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  • 枫下家园 / 生活杂事 / IBM telephone support's service is so bad. 谁有类似经历。这算歧视吗？ -nihaocanada(天那！我该怎么办？); 2001-12-20 {2262} (#305239@0)
    本文发表在 rolia.net 枫下论坛My company is very nice to buy a new PC to me. IBM DIRECT PC. We bought a floppy disk seperately also from IBM and they are in the same order. We paid $1490, including $149 for onsite service of 3 years (IBM must send their technicians out to customers' companies when they have any problem with their PC.) But I found out the floppy disk didn't work when I received. After debugging, I found out there are some problem with power cable of the floppy disk.
    At the first time I made a call to report it to IBM. A technician asked me a lot of questions and let me check a lot of code numbers from inside and outside PC. At last he actually hanged up my call when he felt that he served me too long time.
    At the second time, I had to make another call to IBM. Another technician asked the same questions again. Finally I finished reporting all code numbers and start to explain what happened. I was sure he knew the problems well. He told me they would send a new power cable to me. I said I didn't think it was safe enough for me to open the power case by myself and asked him if I could take PC to one of IBM stores for help. He agreed with me.
    At the third time, I had to make a call again because I found out we had paid for Onsite service. The same technician received my call. Obviously he was very angry and impatient. When I explained we should get Onsite service he actually said to me 'You are a new comer? Your English is so bad. I can't understand what you said. Please change another one to talk with me who can speak English better'. I said 'the other people of our company are very busy. Could I explain it more clearly?' Then I had to say sorry to him for a lot of times for my 'bad English'. But I thought why you can understand last call I made well if my English level is just like what you said. Finally he refused to offer me Onsite service and even didn't recognize he agreed I can take PC to IBM store in the last call. He was very impatient to tell me they just can send me a new power cable. I had to hang up very disappointedly.
    I had to report it to my manager. She was a real Canadian. She is very angry to make a call to one of IBM's managers with her fluent English. Finally IBM agreed to offer Onsite service to us.更多精彩文章及讨论，请光临枫下论坛 rolia.net
    • lesson No1., NEVER say sorry so easily. You didn't do anything wrong. lesson No2., next time when this happened, don't hang up, ask to talk with his manager/supervisor -tweety(RedMenace); 2001-12-20 {81} (#305286@0)
      And what is a "power cable of the floppy disk"? Do you mean floppy disk driver?
      • IDE cable, I suppose? I deal with IBM tech support before. They sound average, not good but certainly not bad. -jeffrey815(Smartiecat); 2001-12-20 (#305322@0)
        • no problem with IDE cable. -nihaocanada(天那！我该怎么办？); 2001-12-20 (#305331@0)
      • 1. Not I but he hanged up. 2. power cable--there are two cables connected with floppy, one is data cable, the other one is power cable. -nihaocanada(天那！我该怎么办？); 2001-12-20 {116} (#305330@0)
        I said sorry because I thought in an English society I should say sorry if my English can't make someone satisfied.
        • Instead of talking to your manager, you should ask the person's name and make a complaint to his manager. -nexttime(11); 2001-12-20 (#305383@0)
        • no need to try to make them feel satisfied. You are not a second class citizen. The purpose of Improving your English is only for better communication, not for pleasing someone. -tweety(RedMenace); 2001-12-20 (#305384@0)
    • Omg...was that really happening? -kiss92.5(kiss92); 2001-12-20 {1490} (#305347@0)
      本文发表在 rolia.net 枫下论坛I have been canada for years.I never had such experience..sometime there are some agent who behaved rude, (but not like what you dipcited), it's fine as long as i dont feel i am insulted....but I felt you were being totally insulted under the circumstance you descirbe... I hope you wrote the number or the name of the person you talked to,,, and make another call to their manager to complain...I bet there has to be something happen to the guy who did bad thing to you...

      As tweety said,Dont say sorry so easily since you didnt do anything wrong. you are the customer so you are the god...they should be very nice to you instead of freaking out like that....

      my suggestion is now if you feel like to do something to protect your right.if i were you. i will definitely do so....

      1. try to get the name of the guy you were talking to,
      2. or get his working numeber or whatever ID that can identify him.
      3. and make another call to another agent and tell them that you have to talk to their manager, if they refuse to extension you, you have to keep calling, otherwise you can try to explore their website and check the equipment you bough,i think you will eventually find a phone number of one of those manager.
      4. as for my experience,people may get themselve fired for doing that if you complain to the right person. believe me. we serve customers we have seen such samples.

      I really wanna say F***** to those damned so called IBM professional..they were being B*******th更多精彩文章及讨论，请光临枫下论坛 rolia.net
      • Do you think it's a kinf of insult? I can complain due to what he said? He said nothing about race..., just English-speaking level. -nihaocanada(天那！我该怎么办？); 2001-12-20 {86} (#305462@0)
        According to new immigration law, ones who can't speak English well won't be passed.
        • 有什么大惊小怪的？这种事太多了。 -simonsun(☆大河之恋); 2001-12-20 (#305468@0)
    • Moreover you are not suppose to know anything about computer.. if you meet such problem again.just tell them that you know nothing technical.you can not perform anything technical,ask them to send ppl over -kiss92.5(kiss92); 2001-12-20 (#305349@0)
      • Men,don't angry,It useless.Keep calling,complain the people -kevin_tor(晚睡晚起的懒猫); 2001-12-20 {734} (#305425@0)
        我曾经在IBM PC Help Centere做过一个月，对他们还算了解。他们的过程是这样的，第一个接你电话的人是customer service agent.他们根据你提供的S/N和型号判断你的机器是否在保修期，如果是转给TECH Support，不是根本不让你有机会和Tech support说话。所呀每次都会问你同样的问题，下次你再打过去，只需要告诉他们你的Case number就够啦，他们能查得到。

        但是实际上他们全部是volunteer.IBM不付钱给他们的。这些人很多都是新移民。到IBM积累经验来的。他们的态度很成问题。如果脾气好还可以，如果脾气不好，呵呵。

        对于他hang up你的电话的问题，你下次就打过去，告诉她你的case number,然后说"I don't want to talk to you,I want to talk to you super visor"足够啦，你和supervisor再谈你的问题。你最好能记住那个人的名字。

        不过，你别指望会有什么奇迹，IBM也做不了什么。
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