First time experience with IBM service. VERY IMPRESSIVE!!!!

[thinkpadhk]

OK... so I've heard all the rave reviews of IBM customer service and that was one of the reasons why I chose to get a Thinkpad T42. However, I was still sceptical... especially since I've read about some pretty bad experiences on this forum.

Anyway... you might have seen my previous post about my hard drive making a really annoying clicking sound. Well... I finally decided to call IBM support. I briefly explained my problem and next thing you know... the support rep is sending me a new Hard Drive. Simple as that. He then asked if I had Recovery CD's. I said no (I lied - I burned them when I first got my laptop). Next thing you know... they're sending me a set of Recovery CD's!!! AMAZING!

Here's the thing that totally blew me away. While I was talking to the support rep I decided to ask for this "Thai Keyboard" that everyone on this forum raves about. I told him I have the Chinese one and it sucks and I want a Thai one. He asked me for the FRU# of the Thai Keyboard (which I quickly searched for on this forum) and then he sent me one of those too!!!

So everything should be arriving at my place tommorrow or Monday. We'll see how things turn out. But man... was I seriously impressed.

IBM SERVICE ROCKS!!!

[scillyisles]

Hmm let me tell you about my recent experience with IBM service (repair)
In November my T41p develops a fault where the display (external or LCD) goes blank - fault gradually gets worse until no display (external or LCD) at all. I diagnose it as a graphic card (ATI FIREGL ) failure and this is confirmed by IBM technicians over the phone. Machine is delivered to IBM on 7th December 2004.
Every week or so I chase them up to see what is happening - keep being told that IBM is waiting a system board. I ask them to escalate and each time I'm told that customer service will escalate and call me back - guess what no call.
Wednesday this week I decide enough is enough and escalate the call to IBM Marketing who are absolutely appalled at the service I've received and the lack of care taken in following up on the call. They don't understand why my system has not been repaired - 24 hours later system is repaired - system delivered back to me today with profuse apologies for the very poor service I received.

[thinkpadhk]

scillyisles,

Hmmm... so I guess yours was a bad experience. No?

Well... we'll wait and see how long it takes for me to receive the new HD and keyboard. Who knows.... maybe it'll take a month or so. Keepin' fingers crossed.

[sktn77a]

Smart move - calling the Sales & Marketing group! So, when you got it back were the problems fixed?

[scillyisles]

Smart move - calling the Sales & Marketing group! So, when you got it back were the problems fixed?

Yes the system has a new system board with new ATIFireGL card and is as good as new. Shame it took them a month and a half to get it repaired.