I think Bruce hit the nail on the head. EZ SERV may have an off day but in my experience, it has had many more
hits and basically no misses. I've sent in quite a few 600e, a31, and r51 TP's through the years, (our field techs are
very abusive with their laptops!) and the only thing an IBM rep told me was (very politely!), to vacuum out the
keyboard ...never once mentioning the scuffs, scratches and broken-off doors and latches?
Our company has had Toshiba, Compaq (pre-HP), and for the last 6 years, Big Blue. We even tried Dell for a 2
yr. span and words can't describe the incredible difficulty we had keeping units in the field ... (The IT manager
who pushed for Dell is no longer with us.) Dealing with IBM couldn't be any easier from my standpoint. When a
TP is down, I average three calls to EZ SERV, a box is sent and I get the TP back in 10 days to 2 weeks, I
re-image the HD and check com ports for data transmission and overnight it to the field tech. This never happened
in the days before our switch to Big Blue.
Service is very cut and dry, you just have to keep track of your number, the name/ext. of your contact and not
have demands above those detailed in the service agreement.
IF you think EZ SERV is bad, you need to wrestle with a few of the other majors out there, because they certainly
won't make you happy!
Just my .02,
John
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Received on Fri Sep 17 18:09:05 2004
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