IBM Canada Service is Pathetic!!!! (T40)

[kkapoor]

On the 17th of this month I made a call to IBM Canada regarding the "USB 2.0'' issue with my T40.

The service agent acknowledged the problem and said that IBM would ship out an IBM EZServ box as the motherboard needed to be replaced. I waited paitiently and expected the box to arrive within a few days.

Today is the 30th of December!! Not only have I not received the box but have found out that it has not even shipped yet!! I have been calling IBM Canada for about 10 days now. The issue has finally been escalated to a supervisor named Dave Harling. He called me today to tell me that he has no idea why the box has not shipped and was unable to provide me with any reason whatsoever as to why! Can you imagine how frustrating that is.

I know it's the holidays but this is ridiculous. After all how much coordination is really required to ship out an empty cardboard box. If anyone else is having any issues with IBM Canada service please let me know. Also if anyone has any suggestions they would be very welcome. I wonder if any of this has to do with the IBM/Lenovo deal, if so, I foresee a very grim future.

[jdhurst]

I am in Toronto, and anything I was to receive from IBM Canada (assuming in stock) has always arrived promptly. I sympathize with your plight, but my experience says it is not enough to write off IBM just yet. I hope they will get things worked out for you. ... JD Hurst

[kkapoor]

I am in Toronto, and anything I was to receive from IBM Canada (assuming in stock) has always arrived promptly. I sympathize with your plight, but my experience says it is not enough to write off IBM just yet. I hope they will get things worked out for you. ... JD Hurst

I agree with you that IBM service is usually outstanding, however, in this case it was sorely lacking. Nevertheless, an email to John Wetmore (CEO IBM CANADA) surely got the ball moving. I recieved the box today and a phone call with an apology from the Executive Office.

I am usually very happy with IBM. But this time they really tested my patience. Given that I travel often and am reliant on my Thinkpad, if IBM says they are sending me a box they should at least know what's going on. In this case it seemed obvious that there was a hell of a lot of confusion at IBM.