From: STeve Andre' (andres_at_msu.edu)
Date: Mon Nov 04 2002 - 17:53:31 EST
Class action lawsuit? Why?
This is an individual problem, not en mass as far as I can tell.
Besides, I would rather IBM do the right thing here. There are
two parts to what I consider correct behavior: first, to realize that
they're service system is over-zealous in inspecting things (I
mean, the spill is *really* minor), and more importantly how to
deal with a customer in this situation. The letter I got was perhaps
even more infuriating than the actual hardware problem is.
There has to be a better way. Reason has to win inside IBM. It
has to, else IBM is doomed. I don't want to see that.
--STeve Andre'
On Monday 04 November 2002 05:46 pm, Bruce Markowitz wrote:
> Only on terminology will work
> Call Legal in Armonk NY and say:
> CLASS ACTION LAWSUIT
> ----- Original Message -----
> From: "David Goldman" <David_at_DGoldman.Com>
> To: <thinkpad_at_stderr.org>
> Sent: Monday, November 04, 2002 3:48 PM
> Subject: Re: [Thinkpad] EZ Serv insanity update 2
>
> > At 02:04 PM 11/4/2002, STeve Andre' wrote:
> > >Well, I just got a call from a Mike at IBM, about my "offensive
> > >or biological hazard" in my ThinkPad.
> > >
> > >I lose.
> > >
> > >He said exactly what the other people at IBM said: that something
> > >(cat urine? cat hair?) was in my machine, and they would not deal
> > >with this until it had been cleaned by someone else. After that my
> > >unit would be repaired on a billable basis: my warranty is gone,
> > >due to "negligence" on my part.
> > >
> > >The part that I found so interesting about this call was that it wasn't
> > >helpful at all. No hint of trying to help the customer here.
> > >
> > >Wow. I don't think I can recomend ThinkPads any more.
> > >
> > >I am sad.
> >
> > I find it interesting that they could not / would not tell you exactly
> > what is wrong. For example, couldn't they tell the difference between
> > cat hair and cat urine? And if it was urine, how would they know the
> > difference between cat/dog/human urine? Do you even own a pet (or an
> > ill behaved child)?
> >
> > If you have the ability to contact "Mike" again, I'd ask for a SPECIFIC
> > answer regarding what testing was done to determine that something
> > "offensive" was on your system. Did they use a chemical test? A black
> > light? A alcohol wipe (a la current airport security checks), etc. If
> > they refuse to identify the testing method they used (and where in the
> > warranty statement they previously informed you that such "offensive"
> > material would void your warranty), then you intend to take them to
> > small claims court over the arbitrary loss of value of your Thinkpad
> > associated with a loss of warranty. Also indicate that you will file
> > a complaint with the BBB. Finally, if "Mike" is not available, I'd
> > ask to speak to his supervisor.
> >
> > This issue is *NOT* resolved until they can supply some proof that they
> > did something more than flip a coin to determine that they could/would
> > void your warranty.
> >
> > Good luck. Don't give up yet!
> >
> >
> > --
> > David Goldman
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