Letter to IBM

11:00am May 14th. Alice asked me to write an email to I*Beep*M about unsatisfied customer service. So here's my mail,

Dear I*Beep*M customer service,

Please note that I am very unsatisfied with the bad service provided by a "world class" company as IBM.

In 2000, I bought an I*Beep*M computer (*model*) in Hong Kong thinking I*Beep*M - as one of the biggest computer companies - can provide premium service and quality products to us, consumers. In these few years times, I have been happy with the product and did recommend I*Beep*M products to many friends as there were no problems with the machine.

Last week, I have found that the transformer in the computer becomes very hot in a short time of operation. As a worried consumer that heat from the computer might cause a danger to my home, I called IBM service to help me. I did know that the warantee for the machine has been expired (3 years warantee - ending 2003), but I was just hoping that IBM service can provide me a solution to solve this issue (maybe a replacement transformer that I can buy from I*Beep*M). But when questioned about any possible replacement parts, IBM service noted that this computer system has been discontinued and I*Beep*M cannot provide any service parts for me. I was not satisfied with this reply as I was willing to pay for a new transformer and I bought I*Beep*M thinking service would be much better than other companies atleast in replacements parts.

It has also come to my attention that I*Beep*M actually found that there were heat issues with this transformer model and machines were needed to be returned to IBM for replacements in 2002, during my warantee period. But as a normal consumer that does not look into the I*Beep*M website to check for updates everyday, I did not know this at the time. To think back, I would think that I*Beep*M could have sent me a mail to note this problem as my address/phone number was noted in the warantee during the purchase. If I*Beep*M did send me a mail at that moment. The current situation will not happen.

I really do not know what to do now, writing this complaint to I*Beep*M. My mother does operate the computer normally for her daily entertainment and now she cannot use it anymore. I do tell her not to use the computer anymore but I am very worried that accidents might happen.

All I want is I*Beep*M's help in providing me a transformer that I can use for replacement to prevent any accidents. Pls help!

Yours Truly,

Alice Wu

I guess even big cooperations do not have WORLD CLASS service ... So, we as a small company have to do this right?

So, at the end Alice did get the transformer but she did need to pay for it. Maybe I wasn't strong enough in the email to persuade them to give one for free. Maybe next time...