need Paulmaisano's e-mail address

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fjs08 · #1 Post by **fjs08** » Mon Jan 24, 2005 8:01 pm

Hi,
My son's Thinkpad t41 has been at EasyServ all of January. Everytime I call, I get either "repair in progress" or "parts not available." I called again tonite and was told that they repaired the unit but were having problems imaging the hard drive. Well, guess what, that's what we sent it in there for in the first place. Go figure. I mentioned that nicely to the tech and all I received was "repair in progress." I asked for a Supervisor and was told there isn't any. I asked how long they keep it before they deem it unrepairable and received a definite "I dunno." So they have my very expensive ThinkPad that is barely 8 months old and I'm getting nowhere with EasyServ. It was recommended to me that I e-mail IBM directly, which I will do if I can get the email address I need.
AND, my t40 (less than a year old) has a cd which doesn't work. They sent me another, and that doesn't work. I want to send it in, but do I??? And my son has it at college since the one now at Easy Serv is his. Other than the cd not working, the unit is functional. So we can't do anything with it until we get his back.
Also, I had my daughter's t41 in for a blown hard drive, after owing it for less than 3 months. It took 3 trips back to get it done correctly. What is happening to IBM's service other than it is basically nonexistent?
Any help would be appreciated.
Thanks.
Frank

Leon · #2 Post by **Leon** » Mon Jan 24, 2005 8:08 pm

http://www.ibm.com/cgi-bin/email-sjp.pl

fjs08 · #3 Post by **fjs08** » Mon Jan 24, 2005 8:52 pm

Thanks for the e-mail address. Hopefully this will help. I'm so frustrated with IBM it isn't funny.

Frank

sktn77a · #4 Post by **sktn77a** » Mon Jan 24, 2005 9:14 pm

I think you're wasting you time writing to Palmisano. Do you really think the CEO of IBM has the time to read every e-mail he receives from all across the world? They're probably filtered by the same Customer Support people you would get on the phone. Check your State's lemon law and then just be polite but firm on the phone and tell them you would like a replacement.

Plinkerton · #5 Post by **Plinkerton** » Mon Jan 24, 2005 9:42 pm

Don't knock the email to Palmisano. I was the one who originally posted his email on here, because emailing him made a WORLD of difference for me, and others who have taken advantage.

He definitely doesn't read the emails, but someone higher up on the food chain at IBM does, and they often make the problem right, very quickly.

I wasn't expecting anything when I emailed there, but less than 12 hours later, I got a call from someone VERY interested and active in fixing my problem. It has changed my opinion of the IBM customer service.

Either way, it's always worth a try.

fjs08 · #6 Post by **fjs08** » Tue Jan 25, 2005 8:14 am

Hopefully, I'll get some response because we're getting absolutely nowhere with EasyServe. They are a total waste.

My wife called this morning and it went from maybe being shipped yesterday to no one knows what is happening and it is "in repair."

I did ask politely about a replacement. The guy yesterday told me they put a new motherboard in and hard drive and it wasn't working. I asked at that time about a new computer, but got an "I dunno." No one seems to know anything.

Frank

eriqesque · #7 Post by **eriqesque** » Tue Jan 25, 2005 11:23 am

Yep that e-mail did it for me and my easy-serve battered T40.

fjs08 · #8 Post by **fjs08** » Tue Jan 25, 2005 11:57 am

I'm curious. How long should it take. Day, week?? And how did they improve the situation??? It's like no one is in control at EasyServ??????

Frank

JHEM · #9 Post by **JHEM** » Tue Jan 25, 2005 12:03 pm

fjs08 wrote:I'm curious. How long should it take. Day, week?? And how did they improve the situation??? It's like no one is in control at EasyServ??????

You'll usually hear back from a real person within 24 to 48 hours.

EZServe is a contractor (Solectron) and as such is not capable of setting policy for IBM WRT replacing a laptop.

Call IBM Customer Service directly or email Palmisano.

Regards,

James

fjs08 · #10 Post by **fjs08** » Tue Jan 25, 2005 12:30 pm

>>Call IBM Customer Service directly or email Palmisano. <<

I sent the e-mail out last nite. we had a few numbers but none really got us anywhere. Is there a preferred Customer Service number?

Thanks.

Frank

fjs08 · #11 Post by **fjs08** » Tue Jan 25, 2005 1:24 pm

My wife just got a call from a random lady at EasyServ who spoke with a Supervisor as to our Thinkpad. I have to wonder if maybe they didn't get a call from IBM. Anyway, they put a new motherboard and their 5th hard drive in the unit. Still won't take an image, but they are going to "expedite" the repair. How do you expedite after a month. Cheryl told the lady that the inability to reimage the hard drive was the original problem. So we still don't know what is going to happen. Cheryl kindly asked for a new unit if they can't get it fixed in the next 48 hours, but she got no real response from that. This whole thing is unbelievable. Can their service get any worse???? And I have another unit to send in too?? Any other service options with IBM???>?

Frank

fjs08 · #12 Post by **fjs08** » Tue Jan 25, 2005 8:14 pm

Got a call from IBM this evening. That was less than 24 hours. AND she seemed interested in helping. Thanks for everyones help.

i'll keep you posted.

Frank

fjs08 · #13 Post by **fjs08** » Wed Jan 26, 2005 6:38 pm

Received another call from IBM this afternoon. They basically said that the tech was a jerk and that the problem was "It was a 1802 error,ZAP lowlevel format on harddrive." Whatever that means???

Thanks again to everyone for the help.

Frank

need Paulmaisano's e-mail address

need Paulmaisano's e-mail address

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