From: Randal Whittle (whittle_at_chaph.usc.edu)
Date: Thu Jun 16 1994 - 17:34:05 EDT
> At 8:00am Wednesday morning I called the IBM 800 Service number. Within 10
> minutes I was called back by local IBM Service. Within 2 hours, the machine
> was picked up from my office and taken in for repair. Early Thursday
> morning, the machine was returned to me at my office with a replaced screen.
> Everything was covered by warranty.
>
> What impressed me more than the 1 day turn around was that these guys were
> apologizing because they couldn't fix it on the spot. They had to get a
> screen brought in from Dallas.
>
> Kudos to IBM Service, and to Chip and Terry of the Austin IBM Service Center!
My experience was nearly as good (just add a couple more days to it)
and for a lot smaller of a problem (my screen hinge was just a touch loose--
and a rattling sound must have been the screw!).
Also, after only a few months, the connector where the power is
received decided to disengage itself from the rest of the cable covering,
hanging on only by a few wires.
IBM cheerfully sent me a new power adapter the next day and a couple
days later, sent UPS out to pick up the old one.
I am a previous owner of a SHARP notebook machine which had its
own little set of problems. I paid the $ premium for the IBM machine because
I wanted better service and assistance when problems cropped up. The extra
$ hurt a little, but it is times like this that make me *very* happy I bought
an IBM. I've never even been a big IBM freak, but after these positive
experiences, I may be buying more IBM machines in the future.
After years of customer ignorance, it seems IBM has learned their
lesson. I for one am very glad they did. Kudos!
-----
Randy Whittle whittle_at_chaph.usc.edu
University of Southern California School of Business (Fight on, 'SC Trojans!)
- Motorcycle nut, HP 48GX & 100LX user, & lover of fine chocolate...
"It's not denial, I'm just very selective about the reality I accept!" -Calvin
"Consensus is the negation of leadership." - Margaret Thatcher
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