Outrageous (lack of) Support experience

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JHEM · #31 Post by **JHEM** » Sat Mar 05, 2005 2:44 pm

Schmendrick wrote:
nonny wrote:Persecuted? How... droll...
Give me another word to describe your asinine remark and I'll gladly use that.

Oh [censored]!!!

INCOMING!!!!

--
James

ian · #32 Post by **ian** » Sat Mar 05, 2005 2:45 pm

PLEASE STOP

Right - would you please give us the info required - this insanity has gone on long enough. It's really rather foolish to make enemies of these people - they're only trying to help.

Sadly I don't think comments like "Give me another word to describe your asinine remark and I'll gladly use that" will go a long way to resolving this. Let the matter drop, and come back to us when you've installed the battery management software - it'll be much more useful.

PS. Schmendrick - it might be worth noting, as someone has previously mentioned, that not all IBM phone-people are fantastic (sadly!) - personally I found it surprising that he/she didn't enquire, but nonetheless, it's a bit of software that does help in diagnosing problems - just because he/she didn't ask doesn't mean it's worthless

mattfromomaha · #33 Post by **mattfromomaha** » Sat Mar 05, 2005 2:48 pm

Like I said, let's please suspend this conversation and let things be until Schmendrick has the opportunity to install the software and retreive the information we've requested.

JHEM · #34 Post by **JHEM** » Sat Mar 05, 2005 2:49 pm

Schmendrick wrote:James, had you been on my end of the conversation, you would think differently. As I mentioned, the rep didn't even ask about the battery maximizer.

See corrected post! I was incorrectly reading the original quote as "inappropriate" rather than "appropriate". Probably because that was what I expected/believed the question should have been.

Regards,

James

Schmendrick · #35 Post by **Schmendrick** » Sat Mar 05, 2005 2:51 pm

mattfromomaha wrote:Perhaps it would be most constructive that everyone suspend further replies to this topic until Schmendrick is able to post the information on the charging cycles/capacity. Arguing is certainly not going to get us anywhere.

One you are able to post the the informatio, Schmendrick, we will be able to compare your battery condition to that of our own.

I still fail to see how this is even relevant, but I'll oblige nonetheless.

I mean, it's a 1 Year warranty. To me, that means, short of blatent abuse (e.g. taking it waterskiing), the manufacturer is obligated to replace it if, while the warranty is in force, the part fails to conform to the spec. the purchaser based his/her decision on.

#36 Post by **JaneL** » Sat Mar 05, 2005 3:00 pm

JHEM wrote: Oh [censored]!!!

INCOMING!!!!

--
James

LOL Yes, I sometimes feel rather strange on this side of the fence considering all the years I spent screaming "Get this offlist NOW" and "comp.sys.laptops is that-away ->". Maybe it's just a natural release of repressed emotions? I did feel the urge to say "Don't make me come over there" and to sign my note as Den Mother... ;-)

mattfromomaha · #37 Post by **mattfromomaha** » Sat Mar 05, 2005 3:08 pm

Schmendrick wrote:
mattfromomaha wrote:Perhaps it would be most constructive that everyone suspend further replies to this topic until Schmendrick is able to post the information on the charging cycles/capacity. Arguing is certainly not going to get us anywhere.

One you are able to post the the informatio, Schmendrick, we will be able to compare your battery condition to that of our own.
I still fail to see how this is even relevant, but I'll oblige nonetheless.

I mean, it's a 1 Year warranty. To me, that means, short of blatent abuse (e.g. taking it waterskiing), the manufacturer is obligated to replace it if, while the warranty is in force, the part fails to conform to the spec. the purchaser based his/her decision on.

I guess we'll keep chatting.

Schmendrick, you may have different expectations of your battery than I do of mine. Yes, it has a one-year warranty. But, would you agree that after using your battery for a year or so, even though it is under warranty, it probably will not be as good as it was when it was brand new?

Now, you can agree with me on that point yet still believe your battery is defective. You might say to me that even though a one-year old battery may not be as good as a brand new battery, your battery is unacceptably underperforming nonetheless.

That sounds as if that's the case, correct? You don't expect a battery with a year or so of use to be perfect, but you expect it to perform better than yours is, right?

The important thing to consider at this point is several variables. We are NOT going to call it your notebook usage "battery abuse." However, there are several items that may lead to shortened life. The first of which is the number of charge cycles. The more times a battery is cycled the less capacity it will have. The second thing to consider is that the deeper of a discharge you allow your battery to reach, the more the overall lifespan decreases.

Now, neither of these items may apply to you, but we have requested some information from you to help us understand if these items may or may not apply to you. Since IBM is sending you a new battery, an understanding of how you use your battery may help us to offer advice on maximizing the life of the next battery as well.

I had the battery of one of my notebooks replaced during the warranty period because it was doing about the same thing as yours was, and the battery health was red, and the cycle count was very low (I don't recall the exact number though). However, on another notebook I did not replace the battery during the warranty because, altough its capactiy after a year was not nearly as good as when new, the health of it was still good and I understood the fact that I had put many charge cycles on it.

I guess the best analogy I can come up with is if you buy a car with a 10 year/100,000 mile warranty. Now, after 9 years and 90,000 miles, the car will probably not be in nearly the condition it was when you first got it, and that would not be the fault of the manufacturer. However, some of the problems with that car may be the manufacturer's responsibility and the manufacturer should fix those problems.

At this forum, without knowing specific information about your battery, we cannot offer you much advice about whether we believe it is a defective battery or within the limits of acceptability (given its use, not age).

I understand that you feel the battery has not lived up to its designed and acceptable lifespan. We may end up agreeing or disagreeing with you, but we need more information to make that decision.

Also, I am suprised that the IBM tech did not ask about the battery health, as that has always been the first question I've been asked when calling in about the battery. For whatever reason that he or she did not ask, they probably should have, but that is of course no fault of your own.

Schmendrick · #38 Post by **Schmendrick** » Sat Mar 05, 2005 3:10 pm

ian wrote:PLEASE STOP

Right - would you please give us the info required - this insanity has gone on long enough. It's really rather foolish to make enemies of these people - they're only trying to help. Sadly I don't think comments like "Give me another word to describe your asinine remark and I'll gladly use that" will go a long way to resolving this.

What Nonny said was somehow appropriate? Some are trying to help. Others are just stirring the pot, then there's this sense of outrage when I respond in kind. I'm puzzled...

PS. Schmendrick - it might be worth noting, as someone has previously mentioned, that not all IBM phone-people are fantastic (sadly!) - personally I found it surprising that he/she didn't enquire, but nonetheless, it's a bit of software that does help in diagnosing problems - just because he/she didn't ask doesn't mean it's worthless

I failed to communicate the point. I was not being sarcastic when I stated that many knowledgable people here have pointed out that this s/w would be an effective tool. My incredulity stems from the fact that the IBM rep. did not even mention its existence before declaring my claim bogus.

ian · #39 Post by **ian** » Sat Mar 05, 2005 3:17 pm

Last Post from me on this thread:

I don't know Nonny personally, but I have to say that ANYTHING she has written/said has more value than the drivel coming from Schmendrick. You've got your spade, and your simply digging a deeper and deeper hole - good luck.

Schmendrick · #40 Post by **Schmendrick** » Sat Mar 05, 2005 3:30 pm

ian wrote:Last Post from me on this thread:

I don't know Nonny personally, but I have to say that ANYTHING she has written/said has more value than the drivel coming from Schmendrick. You've got your spade, and your simply digging a deeper and deeper hole - good luck.

"We bite back" That's valuable? Good bye.

kev009 · #41 Post by **kev009** » Sat Mar 05, 2005 4:43 pm

If my comment started this, the battery tech. comment was not directed at any one person, only personal experience. You obviously got the battery so I didn't say you were SOL.. simply you'd better check up your use patterns or this will keep happening. You fail to provide the requested info, therefore all we can make are blind assumptions. Looks like I spoke too soon but at this rate it looks like you don't plan on sharing the only information that can provide conclusion.

syhead · #42 Post by **syhead** » Sat Mar 05, 2005 4:44 pm

As I said, all you had to do is provides us with the information that MANY people requested...then you would make (or not) your point.

Too bad you ignored the posts of people that were just trying to help. You just paid attention to the meaningless discussion.

Ignoring messages from people trying to help: THAT's disrespectfull

...and I think that this kind of post could be locked

krosenstein · #43 Post by **krosenstein** » Sat Mar 05, 2005 5:30 pm

Schmendrick wrote:Good bye.

See ya.

dfumento · #44 Post by **dfumento** » Sat Mar 05, 2005 9:37 pm

The orginal writer noted that his battery charge dropped to 2.5 hours from the rated 6.4 in about nine months, that is, the battery was perfoming at well less than 50% of its rated capacity well within the warranty period.

A user should not have to worry about how he is using a battery as long as he is keeping it out of very high temperature or extreme cold.

Not everyone at support centers are brilliant -- they may be following a script -- and sometimes you must write peoples' names down and escalate issues threatening to write a letter to the president's office with their name in it.

The important thing is to escalate as soon as someone begins to argue with you and to not get angry.

Three weeks ago I had to escalate two levels taking names down in order to get my restoration CDs.

I have to confess I didn't have to wait a day for a supervisor to call me. They escalated me immediately.

MadeInJapan · #45 Post by **MadeInJapan** » Sun Mar 06, 2005 1:15 am

dfumento said the magic words...to escalate the issue WITHOUT getting Angry. Well put! Staying calm, collect and logical and stating the problem in an assertive manner, and not an angry tone always gets much much better results...and I should add, that this applies here on the forum too.

Schmendrick · #46 Post by **Schmendrick** » Sun Mar 06, 2005 5:10 pm

syhead wrote:As I said, all you had to do is provides us with the information that MANY people requested...then you would make (or not) your point.

Too bad you ignored the posts of people that were just trying to help. You just paid attention to the meaningless discussion.

Ignoring messages from people trying to help: THAT's disrespectfull

...and I think that this kind of post could be locked

Several of you have _demanded_ that I post this info, like I somehow _owe_ it to you. What's up with that?

Leon · #47 Post by **Leon** » Sun Mar 06, 2005 5:35 pm

JHEM wrote:
"But, we're PAST all that now, right?"

ian wrote:
"PLEASE STOP"

Neither happened.

syshead wrote:
...I think that this kind of post could be locked"

I agree.

This thread is no longer appropriate to its subject, nor is it generating relevant information.

This thread is closed.

Outrageous (lack of) Support experience

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