IBM Complaint - Equipment and Service is Dismal
Four months ago I needed to purchase a new laptop for my personal use. In the past I had never considered anything but Dell. Since my current employer was utilizing IBM ThinkPad’s I decided to look at the ThinkPad. I chose and purchased a IBM ThinkPad X61 laptop in June 2007.
Last week the hard drive stopped working on that laptop. I took the laptop to a local IBM PC service provider (Syscom Technologies) who diagnosed the problem as needing a new hard drive. They ordered a new hard drive which arrived yesterday (Case #33PT7MR). They then called me and wanted the Operating System and Thinkpad software – I told them it was preloaded when I received the computer. He then called IBM and was told they would overnight a disk to him. Today he did not receive it and he called for a tracking number and was told it would be 3-5 days prior to it shipping.
I have several issues that IBM technical support tells me is the way it is and I will have to live with it:
1) Why does an authorized Service Provider not have the software and tools they need to make warranty repairs?
2) If IBM is shipping computers pre-loaded – Why do the hard drives not come pre-loaded?
3) Why does the order of a warranty hard drive not trigger the requirement for the software?
4) Since the old software, that was preloaded on the computer, was obviously licensed, why can the service provider not download the software online?
5) Why does the hard drive on a computer 4 months old break?
I have now been without my computer for at least a week and will be another before I get it back. IBM Technical Support tells me that is the way it is and I have to live with it. One Final Question - What computer do you think I will consider the next time I or my business needs a computer?