From: Randal Whittle (rwhittle_at_usa.net)
Date: Sat Apr 01 2000 - 09:56:40 EST
At 01:26 AM 04/01/2000 -0500, you wrote:
> > How many places will call you up after a repair is done--under
> >warranty--and tell you that you owe an exorbitant bill and that they plan
> >to hold you machine hostage until you pay up?
>
>As I said, mine was only one data point, but it was a good one. Sorry
>to hear you had problems; I don't mean to imply that my good experience
>in any way cancels out your bad experience. IBM should strive to
>ensure that every customer is a happy one.
>
> >>I'm only one data point, but I've certainly had a good experience with
> >>IBM's Thinkpad Repair Service and would not hesitate to use it again.
> >
> >
> > What other choice do we have?
>
>Well, if I felt as strongly as you seem to I guess I would consider NOT
>buying a Thinkpad the next time around. Of course that doesn't help
>those who already own Thinkpads and need service.
I've done that route--and came back. Regardless of the
disappointment I've often felt about EZServe, ThinkPads are still, IMO, the
best machine out there overall. I've owned...oh...6 laptops in the past 6
years, my first being a Sharp and my 2nd being a TP 750C. Then a
701C. Then a 560. Before I got my current (now 2-year old) TP 600, I
briefly owned an NEC. To be honest, the NEC was a nice machine--very
likeable. But it wasn't a Thinkpad. I think I owned it for 1 month before
deciding to sell it, and then got the TP 600.
I love ThinkPads, and my next notebook PC will likely be another
one. Every time I have bought a *non* ThinkPad, I wish I hadn't, and ended
up being quite unhappy, then replacing it (with a ThinkPad).
I decry EZServe because those of us who are old-timers remember
when they really *were* a class act--prompt, incredible service, no
questions asked. They'd do things that *really* surprised you, like
replace stuff you didn't even know needed replacing. People talked about
it--they were absolutely *delighted* with IBM's service, and the premium we
paid for the machines dictated that we *should* be. The reputation was
well-earned, and people were only too happy to spread the word about it.
Problem: We're still paying a premium for these machines, but the
service has flopped. My "old days" experience with EZServe was limited to
battery replacement when it died prematurely, and an A/C adapter
replacement (something I've had to do 2x with my TP600 as well).
Now to be fair, the last time I sent in a TP for service was about
1 year ago, and it was my current TP 600. It had intermittently been
casting a pink "haze" on the screen, which could be manipulated to get it
back out, but then one day it went permanent. EZServe took the machine,
and 2 days later called me back with a repair bill. It was less than a
year old and still under warranty. Reason? "User Abuse". My *butt*! I
pamper my machines in any way possible--there is *no* way I could possibly
have caused that pink screen!
It required escalation to supervisors, and then the next level
after that. Finally someone started to talk sense, and then a more
conscientious technician looked it over, realized that the connector
between video & motherboard was slightly defective, and they fixed the
problem and sent it back to me.
Good service? Ultimately--yes. But only after I kicked,
screamed, and scratched to get these jerks to get the clue that I had *not*
in any way abused that machine. When someone who was *competent* finally
looked at it, that much was very, very clear. The point being, that I
should never have had to do that. But it wasn't the first time, nor was my
case isolated. MANY on this list have reported very similar experiences.
My machine ultimately got fixed. So why am I moaning? Firstly,
the accusation is insulting in the first place, particularly with zero
foundation for making it. With so many people reporting this, I suspect
this is done as a matter of course to see how many suckers they can get to
actually *pay* for something that *should* be covered under warranty. The
extra time & effort (and searching!) required to escalate the case to
higher levels (where apparently the only sensible people work) is fairly
extensive, and shouldn't be necessary at all, if they took service
seriously. But I've had to do it 2x, and this kind of experience seems to
exceed the perfectly smooth experiences by a longshot, based on data from
the list.
Here's a major contrast: It was about 6 years ago when this list
got started. Most people had a flavor of the 750 model, and we also had a
few 700 and 720 owners. EZServe was never an issue--actually, quite the
opposite. If you had the time or inkling to go search the archives (they
exist, but I forget where), then you would see, to my memory, not a
*single* negative comment about EZServe, and I'm guessing that would be the
case for at least 2 years. What is all the more astounding, is that what
*do* read about EZServe is OVERWHELMINGLY positive! ThinkPad owners were
*always* delighted in how IBM handled their machines--fast, competent,
nearly instant turnaround, and no questions asked. They even went above
the call of duty, fixing & replacing things that you didn't even realize
were in need of fixing. They even replaced the TrackPoint cap without your
asking! They were undeniably the best. They *knew* how to fabulously
delight a customer, and I *guarantee* you that experience--or even just
*hearing* about that experience from a fellow Thinkpadder--guaranteed a
future customer would come back (to buy another ThinkPad), and that others
who heard about it would *become* ThinkPad owners in the future.
My reasons for buying a ThinkPad then had a lot to do with the
level of service from EZServe. That's part of what motivated my purchase
of a 701 and a 560. My reasons for buying a ThinkPad today aren't because
I know the service/warranty is great--because it just *isn't* (isn't great,
that is--perhaps its not even very good). What brings me back today is
that other machines suck. I defected in buying that NEC 2 years ago. I
would never have bought it if I felt EZServe was still the great operation
it once was. At the time, I felt the price premium for TP's was
undeserved, particularly given the drop in warranty service level. So why
pay so much for a machine when you can get just as shoddy treatment from
some other company for less money?
ThinkPads still carry a nasty price premium (the good ones
anyway--the i-series is cheapo crap and the 3xx series isn't exactly
high-end either). I bought the 600 because of its combination of
features--and let's face it, the better Thinkpads really *are* better (than
other notebooks). But the service stinks. So you just hope and pray
nothing goes wrong.
The problem is that nobody else's service is any better. They all
stink.
If anyone else comes up with a combination of a great machine and
great warranty service, let me know. Right now I just have a great machine.
- Randal Whittle
Iceka Consulting
ADDENDUM: Bill Morrow pointed out that some years ago, IBM "spun off"
EZServe--that is, they are no longer part of IBM, but rather an independent
business that contracts with IBM. This spin-off coincided with the huge
drop in service level. As a (presumably) profit-seeking entity, apparently
part of their strategy is the give the warranty customer a difficult time,
attempting to extort money from them. IBM has not figured out that
allowing them to get away with such tactics is bad P.R. My field of
business is largely in P.R. & Marketing, and I can state firsthand as a
professional opinion, that this is *really* bad. I strive with my clients
to ensure that even the *perception* of a raw deal is avoided. IBM *used*
to do that.
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