I have worked for IBM for over 35 years, and over that period of time I have had the "opportunity" to seek (and provide) assistance from time to time. I know how important it is to know when someone is doing a great job. Today I want to let you know that one of your staff helped me through a most difficult situation that would have sent many (including myself) to an asylum had I not been able to solve the problem.

I received a new IBM ThinkPad with Windows 2000 on it about two weeks ago. Ever since I received it, I have been unable to print across my Ethernet to my Xerox Phaser 850DP printer. I had been using this printer successfully for many months with my previous Windows 95 workstation, so I assumed that the problem was in the Windows 2000 software and/or the Win2000 printer drivers on my new workstation.

Our IBM Help Desk, try as they may, could not solve the problem (unfortunately the Xerox printer is not supported on our "official" software and hardware platform). The help desk person and I both were showing signs of obvious frustration, and I was beginning to feel like a solution was not to be found, but I decided to try one more call for assistance. I called the Xerox Customer Support Center and was pleasantly surprised almost right away. The first level support person displayed a very competent and pleasant demeanor that was much appreciated.... and after trying everything he knew (for nearly an hour), he forwarded me directly to the Escalated Software Support (ESS) Center. In neither case was I put on hold for more than just a few seconds.

Your Product Support Specialist is the person who assisted me, and he was even more pleasant, patient and helpful than first level support. Together, we spent almost two hours trying various settings, configurations and re-starts before success was finally achieved. It required a non-traditional and creative approach to get the printer working properly, but it was certainly worth the effort.

This was one problem that could have easily caused tempers and attitudes to flair. All the while, your Product Support Specialist would take a moment now and then to remind me that the problem was not caused by anything that I had done..... which was appreciated very much. After such a long time working on this problem, your Product Support Specialist was just as pleasant and patient as when we began. This is a trait that is rare and commendable to say the least. There is no doubt in my mind that the world would be a better place if everyone had his kind of attitude.

I want to personally let you know how much I appreciated your Product Support Specialist's availability, his expertise, and most of all his attitude. If I ever need assistance again, I certainly hope that I am lucky enough to have him answer the phone!