IBM-SERV "after hours"

[aamsel]

I do think that I learned one valuable lesson this week......

DON'T call IBM-SERV in the middle of the night!!
I placed a couple of calls after 2am this week, and got absolutely HORRIBLE support.
I won't try that again, unless I am truly desperate!!

I guess it makes sense that the better staff is there during the "normal" day.

I had hoped to get quality support every time a call was placed, but that does not seem to be the case. Atlanta is a bit "spotty" in who you seem to get.

Before I got rid of my last Dell (NEVER to return as a Dell customer) I used to have to play "CSR roulette", i.e. call...talk to a "bad" rep, hang up, call again, hope for a better rep, etc. Sometimes had to call 3 or 4 times to get one I could:
a.) understand and
b.) knew something.
I hope IBM support never gets to that low level.

Just FYI, your mileage may vary!

Andrew
Austin, TX

[CoolRunnings]

I had that EXACT same experience the other night when I was trying to have a guy just add a note to my case on the T42 I had in for repair. VERY rude guy... Oh well, at least they actually fixed my machine and didn't pass the buck.

[arwuah]

I placed a couple of calls after 2am this week, and got absolutely HORRIBLE support.
I won't try that again, unless I am truly desperate!!

Are you serious? So, if I called you at 2am rather than 2PM would you be happy go lucky and willing to help me with my problems?

I don't feel you have a good reason to knock IBM. To me they still have excellent tech support.

[CoolRunnings]

I used to work in tech support for Microsoft. When we had 24 hour support, we had people who were USED to staying up all night manning the phones at that hour. Being flat out rude is not acceptable regardless of the hour. Also, keep in mind time zone differences... I called them at 11pm my time, but since they're on the east coast, that's 1am for them... Sorry, but I get off work late sometimes! I can't help that...

[aamsel]

I don't think I should even humor you with a reply, but "are you kidding"??
You are kidding me, right?????
First off, I am usually up at 2am, and I am quite cheery at that time.
Secondly, in NO WAY whatsoever am I "knocking IBM".
Have you read through ANY of my posts on this forum???
I didn't just get here!
Have I ever bashed IBM for anything??

You are comparing how I would take a 2am phone call to how IBM takes calls on their service line??? How about 9-1-1 at 2am???

Please give me a break!

I am simply pointing out a possible weakness in their support system. If you are open for support 24/7 then you have staff around the clock. People who work nights typically are people who WANT to work nights.
Yes, I expect that I should receive the same, courteous help at any hour of the day or night.
Perhaps there is not adequate supervision at that hour, I don't know what the issue is.
Otherwise, they should only offer support from 8am-6pm or whatever hours they choose.

But then, you were only kidding, right???

Andrew
Austin, TX

I placed a couple of calls after 2am this week, and got absolutely HORRIBLE support.
I won't try that again, unless I am truly desperate!!

Are you serious? So, if I called you at 2am rather than 2PM would you be happy go lucky and willing to help me with my problems?

I don't feel you have a good reason to knock IBM. To me they still have excellent tech support.

[aamsel]

Thank you, CoolRunnings!
I think that arwuah was either pulling my leg or just enjoying an evening of trolling.

Andrew
Austin, TX

I used to work in tech support for Microsoft. When we had 24 hour support, we had people who were USED to staying up all night manning the phones at that hour. Being flat out rude is not acceptable regardless of the hour. Also, keep in mind time zone differences... I called them at 11pm my time, but since they're on the east coast, that's 1am for them... Sorry, but I get off work late sometimes! I can't help that...

[lutami]

24/7 Tech Support.........that's lucky......here in the UK they only work 9 - 5........

I called a week or so ago when I first bought this system and was hurried up because the female on the other end of the phone said she was about to finish...4.55pm it was....