From: Bruce Markowitz (scosgt_at_worldnet.att.net)
Date: Mon Nov 04 2002 - 18:48:37 EST
Yes, but the THREAT is what gets action.
The group may get short $$, but the Corp loses MILLIONS
----- Original Message -----
From: "Jonathan Graham" <grahamj_at_virtue.cx>
To: <andres_at_msu.edu>; <thinkpad_at_stderr.org>
Sent: Monday, November 04, 2002 6:35 PM
Subject: Re: [Thinkpad] EZ Serv insanity update 2
> Ug...not to mention that the group that tends to get the short end of the
> stick in a class action is the consumer. Remember the mwave class action
> against IBM? $100 USD and a 10% off coupon.
>
> J.
> ----- 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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