All hail IBM, King of Customer Support

[Jenni]

About 2 weeks ago my HDD developed 2 megs of bad sectors. Followed HAL's advice and RMA'ed it. I didn't get around to shipping it until the 17th, UPS ground. UPS delivered it yesterday morning. Today I checked the status of my RMA on IBM's website. It said "not received". So I sent them an email. I got this response this evening:
Jenni, Our website does not always reflect the most up to date information.
Your drive has been received and the replacement shipped out today. You can
expect your drive in 2-3 business days.

Even though I had to RMA a drive that was less than 7 months old, I can guarantee that my next HDD will be an IBM too! That is totally awesome!

[Jenni]

Got this email yesterday afternoon:

Dear Miss Parker,

We received your response from an email you received from a technician in
our support center. I was double checking the status before I closed your
case and RMA, does show that we received your defective yesterday.


You were misinformed about turnaround time however, and your drive has not
yet shipped out. The process has begun but it has other steps that need to
be completed. The turnaround time will be 10 to 14 business days from
10/24/01.


Well that just plain stinks! I mean, I was ecpecting it to take that long anyway, but then I got all excited about getting my drive back so fast!

[TEEB]

Don't you just hate it when they don't do what they say they will!!! Grrrrrrr!!!

[reboot]

At least IBM had the guts to email back, explaining the error, and giving you an expected return date.
How many others would have left you hanging for two weeks, blaming it all on UPS?

[Jenni]

Yeah, that's true. Like I said, I was expecting it to take a while, so I'm not really mad about that part of it, I just wish the first person that emailed me ahdn't gotten me expecting my drive back Monday!

[TEEB]

Yeah! You gotta give them credit for that much. But, I'm with you Jenni, don't get me expecting something to happen that's not going to!!

[bagglo]

hum,
Jennie's story has me fascinated, just today I promised my self no more IBM Hard drives, no warranty..I have called three times sent six e-mails and faxed all the info three times, and still no RMA!! and they are still trying to find the past paper work, the HD was 11 months old when it died, but because I purchased on-line no warranty, I am having to Plead my case, I bought with three year warranty, but, but but, is all I get, the reseller was not authorized reseller!!! Bunk!!! who cares, warranty is warranty, and I have all my paper work..... so be sure and ask to see the "Authorized IBM Reseller" when purchasing IBM HD on-line!!

Jennie, so Congrats!! glad to hear they do warranty some of their hard drives,

Western Digital warranty was a joke too, the small shop I bought it from finally warranted out of their pocket!! Warranty starts day of manufacture they said not date sold, so had sat on small shops shelf for 5 months before I bought,One year only warranty!!so the eight months I had and the five months on the shelf=no warranty from WD!!

[HAL9000]

Originally posted by bagglo Western Digital warranty was a joke too, the small shop I bought it from finally warranted out of their pocket!! Warranty starts day of manufacture they said not date sold, so had sat on small shops shelf for 5 months before I bought,One year only warranty!!so the eight months I had and the five months on the shelf=no warranty from WD!!

Really I've always used the online RMA for western digital and had a drive returned to me within 10 business days from the time that I shipped it from Canada to Goleta California.

[Jenni]

Got a different drive today. Won't say "new" because it clearly isn't, but as long as it works...

That's not bad at all really. Just 3 working days after they got it, which is what the first guy told me to begin with! Clearly IBM doesn't have a clue what is going on where though!

[TEEB]

So, they were right the first time. Go figure!!