Re: [Thinkpad] [T23] EZ Serv:New screen backordered to February!

OK, now listen carefully!
IBM has an Ombudsman to help with these kinds of problems. Home office is in
Armonk NY, 914 area code. I went thru this one time years ago, and the
person was very helpful. You will need to make some calls. As to the
February thing, I still don't see that at all. Something is fishy, start by
speaking with the MANAGER at EZSERV, it used to be a woman, and she was
quite helpful. Explain the problem to her, ask for the main office number to
file a complaint, you should be able to get a resolution in a day or so.
Keep in mind, the folks you are dealing with are phone drones, you do need
to speak with a real person.
----- Original Message -----
From: "TK" <kmysql@counterfolk.com>
To: "Thinkpad list" <thinkpad@stderr.org>
Sent: Thursday, September 16, 2004 6:37 PM
Subject: Re: [Thinkpad] [T23] EZ Serv:New screen backordered to February!

> 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 19:44:38 2004