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

I think you have gone off the deep end. ETA unknown does not mean 6 months,
it always means a few days to two weeks max, and I told you that before.
Someone gave you bad info, that is not the same as "IBM lies".
Dan Rather lies, but that's another matter!
They offered you an XGA screen because those were on hand, and they could
get it fixed the same day and on the way back to you. That is GREAT service.
You yourself agreed that they told you they would take it back and replace
the screen again when the better screen was available.
So what exactly did you want? They DID NOT HAVE THE SCREEN ON HAND. So they
offered a "reasonable" replacement immediately, with a promise of the update
when available.
Try to get Compaq to give you an offer like that!
And, in all, this is FOUR DAYS. Are you kidding? In the past I have had
Sonys and Toshibas in factory service for SIX WEEKS!
Personally, I would not want any customers like you, you are totally
unreasonable. I agree that someone gave you bad information, but when you
posted here, you received what turned out to be the right info, based on our
experience. OK, you are correct, IBM did not have the proper screen sitting
on the shelf just awaiting your call. Of that, they are guilty. But get off
your soapbox. Four days???? Immediate temporary repair??
What the heck else could they offer you if the part was not instantly
available?
Grow up. You do not get a new machine because of a four day wait for service
(I have a feeling that is what you were angling for). You will almost
certainly get a brand new screen, they do use "servicable used parts" at
times, but that screen is uncommon enough that probably you will get a new
one. If there is a problem with the screen they give you, just send it back
and they will replace it again. What more could anyone do for you?
----- Original Message -----
From: "TK" <kmysql@counterfolk.com>
To: "Bruce Markowitz" <scosgt@worldnet.att.net>
Cc: "Thinkpad list" <thinkpad@stderr.org>
Sent: Friday, September 17, 2004 2:09 PM
Subject: Re: [Thinkpad] [T23] EZ Serv:New screen backordered to February!

> At 02:02 PM 9/17/04 -0400, Bruce Markowitz wrote:
> >ETA UNKNOWN IS NOT FEBRUARY. THIS IS GOING EXACTLY AS I TOLD YOU IT
WOULD.
> >THEY ARE FREE TO USE REFURBISHED PARTS, BUT MOST LIKELY YOU WILL GET A
NEW
> >SCREEN.
>
> Bruce, you might be missing some facts in my story.
>
> IBM told me February. That is a fact. It's worth pointing this fact out
so people know that IBM lies.
>
> Another important fact is that the manager today repeated the offer of an
XGA screen, and then in the next breath, after I repeated my refusal,
proceeded to inform me that SXGA's are probably available anyway.
>
> The point here is: If, in the end, I get my laptop back all fixed, it
still didn't go well, because:
> a) It took a few days too long.
> More importantly:
> >>> b) I was clearly baited to accept an inferior replacement by someone
who immediately admitted that he already knew that a better option was
already available. <<<
>
> Based on (b) alone, I will never buy a Thinkpad again. To have such
tangible evidence of them working to mislead me into accepting an inferior
replacement is more than enough to sour me completely to a company.
>
> - TK
>
> >----- Original Message -----
> >From: "TK" <kmysql@counterfolk.com>
> >To: "Thinkpad list" <thinkpad@stderr.org>
> >Sent: Friday, September 17, 2004 1:23 PM
> >Subject: [Thinkpad] Re: [T23] EZ Serv:New screen backordered to February!
> >
> >
> >> I'm closer to resolution, and some of it now looks potentially a little
> >fishy:
> >>
> >> I spoke to EZ Serv again today (this is four full days after they
received
> >the machine and placed it on hold). They again knew nothing of the
status
> >beyond "on hold for backordered part, no ETA." I explained the situation
> >and the case was re-escalated, and I was put in touch with a manager.
> >>
> >> He called me on schedule and repeated the offer of an XGA that had been
> >made to me two days earlier by the department-unidentified individual. I
> >repeated that I couldn't accept that. He then informed me that he had
just
> >been on the phone with someone who said that a shipment of SXGA's might
have
> >arrived, and he'd hear back from that person shortly with a confirmation.
> >>
> >> He called back 20 minutes later to inform me that the SXGA's had
arrived,
> >and the repair center will install one of those on my machine (though he
> >wouldn't make any promises as to when).
> >>
> >> I asked if the part would be new or refurbished, and he said they're
all
> >refurbished parts.
> >>
> >> So, one must wonder various things, like:
> >>
> >> - Why did they think it would take until February to get refurbished
SXGA
> >screens?
> >> - Why was I again offered an XGA replacement even while it was already
> >known that an SXGA screen might be available as we were speaking?
> >> - Do they have a >relative< shortage of SXGA's, so they're trying to
pawn
> >off XGA on those customers who are willing to accept that?
> >>
> >> Other speculative conclusions are welcome.
> >>
> >> I'll report back as to the final repair status of the machine.
>

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Received on Fri Sep 17 14:40:33 2004