Re: [Thinkpad] Easy Serv gripe

You SHOULD complain; I have! I sent my T30 in for service last week. I did my
job (packing it up, writing things down, explaining the problem) in 30 minutes;
EasyServe did their job (fixing it) in a couple of hours. DHL has made the rest
of the time unnecessarily unpleasant.

Ya know, you can just tell when your dealing with professionals or, at least,
with quality service. When I sent the package to EasyServe, there was not a
peep on the DHL web site. Now that EasyServe sent it back, the only information
that I see on the DHL web site (after 2 business days - 4 human ones) is that it
was "picked up at shipper". When I spoke to the person on the phone, she seemed
used to this kind of thing and surprised that I was questioning why an overnight
package was taking two days. I also asked her why the DHL web site referred to
my package as being "Next Day AM" - yet their list of services does not mention
one by that name (there is "Next Day 10:30 AM" and "Next Day 12 Noon" - I
honestly didn't know which one IBM chose to use). When I suggested that they
might want to correct the terminology on the web site (I was honestly trying to
help), she had no idea what I was talking about. Of course, I'm nitpicking
here, but you can just smell when things are being done "on the cheap".

Like others have said, I have used UPS and Fedex and I have never been anything
but completely pleased.

What I said to IBM was this: "I don't blame DHL. I am not their customer. I
am YOUR customer and, at this point, I am an unhappy one." FYI, I typed it, and
this message, on a spare 600 I am glad that I kept around.

Oh, by the way, my officemate had a Dell laptop which needed servicing and they
DELIBERATELY sent his laptop via 2nd day (there and back). When he called them
on it, they tossed him an extended warranty and begged his forgiveness.

> I guess I shouldn't complain, but I'm a little annoyed with IBM's use of
> DHL/Airborne. The only other time I sent a machine in to Easy Serv, I'd called
> IBM about 6:00 one afternoon, got a box by FedEx before 10 the next morning. I
> called for pickup at 4 PM -- and FedEx picked it up 20 minutes later!
>
> Now I realize that I probably just lucked out that a FedEx truck was in the
> neighborhood -- and that a sharp dispatcher was on duty when I called. I know I
> can't expect such quick courier service all the time. But this time feels
> entirely different. I called Easy Serv yesterday morning and was told I'd have a
> box by 10 AM. It arrived sometime after noon. I don't know exactly when, because
> it was left on the ground outside the front door. No ring, not even a knock.
>
> I packed the box and called for pickup, only to find out that they will not pick
> up today, nor will they do a pickup in the morning. So more than 48 hours from
> my call to IBM will have elapsed already -- before the computer even *starts* on
> its way in for service!
>
> Grumpily,
>
> Deanna

-- 
-Larue-
_______________________________________________
Thinkpad mailing list
Thinkpad@stderr.org
http://stderr.org/cgi-bin/mailman/listinfo/thinkpad