From: Allan Ballard (aballard_at_ix.netcom.com)
Date: Tue Aug 10 1999 - 17:45:06 EDT
Recently my 760CD lost sound.
I took it back to the IBM authorized repair facility
for a look-see. It had kicked out FRU 1610 so
the sound card was the leading suspect. (90%
chance.)
They replaced the sound card, but the sound
did not return, and I took the unit home, thinking
the problem might be the mainboard (10%)
which is too expensive to repair on that unit.
I called IBM to find another shop closer to home,
but discovered the unit is still under warrenty, and
off it went to EZ Serve.
Imagine my suprise when EZ Serve left a voice
message that the repair would cost $1,054.00 and,
if they did not hear from me at once, they would
ship it back unrepaired.
About 40 calls later, I finally reached the person
who had left the repair estimate and asked, "how
do you square the cost with the warrenty."
He stated that all the screws inside were wrong,
except for the ones that were missing, that the
voice cable was broken, other stuff messed up,
and on and on.
I referred him to the receipt attached to the service
order detailing the DSP card replacement, my cost,
and who did that -- the only people besides IBM ever
to go inside the unit.
He referred me to escalation (his supervisor) who will
call in "12 to 24 hours."
Is this bullshit or what.
The LAST time I dealt with EZ Serve, about 2 years ago,
the modem went in broken, and they replaced the new
hard drive with a refurbished one (go figure) instead of
repairing the modem.
Idiots, the whole lot of them.
This is a production machine, I am leaving town Sunday,
and DO NOT have time to fool around with a barrel of
monkeys.
Allan Ballard
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