IBM Dispute Resolution

[admsteiner]

Hey guys,

Was wondering if someone could help me out: Friend's laptop has been fixed three times but still doesn't work. On 6/30 I called up and got in touch with a tech support and initiated a replacement request.

The dispute resolution officer called a few hours later, and told me she'd be looking into it (the laptop had been repaired overseas, so they needed to check the case #s separately) and that I should expect a call towards the end of the following week (the week of July 4th).

Well its Friday, a week later, and I have yet to receive a call back from the DRO. On Wednesday I called the original tech support guy at IBM, and he sent in a request to the DRO's supervisor to have her call me. Nothing happend. Today I called the escalation department, they initiated another request for her to call. Still no go.

Searching on the IBM employee directory for the name of the DRO gave me one person, but when I called her, she said she wasn't a DRO (had a different voice as well).

Any recommendations?

Thanks,
Adam

[jjesusfreak01]

Call the escalation department again. It seems they are trying to help, and if they realize how far you are having to go, they may be willing to do a workaround to get you in the front of the line.

[DIGITALgimpus]

I'd give it 2 more business days... if you still don't hear anything, use this form to email Sam Palmisano. That's what I did when I had a problem, and had someone from Exec. Relations help out.

https://www.ibm.com/cgi-bin/email-sjp.pl

[admsteiner]

Thanks (both of you). I'll probably send the email and then call them in a couple of days. Might as well pursue both options.
Will let you know how it goes
--Adam

[admsteiner]

Update:

Sent the letter, and also had called to leave a message with the DRO's supervisor. I'm not sure which worked, the next day I got a call from the relations department at Lenovo. Very helpful man. Spent 10 minutes with him on the phone, he called me back this morning to inform me that they pulled the overseas repair records and will be replacing the laptop.

Thanks for the advice guys
--Adam

[DIGITALgimpus]

Glad to hear things look like they will work out... keep us posted.

[admsteiner]

So the saga has ended.

Few weeks back I got a call from someone else at the customer relations department, very nice guy. He took a day or two to look into the case and told me they'll replace the computer.

Well, they did. Newer model (T43 instead of T42) with better specs, but, most importantly, it works, and it works well.

Great customer support IBM.

--Adam