From: Bill Morrow (penzance_at_icanect.net)
Date: Thu Dec 10 1998 - 01:44:10 EST
The EZ serve operation WAS sold off...
over a year ago..
this is a fact..
that could have changed, but i've heard nothing about it...
when i had a machine back from a customer in canada and sent it to ex serve, i got
the same response about the part of the bottom case over the CD opening on a
755CDV..
i was told that there WAS no supervisor except the smart ass boy i was speaking to
and over him was only the head of the PC company.. he refused to completely identify
himself and my customer wound up paying about $200 for a bad engineering job on the
part of IBM.. IMO..!!
SO, just keep at it, be nice, be firm, be rational, have your facts lined up in a
row and be persistent..
bad engineering is just that, bad engineering.. if the door is flimsy, it should be
covered by warranty, especially if the cost to repair is trivial from the point of
view of IBM..
but i think that ez serve operation gets a flat rate, and thus is not inclined to do
more than absolutely required, anything else is, and this IS a guess, a profit
center..
in the old days, send a machiner in with a failed display (or whatever), get it back
with all the cracks patched, a new trackpoint tip, new rubber feet, the worn logo
replaced, and anything else in need of help, fixed up..
now, while the service is still WAY ABOVE what you get elsewhere, it is NOT like 3
or so years ago..
Teresa Selling wrote:
> The person I spoke with at EZ-Serve claims they are still IBM. Anyway I called
> to have this problem escalated (after hours) and it was supposedly attached to
> my case#. But today I got a courtesy call that the thinkpad would arrive before
>
> 3pm. It arrived, still broke. Called EZ-Serve again and they keep re-iterating
>
> that plastic is not covered under warranty. They don't claim that the thinkpad
> was abused or anything, just that plastic is not covered ( "It's still
> functional isn't it"
> was one response). Evidently the thinkpad can fall apart and its not covered
> under
> warranty! I got a phone number to lodge a complaint with IBM, and should here
> back withing 48 ours or so. The IBM representative was very pleasant and
> reassureing who tookall the information down. I believe IBM needs to rethink
> how
> EZ-Serve handles warranty issues. I'm beginning to think the extra money spent
> on thinkpads (I used to think their warranty was worth it) may be better spent
> elsewhere.
>
> Bill Morrow wrote:
>
> > All y'all, must understand that ez serve has been sold and has not been part
> > of ibm for a year or more..
> > they have the ibm contract for repairs (and probably have other contracts as
> > well)...
> > they are a profit making business (the owners hope) and will profit from
> > chargeable repairs..
> >
> > John Kim wrote:
> >
> > > On Mon, 7 Dec 1998, Bill Morrow wrote:
> > >
> > > > Teresa..
> > > > start working your way up to a supervisor..
> > > > ez serve has been known to become difficult before..
> > > >
> > > > the paint thing was an example..
> > > > i had to fight to get the paint covered under warranty..
> > > >
> > > > they kept insisting that the paint was perfect and that the machine must
> > > > have been abused..
> > > >
> > > > be nice, but be insistent..!!
> > >
> > > And if all else fails, send the machine in to get warranty
> > > stuff fixed. Include a note mentioning some of the cosmetic
> > > problems you'd like fixed. EZ-Serv has called me both times
> > > I've done this with an outrageous estimate for repair of the
> > > cosmetic stuff. I told them not to fix it, and got the
> > > machine back with most of the cosmetic problems fixed anyways
> > > free of charge. Apparently the folks who actually do the
> > > repairs are not as anal as the folks in charge of authorizing
> > > repairs.
> > >
> > > --
> > > John H. Kim
> > > kim_at_stormhaven.org
> >
> > --
> > Happy Trails...
> >
> > ** Bill Morrow ** :-)
> > WEB page http://thinkpads.com
> > Thinkpad User Community: http://thinkpads.com/enter.html
> > bill_at_thinkpads.com, morrow1_at_compuserve.com, morrow_at_treco.net
> > 770X-7AU(8.1gig, 261meg),
> > 770ED-5AU(8.1gig)<--For Sale
> > 760ED(3.0gig, 104meg),
> > 701C(6.3gig, 40meg),
> > 755CE(no gig, 40meg),
> > 750C(no gig, 4meg),
> > IBM WorkPad(1meg)
> >
> > Including, but not limited to, Subject to prior sale, Your mileage will vary,
> > Done on a
> > closed road with a professional driver AND Do not try this at home..
-- Happy Trails...** Bill Morrow ** :-) WEB page http://thinkpads.com Thinkpad User Community: http://thinkpads.com/enter.html bill_at_thinkpads.com, morrow1_at_compuserve.com, morrow_at_treco.net 770X-7AU(8.1gig, 261meg), 770ED-5AU(8.1gig)<--For Sale 760ED(3.0gig, 104meg), 701C(6.3gig, 40meg), 755CE(no gig, 40meg), 750C(no gig, 4meg), IBM WorkPad(1meg)
Including, but not limited to, Subject to prior sale, Your mileage will vary, Done on a closed road with a professional driver AND Do not try this at home..
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