"GOLD Team" what, why, and how long?

[Guest]

I have heard people talk about the "Gold Team" which is supposed to be IBM's special department for handling T42 complaints? I just read they have that because the T42 is the "flagship" product. Is this really true? Is that really the reason why or is it because it is IBM's newest machine and they expect more questions about it. Also how long will T42 owners be part of the "Gold Team", until another T series comes out or what?

[pramit]

i've had the pleasure of dealing with the 'gold team' (really the 'gold support team') and i must say while they are knowledgeable etc, they really can't do much more than the average tech support clown.

my machine's still in the shop (nearing a week) and there's still no ETA on when i'll get it back. all of this because during the first service, the idiots replaced a perfectly working system board with a faulty one instead of the LCD. now they need to not only replace the system board to get the system up and running, but also address the LCD matter.

oh joy!

as far as how long T42 owners will get 'gold team' service, i don't know. i have a feeling that since the series is barely 2 months old, they are monitoring service calls quite closely to identify repeating issues. after that we'll all be relegated to 'try your luck team' service.

[Kenn]

Same here. Told tech about t42 issue, he said he'll transfer me to gold team. 10 seconds later, I told the gold tech what happened and what I wanted done, he said "no problem," and I was off the phone a minute later.

[Conmee]

The "Gold Team" is a special group of folks that field calls for products through the first 60 days from General Availability. The idea is to track feedback/calls/etc for new products, potentially identifying trends and enhancing quality. Hopefully, the Gold Team will figure out that a good number of users are unhappy with the keyboard/battery fit quality issues.

Daniel.

[edelrc]

Conmee is most probably right. Call Centers do usually have a team for that porpouse. However, these teams incidentaly are usually both more knowledgeable and more sensitive to customer concerns.

[Conmee]

Well.. that's what the customer service person told me... lol I was speaking to a first-line customer service drone, and he was typing away, then he says, "Whoa... that's a T42... you need the Gold Team. Hold on, ok, let me transfer you." So I get transfered and I'm talking to someone named Laura, and I ask, "So what is this Gold Team all about? Is it for folks with T42p models?" And she tells me exactly what I wrote in the above post.

Daniel.