So I bought a new Thinkpad 42, which I registered online 2 days ago. While
trying to create recovery disks (to better use the 4G IBM hidden partition),
I got multiple error messages despite rebooting, reinstalling the recovery
program, etc, etc. I called IBM support. A very pleasant lady then
transferred me to Tech Support. Here follows my imitation of a curmudgeon.
1) 1st support rep transferred me to 2nd rep.
2) 2nd rep spent 10 minutes quizzing me about my name and address. I
gave him the (registered) serial number, but my registration info is on a
separate system from Tech Support. Say what?
3) 2nd rep cannot find me on his database, despite me calling twice in
the past 4 years about my previous Thinkpad laptops.
4) Rep told me to reboot (or as he said, turn off and on the system).
Duh.
5) I gave him the relevant error message, and then I listened to the
keyboard clatter as he accessed the IBM database. However, I had already
perused the Web database - most likely the same one he was looking at. He
also had no idea what was going on, but agreed to mail me physical recovery
disks. Yeah! The whole procedure only took 40 minutes.
6) Both 1st and 2nd reps had strong accents, which necessitated repeats
of every sentence. Since it was obvious that both of them were just
robotically going thru a checklist, I suppose it dosen't really matter which
outsourced 3rd world country they are located. I am sure they are as
intelligent as the reps with impeccable middle-American speech, but for PR
purposes I would have thought that IBM would've want reps with passable
English. (For what it's worth, the accents sound distinctly east European;
I guess they are now cheaper than reps from the Indian subcontinent.) I
probably spent 40 percent more time on these calls than if we all had
understood each other.
Suggestions for computer support:
Have a self-identified hierarchy of users according to their
computer-literacy. How about "no clue", "gets rid of desktop icons", "
changes regisrtry regularly", " changes partitions", "dual-boots with
Linux", " port-forwarding with ease," and "Windows developer". It would be
in the interest of each caller to correctly state his level of expertise to
avoid technical gibberish.
One final whine:
I have an Ipod, which (practically) forces me to use Itunes from Apple.
The download procceds to put Itunes and Quicktime on at least 6 spots on my
desktop, and wanting to be the default whatever player. I removed them all,
but it ain't easy to get rid of they tray icon. Furthermore, Quicktime is
required to run Itunes! What is Apple trying to do? Does it really think
that forcing it's proprietory Quicktime on Windows users will cause a
massive switch to it's Macs? Good luck with that Mr. Jobs. My call: short
AAPL.
I need a beer.
Bill T
