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copied from the Bluetooth thread, but here for completeness.
Well the latest call is disappointing. "Gerry" called today. The update was not as informative as one could hope, but it appears that I as the customer cannot get close enough to the actual debug people to matter, and neither can Gerry.
He has to go thru his supervisor, to go to a "research team", and the word back thru them is less than clear (and who knows if language is an issue)... the story varied by exactly how much I pushed for clarity. It seems they acknowledge that there is an issue with the IBM Thinkpad T42, but at first the blame seemed to fall on IBM, with no intent on Dell's part to do anything, then when pressed, it was insisted that with time Dell fixes all things :) so of course this would work... eventually (for sufficiently large quantities of eventually :) )...
I'm ok with the idea that this is a problem that might take time to fix (as an embedded designer I'm well aware of that principle), but I'm feeling very uncertain from my call as to whether Dell considers it an issue for them to fix and will actively work on it, or if it wil lbe written off as a problem that the incompatible manufactures (Apple. IBM, Compaq and LOL even Dell) have to fix (see list of systems with reported problems previous in the thread)
He of course then launched into his "what score will you give me" bit.... this part just begins to be rediculous... I believe this guy is trying his best, and where I can I will give _him_ a good score, but overall the tech support system seems fatally flawed to actually effecting a fix (I mean isn't that why its there???), so any part of the survey which seems to be Dell the Company is gonna get some rock bottom scores.
I guess its time to investigate return options, there seems to be a 21 day limit or some such.
If the lines of communication were just clear enough that I could get a commitment that this will be fixed, I'd happily wait, but so far the net effect of the support has been a large group hug that we're all wonderful people and care about the problem, but nothing about actually fixing it :) Gotta love the effect of metrics on tech support. It totally kills the real goal.
Mike
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