Long ago, a friend had an IBM PS/2. The monitor failed.
Being a mainframer, she called hardware support -- the same number she'd call for a broken mainframe. IBM promptly dispatched a CE to her house; he replaced the monitor, cleaned up any mess, and departed in his unmarked white van. More recently, article I wrote about complaining -- mostly good news but some failures: http://archive.slickdeals.net/f/1979348-Creative-Griping-Makes-Friends-and-Brings-Rewards And other interesting articles... "The Very Picky Customer" http://boss.blogs.nytimes.com/2011/07/27/the-very-picky-customer/ "What Satisfying Picky Customers Can Mean to a Business" http://boss.blogs.nytimes.com/2011/08/18/the-critical-5-percent-of-customers/ "Five ways your customers say they are unhappy" www.theregister.co.uk/2011/03/30/crm_customer_satisfaction/ PeopleClaim: Taking Complaints Public Via the Web bucks.blogs.nytimes.com/2011/05/25/peopleclaim-taking-complaints-public-via-the-web/?nl=your-money&emc=your-moneyema4 Bottom line, complaining wins MUCH more often than not, and keeping quiet NEVER wins... Robert Prins said: I hope this doesn't offend anyone, but here's a short story about customer service... -- Gabriel Goldberg, Computers and Publishing, Inc. g...@gabegold.com 3401 Silver Maple Place, Falls Church, VA 22042 (703) 204-0433 LinkedIn: http://www.linkedin.com/in/gabegold Twitter: GabeG0 ---------------------------------------------------------------------- For IBM-MAIN subscribe / signoff / archive access instructions, send email to lists...@bama.ua.edu with the message: INFO IBM-MAIN
