.
Case 2
When I first started up my laptop I noticed that the resolution was larger... or smaller depending on how you want to look at it. The text was larger while the resolution size was smaller numbers. I figured it was an easy enough fix. Once I got logged into the computer I was given a "Found new hardware message". I figured this was also an easy fix; except that the device was an unknown device and couldn't install any drivers. Moved on to fix the resolution and found that it was already at his max.
At this point I started to feel like IBM's service was lacking. I also noticed in the midst of everything, that my indication lights (power, battery, caps...) weren't all working. I decided it was about time to give IBM a call. When I went to go look for the number to call, I also found that they had replaced my keyboard. I have never been told why, but I am assuming it had been broken.
After talking to an IBM rep, they said they would send me out another box to send my machine back in with. Also I was told that my machine was being marked as an escalated case and my machine would be well taken care of. I think IBM should raise their standard of their lower level techs. It might cost them some in salary, but it saves them in shipping and a higher level tech from having to fix it a second time.
Back to the timeline:
June 5th: I got my box and sent it back in
(after such a great return time on the last laptop, I was expecting a fast return on it)
June 11th: I called to check on the status of my repair. I was told they were waiting on some parts to come in so that they could repair it; however, they did not have an estimated time on when they would receive those dates. The recommended I call back the next day to see if the numbers had been updated.
June 12th: Called to check the status. I was pretty much told the same thing about no ETA and to check back the next day.
June 13th: Same deal. This time I complained just a bit. I was put on hold and was told he was going to talk with the escalation department. After a little while he came back and told me they had worked it out such that my machine would be repaired to me over the weekend and I would have it on Monday. I was some what skeptical about this as that would require same day shipping, but there was nothing I could complain about.
June 16th: No laptop. Called, I was told by this rep that the previous rep must have been mistaken in reading the notes wrong because there was no way for that to happen. I asked if I could receive a loner machine as I was coming up on 3 weeks with out a machine. I was told IBM does not send out loner machines; however, I could call the escalation department directly and see if I could get anything worked out. After calling the number he gave me, I was confronted with a lady who seemed confused as to why I had been redirected to her. She gave me no new information
June 17th: I took a day off from them :-)
June 18th: 3 weeks ago I sent in my laptop. Called in the morning. This lady put me on hold for at least 5 minutes if not 10. When she came back she told me their was a possibility of them sending me my machine and then getting it repaired once the item came in. However, she was unclear as to what item it was they were waiting on and it would require contact with the members on the floor (presumably the techs). She said she would give me a call back with more information. After requesting a time in which she would get back to me, she told me 4pm today. After I got back from work around 5:30 I decided I would give them a call to see what was up. The guy I talked with said he didn't think the previous person was being straight with me about them being able to send the machine out to me with out it being fixed. Either way, he said he could file a complaint with the escalation department on my behalf. He noted that I would be requesting a new laptop sent to me. This is after he told me that IBM does not have the ability to give me a refurbished or a new laptop. After asking why he said because this was a repair. Lots of back and forth with that one, but I was getting no where. I also asked for the number of the escalation department. I was told that I would call the number I called him at and they can direct me. So what exactly was that other number I was given by someone else?
At any rate, he told me it would take 24 to 48 hours for my complaint to be processed by this mystical escalation department. In this time they will call me to follow up on it. I guess I will just have to wait any see, but nothing I have seen yet leads me to believe I will be hearing from them. You better expect that Friday afternoon if I haven't heard anything from them, I will be giving them a call.
Where did they go wrong?
I don't want to call them lies, but rather "mistaken words"... lets just count them.
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