My Seemage moment

So, there's always the abstract argument — and I've been learning a lot making that argument here — for product information everyware.

Then, there's the reality of knowing how PIE could make a difference for customers and companies.  I was struck by that last week…here's the story:

I have a ThinkPad which I love because these products aren't just assemblies of commodity components. They have been heavily engineered (at least the IBM-developed model I use was). And there's a long tradition of excellent product support in IBM hardware products, coming from the mainframe days. In fact, one of the unseen advantages of pre-Lenovo ThinkPads was that IBM's service approach to them was largely the same approach it took towards its high-end equipment.

I needed a new CD-ROM/DVD drive. 10 minutes on the phone, the part was ordered and arrived first thing the next day. 

Uh oh…wrong fit. The CD-ROM they shipped was exactly the same form factor as the dead one, just 1/8 of an inch too thick (it was for the 15" display model; I use the 14" display model). To IBM's credit (they still service Lenovo products), the next day I had the right part.

But this cost them time and money and inconvenienced me. 

It's no surprise this happened. I seriously doubt the service people I spoke with had access to the 3D model. If all they had access to was this parts list, is it any wonder I couldn't get the right part shipped on the first try?

Multiply this experience by thousands of times a day by thousands of companies, and you can see there are a lot of Seemage moments happening worldwide.

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