IBM Support is by farrrrr the best I've ever used

[Viper0329]

My dvd drive has been acting up, and I've lost about an hours life on my battery. I call them up, the CS rep says, "Hey, no prob. We'll ship out a new DVD/CD-RW combo and battery today. It'll arrive sometime tomorrow." No questions asked.

😀😀

 

[FeathersMcGraw]

Those Indians sure are nice!

 

[amdskip]

Must not be out sourced to India yet.

You get what you pay for in a laptop too.

 

[Looney]

I had good experiences with Tigerdirect lately. My order for a case came in, and UPS smashed it. I called them up that morning, and they immediately shipped me another case, and gave me a UPS account to ship the smashed case back. Called UPS, and UPS came to my door to pick up the case.

 

[Viper0329]

They haven't sourced to India. Both times I've called I've gotten American reps. It seems that some of the price premiums on IBM laptops comes from their service and support.

 

[Doodoo]

I think they have been outsourced to India already...not too sure though.

Last time i called:

Lady: What is wrong with your pc?
Me: The pc won't post...i get no display or anything.
Lady: I think you need a new video card.
Me: No...the pc won't post...can i just get a new motherboard?
Lady: First can you check your display settings?
Me: No...the pc won't post i cant get into anything...i just need a case number to order a motherboard.

Almost every person i've talked to from IBM support has been like that. I usually know more then they do.

 

[Dedpuhl]

HP support has been the best I've ever used.


Dell is the worst.

 

[Looney]

Originally posted by: Dedpuhl
HP support has been the best I've ever used.


Dell is the worst.

Dell is the worst? WOW, that is a complete 180 to what they were just a couple of years ago, when they were hands down the best in the industry.

 

[EmperorRob]

My vote goes to Logitech. I had a 2 year old cordless keybd/mouse combo where the keyboard went dead on me. I paid $67 for this brand new. They sent me a new cordless elite combo that retails for $99.

 

[Looney]

Belkin is pretty damn good too. Had a old ergonomic keyboard that was years old, and some of the keys didn't work. Called them up, and told them the problem, and they called the local Staples. I just went to them and picked it up.

 

[zixxer]

Originally posted by: Doodoo
I think they have been outsourced to India already...not too sure though.

Last time i called:

Lady: What is wrong with your pc?
Me: The pc won't post...i get no display or anything.
Lady: I think you need a new video card.
Me: No...the pc won't post...can i just get a new motherboard?
Lady: First can you check your display settings?
Me: No...the pc won't post i cant get into anything...i just need a case number to order a motherboard.

Almost every person i've talked to from IBM support has been like that. I usually know more then they do.

No offense, but I wouldn't have trusted you either. 99% of the people that call say what you just said.. but have NO idea what they are talking about. Personally, I would have said "My computer displays no video. I have tried my video card in a another computer and it works fine, I have tried different ram, and unhooking the hdd, cd rom, and floppy at no avail. " or something along those lines.

Just because you call ranting about not posting and whatnot doesn't mean they should just up and send you a new mobo...

 

[zixxer]

Originally posted by: Moralpanic

Originally posted by: Dedpuhl
HP support has been the best I've ever used.


Dell is the worst.

Dell is the worst? WOW, that is a complete 180 to what they were just a couple of years ago, when they were hands down the best in the industry.

eh.. imo dell isn't the worst.. they aren't as good as they used to be though

 

[bozack]

IBM Sucks....

I believe most of their support desk is in Canada now but it will be migrated to india or china soon as they are all about the cheapest possible price for anything, I have worked on more than a few contracts for them and they were next to awful to work for....

 

[beyonddc]

I have very good experience w/ IBM Support. 🙂

 

[AMCRambler]

Worked for a contractor who does tech support for a company that buys all IBM. I used to call IBM quite a bit on warranty stuff. 95% of the time I knew what the problem with the pc was when I called, dead hard drive, bad ram etc. It's when the problem is with the motherboard you can't be absolutely positive a lot of the time unless you've got the exact same model sitting by thta you can swap parts with. When that was the case I usually walked through all the trouble shooting steps I took with their tech and if they had something else to suggest I try I would do it. How hard is it to try something while they're on the phone with you? Not very!
Towards the end of my job as a contractor there I did find the knowledgability of the techs I was getting on the phone went down. The last couple times I called I could tell it was someone with no tech experience reading from a list of things to have me try. If anything different than what the list said to expect occurred I would get put on hold and then someone from their "technical support" department would get on with me. First you had to get past the meat head though, lol. The technical support guys can usually tell when you know what you're talking about and would put the case number through for us to rma on. The also knew that as an authorized IBM service provider we weren't going to claim something was bad when it wasn't because the defective parts would be shipped back once the new part arrived, and if the claimed defective part was actually good, we would be charged a penalty fee.

 

[igowerf]

Dell's been great with my laptop. I broke the audio jack (my fault completely) and the Indian guy on the phone immediately setup a replacement order. Dell sent me a box and instructions to call Airborne and have them pick up my laptop. It took about a week, but it didn't cost me a thing.

 

[labgeek]

Originally posted by: Dedpuhl
HP support has been the best I've ever used.


Dell is the worst.

We get pretty decent support from Dell.

I do agree with the HP support being great, at least for Personalized System Support (PSS). I call we have someone on site within 3 hours. But we pay more than a person's salary for that...

 

[amdskip]

I have had bad luck for support from Dell. First one was a lemon computer that took 4 weeks of emailing back and forth to get them to ship out a replacement motherboard and processer.

Other time was a week old monitor that had a refresh problem. They claimed that I did not purchase it from them. It came to the point where I took pics of the monitor and proof and then they said they did not accept attachments in email so I had to upload them and then they finally shipped out a replacement.