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?)
<本文发表于: 相约加拿大: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.
<本文发表于: 相约加拿大:枫下论坛 >

2001-12-20 -04:00

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