> I sympathize with Dave's frustration with the unsatisfactory
interaction he
> had with IBM service, but it would be more useful to have a
description of
> how the *computer* is failing him! Besides, he doesn't have to deal
with an
> inexperienced tech; he can generate his own service ticket online
instead of
> calling.
I think that many of us would prefer to do this sort of thing with a
person on the phone than with a web form. That said, it it is important
to remember that the first people you get on the phone are not
necessarily the brightest lights in the sky, moreover have as one
(reasonable) part of their job the task of keeping their actual tech
support people free from trivial questions. I don't know how Dave
articulated the question to the operator, but there is an art to
phrasing a tech question in such a way as to convince a non-tech-savvy
person you are not a lunatic. (This is not an art I claim to have fully
mastered myself, witness my repeated unsuccessful attempts to get IBM to
acknowledge my X30's correct warranty start date, despite following
helpful suggestions from people here.)
> you posted today on your ite
I couldn't find this, but while looking I *did* discover that Dave is a
colleague of one of my good friends from grad school many years ago...
- David R.
_______________________________________________
Thinkpad mailing list
Thinkpad@stderr.org
http://stderr.org/cgi-bin/mailman/listinfo/thinkpad
Received on Wed May 19 23:03:01 2004
This archive was generated by hypermail 2.1.8 : Fri May 26 2006 - 16:02:55 EDT