From: Bruce Markowitz (scosgt_at_worldnet.att.net)
Date: Mon Nov 04 2002 - 18:47:06 EST
It is Class Action if they refuse to honor their warranty, and you may have
specific rights under State Law.
If they claim the spill is the cause of a specific problem you would
probably need to pay to fix trhat problem.
But once replace the new keyboard/system board is under warranty, and that
should have nothing to do with the rest of the system
----- Original Message -----
From: "STeve Andre'" <andres_at_msu.edu>
To: <thinkpad_at_stderr.org>
Sent: Monday, November 04, 2002 5:53 PM
Subject: Re: [Thinkpad] EZ Serv insanity update 2
> 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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