IBM, is this good customer service? NO!


I recently posted about my hard disk dying.

The IBM technician came out today. He brought the wrong hard disk – a 60Gb model rather than the 40Gb I had. He wouldn't let us have the larger drive, he even refused to even try the larger hard disk in my notebook to confirm that the problem is the hard disk (there is some speculation that it could also be the motherboard). He'll be back again tomorrow with the right hard disk. Is this good service or even good business sense?

  • The IBM support centre have the records for my notebook and the technician should have had the right drive.
  • The difference in street price on these drives is only AU$35. I suspect that this is much less than IBM's cost in getting the technician to make a return visit.
  • Consider the lost opportunity to create good will by providing the upgrade for free. Or even in offering me the opportunity to pay the price difference.
  • Consider the ill will created by yet another day without my notebook. And the extra ill will that will have been created if we find out tomorrow that its not the hard disk (when we should have determined that today).

Is anybody at IBM listening? Is this good service or even good business sense? NO!


[Update 1/June: IBM came today with the right hard drive. It turned out to be a problem with the main board after all. We could should have found that out yesterday and had the notebook fixed today but now I won't be getting my notebook working until Monday at the earliest.]

[Update 6/June: IBM tech fixed the problem yesterday by replacing the memory and the CPU. So it took – new HHD – new mainboard – new memory – new CPU. First time I've ever been thankful to have an extended on-site warranty.]


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