Our complaints handling process aims to have all complaints acknowledged within 24 hours and resolved quickly. We monitor and seek to improve our performance against this goal at internal reviews by the extended Leadership Team.
What happens when you make a complaint?
If you are not happy with some part of IBM's service to you, you should first discuss this issue with your IBM representative. If he/she is unable to resolve your complaint, it will be assigned to a dedicated team including a 'resolution owner' This person will be your contact regarding the complaint until it is resolved.
Within 24 hours of making a complaint, you will be contacted by the resolution owner to establish criteria under which you will consider the issue resolved and a timeframe for implementing a 'fix'. The team is then responsible for delivering the fix and will stay with the issue until we reach a solution.
After there is a 'fix' for the problem, we can either close the situation or put it in 'monitor' status depending on the issue. We would monitor a fix to be sure that it both resolved the problem and had not created any new ones. If you do not know the name of your IBM representative, then please call 13-24-26 and ask for Client Care.
Post Complaint Satisfaction Survey
IBM surveys a large sample of clients who have made a complaint to assess satisfaction with how their complaint was handled. We use feedback from this survey to continually improve our complaints handling process.
IBM puts the full weight of our international expertise towards resolving critical situations. Depending on the nature of your complaint, your resolution team may include global resources, enabling us to work on the issue 24/7 and bringing you some of the best technical experts in the world.