From: STeve Andre' (andres_at_msu.edu)
Date: Mon Nov 04 2002 - 18:30:18 EST
I do believe that you have the gist of it.
I am really weirded out by this whole event. After seeing how much
stuff we're dealing with, well, its just amazing. Photos will be
forthcoming tomorrow when I get my hands on a camera.
That, and the next update. Maybe I should keep a web log of
this...
--STeve Andre'
On Monday 04 November 2002 06:39 pm, Bill Morrow wrote:
> Call or write Lou Gerstners office..
>
> this whole scenario is absurd..!
>
> is this about how it went?:
>
> SA: My thinkpad ius broken and the warranty still has nearly 3 years, so
> please fix it..!
> IBM: OOPS, sorry, its DIRTY (but we like to use BIG and LOADED words so we
> use "BIOLOGICALLY hazardous")..
> and
> IBM: Since we think its too dirty wo work on, your warranty is void!
> and
> IBM: since your warranty is now void, out bottom line is that much better
> off!
> SA: but but whats wrong with my thinkpad..?
> IBM: we can't tell you because some clerk made a mark in a database and
> thats all we have.
> SA: but but, what can i do? my thinkpad won't work and you have voided my
> warranty!
> IBM: too bad, don't call us and we won't call you, or in the words of the
> bard or stratford upon avon, F#!&!OFF..
> SA: ????
>
> <------------------------------->
> Cordially, :-)
> Bill Morrow
> WEB page http://thinkpads.com
> thinkpads.com Open Forum
> http://www.afaonline.com:8080/webboard/$webb.exe/~2/login?
> or go to thinkpads.com and link from there
> E-Mail: bill at thinkpads dot com
> ----- Original Message -----
> From: "STeve Andre'" <andres_at_msu.edu>
> To: <thinkpad_at_stderr.org>
> Sent: Monday, November 04, 2002 3:25 PM
> Subject: [Thinkpad] Re: EZ Serv insanity update 1
>
> > Hi Paul,
> >
> > I told them that the people on this list were interested in the outcome
> > of this. The person didn't seem very interested in that.
> >
> > Yes, it is unacceptable. I don't see much recourse however, other
> > than talking to others, higher up in IBM and letting them know how
> > bad a business decision this is.
> >
> > For me, the way IBM handled this is just as bad as the policy.
> >
> > I'm trying to see if I have the right tools here at work to pop the unit
> > open with, so I can see my new-founded biological hazard. If people
> > are interested, I'll try to make some photos available.
> >
> > --STeve Andre'
> >
> > On Monday 04 November 2002 03:14 pm, Paul wrote:
> > > STeve, Where I have owned three ThinkPads and have always been pleased
>
> with
>
> > > their customer support and EZ Serv service, I was very surprised to
> > > hear what happened to you. That they referred to an "offensive or
> > > biological hazard" with your computer and returned it with NO specific
> > > information, and are then making you WAIT is IMHO unacceptable!
> > >
> > > Did you let IBM know you're on this internet list and there are MANY
>
> people
>
> > > awaiting the outcome?
> > >
> > > Paul
> > >
> > > > I have now contacted a problem resolution center at
> > > > IBM to deal with my issue of an "offensive or biological
> > > > hardard" impaired ThinkPad.
> > > >
> > > > At this point all I have been able to do is lodge my
> > > > complaint. I have been told that within three business
> > > > days someone at IBM should be contacting me about
> > > > this.
> > > >
> > > > I am also led to believe that my waranty is voided at
> > > > this point, because of the alledged problem inside my
> > > > laptop.
> > > >
> > > > I really don't know what to say at this point. I'm going
> > > > to have to wait it seems, 'till I can talk to someone at IBM
> > > > who might take an interest in keeping a customer.
> > > >
> > > > I feel somewhat punctured right now, and my years of
> > > > belief (and personal money spent) in IBM's reputation is
> > > > pretty tattered at this point.
> > > >
> > > > I don't expect to hear from IBM until next Tuesday or
> > > > Wednesday but till report further then on what I encounter.
> > > >
> > > > --STeve Andre'
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