Battery recall w/o automatic serial number detect - insist!
Posted: Fri Dec 18, 2009 12:16 pm
Some months ago I had confirmed that a couple of T60 batteries (FRU 92P1131) were under recall using the web form, typing in the serial number. I then put them aside, expecting to order the replacement when I needed a new battery - no point in letting a battery age on the shelf!
I now wanted to order the batteries, and found that the web form no longer exists! IBM gives you an application that runs on your machine. The application queries serial numbers and sends you directly to a web page to order the replacement (or tells you that the battery is not under recall).
My 2 batteries are too defective to run through that process! One just freezes the computer when you plug the battery in; the other gets an error reading the serial number.
I called IBM, and spoke to a support person who could not find a way to enter the serial number manually (put me on hold for searching/consulting a couple of times). He then transferred me to his supervisor. The supervisor insisted there was no manual process any more, and almost terminated the call as "dead" with the claim that my batteries must be too old to qualify for recall replacement (going by the June 2005 mfg date for the T60). In his words "no way a battery from 2005 is covered under the recall". I insisted that the recall notice does not specify any date limit for the recall. A higher layer supervisor was then suddenly on the line (without announcement to me, I don't know what happened at the call center). The latter again put me on hold to investigate, asked for one of the serial numbers, and then let me talk directly to "Karen" (the only name I remember from this) who had found the web form, entered the serial numbers, and processed the replacements for me.
My lesson: be firm and polite, you may prevail!
And ask for Karen
I now wanted to order the batteries, and found that the web form no longer exists! IBM gives you an application that runs on your machine. The application queries serial numbers and sends you directly to a web page to order the replacement (or tells you that the battery is not under recall).
My 2 batteries are too defective to run through that process! One just freezes the computer when you plug the battery in; the other gets an error reading the serial number.
I called IBM, and spoke to a support person who could not find a way to enter the serial number manually (put me on hold for searching/consulting a couple of times). He then transferred me to his supervisor. The supervisor insisted there was no manual process any more, and almost terminated the call as "dead" with the claim that my batteries must be too old to qualify for recall replacement (going by the June 2005 mfg date for the T60). In his words "no way a battery from 2005 is covered under the recall". I insisted that the recall notice does not specify any date limit for the recall. A higher layer supervisor was then suddenly on the line (without announcement to me, I don't know what happened at the call center). The latter again put me on hold to investigate, asked for one of the serial numbers, and then let me talk directly to "Karen" (the only name I remember from this) who had found the web form, entered the serial numbers, and processed the replacements for me.
My lesson: be firm and polite, you may prevail!
And ask for Karen