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Robert Dewar wrote: >one problem with this kind of internet interaction is that it can give >a false impression of service in general. One "drunk pissed-off" >[his words! ???] annoyed customer can generate an impression of general >bad service which may not be justified. Generally people who *have* had >good service will not write to say so. OK then, for the record, my experiences with the IBM service organization in Frankfurt Germany have been *first rate*. Friendly, professional, fast, thorough. A small bonus, after two visits to the repair shop the receptionist even knows me by name and flirts shamelessly ;-) I suspect that one's experiences with a particular service outfit have little to do with corporate policy (or lack thereof) and more to do with the quality of the *individuals* on the scene. Generalizing to a whole regional organization (IBM Europe!) based on one shop's competence or lack thereof is wildly misguided. Furthermore: Like all relationships, what you get out has a lot to do with what you put in. In my experience, treating the working stiffs with courtesy, respect and good humour goes a long way towards earning top-notch customer service. All else being equal, blustering in pissed-off and red-faced seeking blood and justice is probably gonna get your work order to the bottom of the pile in a big hurry. I guess in a utopian world of detached corporate "professionalism" this wouldn't matter, but we are after all dealing here with human beings in all their glorious imperfection. [soap_box_mode OFF] Tim Vetter Frankfurt uwe@odb.rhein-main.de |------------------------------------| | Have you hugged your techs today?" | |------------------------------------|