🚀 go-pugleaf

Stupid would like to share my bad experience for IBM Singapore.

When I send the complaint to IBM Singapore and their TechSup Carol Lau,
Team Lead, was replied as following.

1) to arrange for forwarder to pick up the faulty drive. We are trying
to arrange for pickup either on tomorrow (11/19) or the next day (11/20).
2) to request for replacement upgrade to another model, higher capacity
drive. This upgrade request needs our US office approval, please allow
couple of days for request approval. We are requesting for a 30GB
replacement hard drive. We will let you know the outcome of the request
as soon as we receive reply from our US office.

However, it was a lies. They also offer poor service to handle that
case. They has advise to pickup drive but did not advise the return
address. They also did not well communicate with their courier. The
following was previous messagae to them.

Drive was pickup bu UPS on 19 November 2002 at 16:15. Because you did
not advise the return address, service level and details of commercial
invoice in mail and your tollfee phone 800 933 683 also busy, this way
was caused me great inconvenience.

Hence, I prepared the commercial invoice by myself and sent the drive to
you via following address via express service. IBM Singapore Pte Ltd,
IBM Towers, 80 Anson Road, Singapore 079907
IBM Technology Group Hard Drive Technical Support Center of Singapore

Their replied as following.

You mean you have sent out the drive? We are arranging for someone to
pick up from you, free of charge, thus we do not provide address.

If you have already sent out the drive, I have to inform the Warranty
department that the forwarder needs not do the pickup now. The
replacement drive will be sent out when the faulty drive is received. I
will check with UPS and mailroom tomorrow to see if the drive comes in and
let you know.

Their next replies as following.

Thousand apologies, it is my mistake here. I thought you are sending out
the drive yourself. If the forwarder is sent by IBM, then it is okay.
The forwarder would bring the drive back to IBM Logistic Centre in
Singapore.

I will ask the warranty department on the date of issuing out the
replacement as soon as possible. Will let you know later today when I
get reply from them.

However, they did not advise again until I sent following message to
them on 22 Nov 2002.

I was waiting Carol's reply whole day but she did not contact me again.
I phoned to her and found busy again. I left message to her but she
still not call back. Your Tollfree phone is nothing for customers. This
way was broken our communication.

I checked drive be received by ASHIKIN on 20 November 2002 at 10:32 but
you did not send out the replacement to me yet.

Their replied as following.

Please be informed that replacement drive, is already in transit to be
delivered to you. The replacement drive is of part number 07N9207, model
is IC35L020AVVA07-0, this is a 20GB Deskstar 120GXP family, the latest
Deskstar model.

The request to get a 30GB replacement drive has been rejected by our US
warranty office.

Hence, it was a lies to upgrade a 30GB replacement.

Moreover, I pickup your replacement drive on 3 Dec 2002 and found that
their replacement also was failure drive. Hence, I wasted 50 days but
received failure drive 2 times.

You could found that IBM be missed QC and QA to assure outgoing product
quantity.

Are you want buy IBM product, please refer that case first.

Case was not settled yet and I still suffer IBM poor poor poor service
and will share to you coming soon.

Stupid wrote:

> Stupid would like to share my bad experience for IBM product that was
> provided by Trans Europe Computer Limited - GES subsidiaries (Hong
> Kong) and IBM Singapore.
>
> I bought an IBM hard disk (31L9056 IBM 20.5GB DPTA-372050, price :
> ~HK$1200) on March 2000 in Hong Kong because I trusted IBM HDD be
> reliability and it was offer 3-year warranty.
>
> Unfortunately, I got poor service from Trans Europe Computer Limited
> and IBM Singapore. I found that drive has bad sector on 12 October
> 2002 and I lost all data immediately that could not be recovery.
> Hence, I took the leave and sent HDD to Trans Europe Computer Limited
> on 19 October 2002. However, they advised no spare for replacement and
> need to send back to IBM Singapore. The repair time is 3-4 weeks. If
> they received replacement, they will contact me. They also did not
> offer loan service. Hence, I need to purchase another HDD by myself
> for using.
>
> When I purchased another HDD, I gave up to buy IBM HDD again because
> warranty of Trans Europe Computer was do nothing. They is only a
> Courier and is irresponsibility for IBM product.
>
> In previous few weeks, I did not receive any advice from Trans Europe
> Computer Limited for replacement. Hence, I phoned to them on 14
> November 2002 at 3:00 pm and they advised me drive be ready for
> replacement. On the 15 November 2002, I received the first advice from
> Trans Europe Computer at 12:33pm that drive be ready.
>
> On 16 November 2002, I took the leave again to pick up the replacement
> from Tran Europe Computer Limited. However, I found the surface of
> replacement be scratch that indicated drive be refurbishment and did
> not replace the cover. Moreover, they advised me the warranty of
> replacement was same as original. Hence, I lost about 1 month warranty
> in repair period. On the other hand, I also found the RMA return Note
> was shown replacement date is 13 November 2002. This meaning is
> replacement be arrived before 13 November. They did not inform me
> until I phoned to them for checking. Hence, I did not trust this company.
>
> Unfortunately, that replacement also was defective drive and was dead
> within 1 hour. I surprised that Tran Europe Computer was not fulfill
> their commitment in WEB to guarantee the product quality that they did
> not test the drive and replaced to me directly. I also surprised that
> IBM Singapore to provide that poor quality HDD.
>
> After I send complaint to Director of Tran Europe Computer and IBM
> Singapore on 17 November, Daniel Wong of Tran Europe Computer replied
> as following on 19 November.
>
> "With regard to your case, we regret that the model concerned
> (DPTA-372050) is already obsolete. Thus waiting for shipment from IBM
> to fulfill your RMA (Return Material Authorization)
> request is inevitable. Also, as the replacement drives are shipped to
> us in sealed aluminum bags, to preserve factory quality, we would not
> open the sealed packaging for testing. As for your faulty replacement
> drive, pls bring to us asap for DOA (Dead of arrival) one-to-one
> replacement.
>
> We regret for any inconvenient caused and sympathize with your
> situation. However, as your RMA request has already been fulfilled
> under normal procedures, we are sorry but no compensation or refund
> could be provided in this case. "
>
> First, you found Tran Europe Computer be reply slowly for customer
> complaint. They did not keep enough spare within warranty period
> although they promised to offer 3-year warranty. They were a courier
> only and did not perform testing to assure the outgoing product
> quality although they mentioned in their WEB to assure the outgoing
> product quality. They also pended to process the case to replace the
> drive although they received the replacement before. The following is
> replied by IBM Singapore to shown Tran Europe be received the
> replacement at 11/6/2002. They are irresponsible and offer poor
> service to customers.
>
> "History:
>
> Original drive , 07N3311 DPTA-372050, returned 11/05/02.
> Customer (Tran Europe) receives replacement drive , 31L9056
> DPTA-372050, drive issued 11/06/2002"
>
> On the other hand, that case was shown IBM has not quality assurance
> for outgoing products.
>
> Hence, I gave up to contact Tran Europe Computer again and did not
> purchase any product from them again. I also did not purchase IBM
> product again because they have not quality assurance for outgoing
> products. I shared my poor experience for all peoples and hope this
> experience be useful for you to select products.
>
> Case was not settle yet. I also found poor poor quality product and
> service of IBM Singapore and US be offer to customers. I will share to
> everyone tomorrow.
>
> Thank you for your kind attention.
>
> Stupid and Global foolish man ( This is my feeling after I got the
> service from them)
>
>
>