Since my laptop is at IBM now for repair for almost three weeks, and my “callback” on the ticket was not answered, I decided to open a new ticket.

The text I used in the ticket was:

please give me an eta when the repair of my laptop is finished. its now almost 20 days the laptop is “on site”. ibm ticket# is foobar

Guess what happened?

IBM called back. Even talked to my mailbox. Now comes the fun:

“Sorry, we could not verify the model number you entered on the ticket, would you please call us back on 1-800-foobar so we can complete this information”

HELLO? Dear IBM. If you had bothered to read my text, you could have checked out that ticket number I mentioned… Apart from probably having the model number, that ticket says: ON SITE. Yes. My laptop is at IBM. I cannot look at its backside to check out the model number AGAIN.

You just lost a couple of confidence points with me, IBM. I liked the quality of your laptops, and also liked that your service calls back usually on the same day. But three weeks for repairing my laptop is too long, and getting such smart calls definitely doesn’t help.