Be prepared to have your attorney or the Mafia at your side when buying direct.
Written: Sep 05 '03
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IBM will certainly sell you any product you ask for. Just look out if you have to deal with customer service!
I was trying to buy a Thinkpad T40, and since IBM doesn't sell through stores I had no choice but to buy online. I found an "unadvertised special", shall we say, when speaking with IBM (specifically, I was about to hang up because the pricing was too high, when the account rep suddenly found a way to knock $300 off the price of the machine. Whether it was a legitimate special or a last ditch maneuver to keep my business (or both) I can only guess.)
So I ordered the machine, to be sent overnight. Long story short, the machine didn't arrive, I called to cancel because I needed it immediately (not in four more days, as they then told me it would take) and bought a different machine elsewhere. When the machine arrived anyway, I called and said I'm not paying for this, you screwed up, and they assured me they'd arrange for pickup and return, no charge.
Then the fun begins.
IBM seems to run their company like a terrorist cell organization. You're not allowed to talk to anyone you haven't talked to already, and no one knows how to reach any other department for "security reasons". So in repeated calls over several weeks trying to get my money back, I have every time been rerouted to my "account representative", i.e. the guy I randomly ordered from who is now married to me for life, despite the fact that he turned out to be incompetent, is usually not there and does not return my phone messages. After weeks of struggle I reached his supervisor, who told me a credit had been sent to my credit card company, and it was therefore a matter between me and my credit card company. Wrong! Without a transaction number or any proof of the credit, my credit card company places the problem squarely on IBM. I was informed I must take it up with IBM Financial Services...but no one at IBM can transfer me to that department, for "security reasons". No one has ANY phone numbers for any other departments. And would I like to leave a message for my account representative again?
I've gone through so many circles and had my blood pressure skyrocket so badly, just trying to return an unopened, factory-sealed machine. I'd hate to think what people must go through when they have more delicate problems!
My strong suggestion -- DON'T BUY FROM IBM. If you really want an IBM machine, deal with companies like PCZone, who are more dedicated to customer service than protecting their tails. Or buy the machines on Ebay, since the machines come with up to three year warranties. (Although I've had problems with IBM standing behind their warranties -- they once told me a brand new non-booting machine was having "software problems" and software isn't covered under their warranty, even factory-installed software -- but at least you can call multiple times to speak with multiple technicians until you get someone able and willing to actually help you.
But without the ability to reach someone at high enough level to take care of sales or billing problems, I'd be very very very very leery of giving IBM another order for anything at all.
It's too bad, because I rather like their machines.
Recommended:
No
What product did you purchase or try to purchase? Thinkpad T40
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Reviews written: 22
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