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

You have no complaint. You went off the deep end instead of just calling
back and getting clarification. You got great service, and I really don't
care to hear any more about it, so take me off YOUR list
----- 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 3:04 PM
Subject: Re: [Thinkpad] [T23] EZ Serv:New screen backordered to February!

> Bruce, I'm really sorry you're missing my point.
>
> 1) If you read my story carefully, the "ETA unknown" didn't come up until
three days after the machine was received. Prior to that it was ETA
February. Although >you< said it wouldn't be 5 months, >IBM< said it would
be, and that's all that's relevant as far as my complaining about my service
experience goes. I was told 5 months in the same conversation where I was
encouraged to accept an XGA screen. Anyway, this point is minor compared to
my main point.
>
> I was reporting the facts sequentially for the interpretation of the list.
We can all interpret them differently, but please don't get confused about
what actually happened.
>
> 2) The guy today offered me an XGA screen when HE KNEW SXGA's were likely
available. As soon as I repeated my refusal to him, he acknowledged that he
knew about the SXGA's before he called me. Explain to me why he didn't tell
me about the SXGA shipment BEFORE asking me again to accept the XGA. THAT
is the focus of my complaint.
>
> The stuff you say in your message below does not apply to the story I have
reported. I am not focusing my complaint on the delay. The delay is less
than optimal, and runs counter to the estimate IBM had given me when I
mailed them the machine, so that's a less than optimal situation. But that
is NOT the focus of my complaint.
>
> And I'm sorry that you decided to personalize it by characterizing what
kind of customer I am. If you read my complaint carefully, I was
specifically misled by a manager, who admitted to me that he already had
information suggesting that I would be foolish to accept his offer of an
inferior replacement.
>
> If you are defending that manager's behavior, then perhaps you are letting
us know what kind of a seller you'd be.
>
> As has been mentioned repeatedly by others on this list, one reason people
pay a premium price for IBM's is that they expect superior repair service.
If you would describe my situation as superior, then I suppose we'd never
come to agreement.
>
> I am grateful to yours and the other Thinkpad list members' contributions
in this issue, which have been very helpful. Like I said, I'll report back
with a final update when the machine comes back to me.
>
> - TK
>
> At 02:40 PM 9/17/04 -0400, Bruce Markowitz wrote:
> >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>
> >
> >> 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.
> >>
> >> >>> 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. <<<
>

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Received on Fri Sep 17 15:19:55 2004