IBM Warranty Services, nice but has to be costly to IBM

[MadeInJapan]

I remember several years ago when it was found out that the U.S. government had been spending hundreds of dollars each on toilet seats.

Something recently reminded me of that. Corporate America is also wasteful, and I'm sure the cost gets passed on to us, the consumer with higher prices.

I think that IBM, for example has way over-priced items (although quality for ThinkPads) unless items are bought as reduced, used or refurbished. An example of this is when I called IBM Warranty Services last week to talk to them about a loose HDD in my T-30. The retaining screw that goes through the plasic retaining "clip?" was not there. The IBM rep. explained that there was one with a hex head and another with a slotted head and that he could get one sent right out to me.

I was expecting a small envelope or package, but a few days later a fairly large box arrived. It originated in Japan, was sent to Thailand, then California and finally Tennessee, where I live by way of UPS. I had no idea what it was as I had not put the "screw" order together with this box arriving and we had ordered some other things off of eBay, so I thought it was some other order.

When I took the package order off the top of the 2.5 LB box, I read "FRU SCREW KIT." This was the screw that I was promised! My wife laughed that all I was getting inside the "Large box" was a "little screw." Anyway, long story short, I got the whole kit of screws and cover tabs for my T-30, but seriously all of it could have fit into a regular size envelope. At the very least, I would have thought that this whole "kit" would have come in a bubble envelope. Seems very wasteful to me, but I did get my screw, at least to put in my ThinkPad.

[hausman]

Not just IBM.

A couple of years ago I bought a Canon digital camera at a local store. When I got home I noticed that one of the two tiny screws that holds the bracket for the wrist strap was missing. I phoned Canon, explained the situation and asked them to mail me a replacement screw. They said that they couldn't do that, at least not for free. Any parts they sent from their distributer had to be paid for.

Instead, if I wanted "warranty work" I could either return the complete camera to the dealer or send the camera back to Canon for repair. I opted for the dealer, who then exchanged it on the spot for a brand new replacement. I imagine my "old" camera went back to a repair depot to be checked out and "refurbished" before being offered for sale again at a reduced price.

Maybe these manufacturers think they're being professional by doing this and that they will impress their customers. But in my opinion this flagrant waste of money only reflects poorly on their management.

[egibbs]

You folks obviously have no idea how expensive it is to stock (and track, and inventory, and pull, and distribute) small piece parts.

I'm sure that IBM is saving a bundle by stocking a single screw kit versus the cost of stocking each screw individually. The screws only cost a few cents each, but the logistics around a part number can cost dollars.

As far as the big box - it's less likely to get lost, misplaced, or pocketed. A couple extra dollars for shipping versus the cost of having to reship if it gets lost, the cost of a PO'ed customer who waited a week for an order that didn't show up, etc.

One thing I've learned in 47 years - very often things that seem really stupid at first look turn out to be really smart once you understand all the issues involved.

Ed Gibbs

[MadeInJapan]

Ed Gibbs....guess so, but still hard to understand.

[BillMorrow]

FIRST they complain that warranty service is terrible..
THEN they complain that it is too good..
HOW can poor 'ol IBM ever win..?

FROM Storm raveged Florida..
alive and on a dialup connection, which is pretty great when everything ..!

i remain..

[hausman]

FIRST they complain that warranty service is terrible..
THEN they complain that it is too good..
HOW can poor 'ol IBM ever win..?

I think we're decrying the apparent waste in how some large companies provide support. If they "wasted" less perhaps there would be more left in their budgets for other aspects of support.

FROM Storm raveged Florida..
alive and on a dialup connection, which is pretty great when everything ..!

i remain..

Good to hear you survived. Last summer when the power went out for a couple of days in NE US and Canada, I was able to do the same thing. There was something eerie, though, about surfing the Internet by candlelight

As for Frances, she's still alive and currently right on top of me: http://weatheroffice.ec.gc.ca/warnings/ ... ml?ONRM126

[MadeInJapan]

Maybe I don't get it, but is this really necessary?:

I recently had a bad AC adapter replaced under warranty. In a couple of days (sent from the same place...Boulder Co.), I received 2 boxes in the mail. One was a fairly substantial box of pretty good size (the second box below). The first box contained the AC adapter all packaged up very nicely. The second box contained the AC cord that plugs into the AC adapter.