IBM service adventure

By Michael Fraase

Tuesday, 05 July 2005 03:12PM CST

Section: Business

Around the first of the year I bought an IBM ThinkPad and a few weeks ago the left trackpad button was getting a little “mushy.” Last week it started dropping mouseclicks intermittently. After following the amazing adventure Jeff Jarvis had with Dell, I was somewhat apprehensive about dancing with IBM, especially post Lenovo purchase.

Last Tuesday evening I filed a service request on IBM’s website. This not being a crucial breakdown, so I assigned the trouble ticket the lowest priority. Within the hour I received a call back saying the technician would call in the morning for the on-site repair.

On Wednesday morning, right on schedule an IBM technician called to say that the part was temporarily unavailable but had been ordered and should be in tomorrow.

On Thursday, the technician called to say that he had gotten buried in higher priority tickets and that he would call my ticket in for reassignment.

On Friday morning another technician called and we set up the appointment. He arrived on time but the warehouse had sent the wrong part.

This morning the technician called to set up another appointment and he was at my downtown Minneapolis office within the hour. The repair took less than an hour start to finish. No question or hassle about the problem, just a quick replacement and he was gone like the Lone Ranger.

I’m going to have to replace my server this fall. I won’t be looking any further than IBM.

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