Arnaud’s Open blog

Opinions on open source and standards

Rave: IBM support

I don’t usually talk much about what IBM does but today I’m going to.

People I work with know that I’m usually pretty vocal about what I think the company doesn’t do well but if there is one thing that IBM does really well in my experience is support.

I’ve been at IBM for close to 9 years now and this has been true all along. Whenever some piece of material breaks down it gets fixed extremely quickly and painlessly.

I just had a couple of such experiences. Last week a disk on one of my computers started to fail. I called support in the afternoon and the very next morning a new disk was delivered to my door. I work from home.

Most defective items have to be returned. But IBM support makes that really easy. With the new item comes a label to ship the defective part back. All you have to do is place the old part in the package, stick the label on top of the old one, and order the pick up either by phone or over the web. In some cases, the box even contains a piece of tape for you to use. Can’t be easier.

Last Friday my son managed to pour a glass of water over my keyboard. I called support and this Monday morning I received a new keyboard.

In cases when the whole computer has to be sent, you first receive a shipping box – overnight – to send it in. Typically two days later you get it back repaired. The turnover can’t be better.

I should point out that this is no special services for employees. This is the exact same service anybody gets.

Anyway, I can’t say I have much experience with many other companies when it comes to support but I have never seen anything getting close to what IBM does in this regard.

I’ve actually realized that I like that so much that it’s often something I bring up when people ask me what it’s like to work at IBM.

So, it’s only fair that I should give the company credit for that. 🙂

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September 15, 2008 - Posted by | ibm | ,

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