Frustrated with IBM

[jordi32]

My experience with IBM so far has been terrible. It all started when I received my first IBM Thinkpad T42. When I tried to boot it for the first time, I got a fan error and it wouldn't boot. I immediately called IBM and requested an exchange. They told me that it was faster to place another order. I gave them a different check card number than the one I had used to purchase the first computer on line. The next day, I learned that I had two holds of the same amount each on my first card, plus a hold on my second check card (which was normal), plus an unauthorized charge for over $220 on my second check card. I called Customer service and they ackonwledged that the duplicate holds had been a mistake and they said they would fix it right away. About the unauthorized charge, they said that it was for a DVD burner that had been sent to someone in a different state. They also acknowledged it had been their mistake but they said that they had no way to refund my money and they suggested that I place a dispute with my bank.

Well, this happened already almost a month ago and neither the holds nor the unauthorized charge have been resolved. I called customer service several times and each time I have been helped by someone else who promised they would solve the issues. Nothing is being solved. My bank issued a temporary credit of the unauthorized charge for a few days but they charged me again saying that they didn't have enough information.

In the meantime, I received the replacement computer with a big spec of dust inside the screen and a shadow effect (same as the first one) on the bottom right hand corner). I called customer service again and I asked if they could authorize the replacement of the screen but they said it was much better to get a replacement one more time. It is too bad because the computer works fine otherwise. The next replacement may turn out to be worse (besides the waiting time since it is back ordered).

Needless to say, I am very frustrated with IBM because so far the only thing I have gotten from them is two defective Thinkpads T42 plus two charges (one for each defective computer), plus two outstanding holds (same as the price of two T42's), plus an unauthorized charge for something shipped to someone I never met.

Can someone give me some suggestions regarding how to proceed? My banks tell me that it's up to IBM to release the holds and to correct the unauthorized charge. Altogether IBM has used over $9,000 of my hard earned money.

Is there any way to escalate this issue? Who should I speak to? What should I do with my two defective computers? Just replace the screen or try another replacement? If I replace the screen, will they use a refurbished screen with likely dead/stuck pixels?


I would appreciate any input.

Thank you very much,

Jordi

[MrBeta]

I gave them a different check card number

I hope you learned your lesson.... NEVER, EVER, EVER, EVER, EVER use your check card (aka ATM card) for placing orders online. Use only actual/real credit cards, which you can easily dispute with your credit card company as fraudulent if there is a problem. Check card = they take money out of your account instantly, actual cash, so any dispute will require that they issue you a check refund instead, which... can take some time.

[BillMorrow]

call customer support and ask for a supervisor..
or send an email to sam palmisano..

IRT display replacement, in my experience a replaced display has always been perfect..

next time buy from me and take the cherry pick option..

[sktn77a]

Similar experience - I am awaiting delivery of my 23733XU. In the meanwhile, my visa credit card has 3 (coun't 'em - THREE) holds put on it totalling $6500!!! God job I have a high credit limit. But the bank did freeze the account until I told them to un-freeze it. Called IBM, got a drone who basically said "Gee, don't know what to do".

WTF!!!

[BillMorrow]

ALL the thinkpads i buy are paid for with amex..
ONE time only did i change an order and they "held" $35,000 twice..
but it was not charged and yes, it takes a bit of doing to get them to release it..
mostly because holds fall off after 3 to 15 days..

the 3XU looks like a nice model..
you'll like the flexview display..

[sktn77a]

Bill:

Glad to hear they treat their big customers as bad as they treat us plebs

[jordi32]

Anyone else cares to comment?
Thank you.

Regards,

Jordi