IBM Customer On-Site Service (Good Recovery Folks)

[fkelly]

I feel like I owe it to IBM/Lenovo to post this "Good Thing Happened to me" post since our natural tendency is to blister companies when crap doesn't go our way.
I had a lousy experience with IBM's On-site Service where the phone calls and all were good, but the tech never showed up when he was supposed to and it wasn't that great quality service call that I had come to know and expect. In my frustration I emailed the company exec's and forgot about it. Well in a day or so, a gentleman called me, we played phone tag for nearly 6 weeks, but ever so often he would leave me a voicemail.
Yesterday we finally connected and I must say he went well above my expectations resolving my issues. I wasn't "looking for anything" since my lappie had been fixed already, but he offered me a few things to acknowledge the problems I experienced during my machines down time.
So my love affair with Thinkpads continues. And good recovery Lenovo from a potentially [censored] off customer.

[Brad]

Thanks for a "good" story.

So when is your new ThinkPad Reserve edition arriving?

Brad

[cj3209]

I too had a positive experience with IBM on-site service. The repair tech was supposed to come in within a day or two but never showed up. A week later I get a call from the tech apologizing because of the holidays and we re-schedule and he came into my work and replaced my LCD while I was at a meeting. Very very nice.



cj