The story is slowly getting worse:
I was supposed to be called back by today about the "escalated" situation with the backordered part for the laptop of mine they've had since Monday. No call came.
So, I called EZ Serv, and they have no record of the status change. Their system just says the repair is on hold for backordered part, and the guy I spoke with had no clue how to help me or redirect my call or anything. He did find a direct # for a person with the same first name as the person who'd called me yesterday, so I left her voice mail.
He said he'd never heard of this person before except one other time recently, for the exact same problem (he confirmed that the other customer was also told to wait until "February"). He kept repeating, "I have no idea who she is or what department she's with."
I am left having no idea what is going on or how to find my laptop, even to get it back unrepaired.
Awesome warranty service, IBM.
- TK
TK previously wrote:
>I sent my T23 in for in-warranty repair/replacement of my bad flickering screen a couple of days ago. They have just informed me that the replacement part is backordered until February!
>
>They offered to install an inferior XGA screen (i.e. 1024x768) and then, come February, let me send the machine in again for the proper replacement.
>
>I told them this wouldn't work (I do a lot of graphics work), so the situation is being escalated.
>
>My question: What do you think the options will be? If they don't have the part, and I can't accept a downgraded screen, then what else is there? All I can think of is replacing the whole laptop. And I assume this would be replacing it with another T23, but perhaps that isn't an option for them.
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Received on Thu Sep 16 18:39:50 2004
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