• Subject: RE: AS/400 OLE DB support (project ligthning)
  • From: Danny.Jahr@xxxxxxxxxx
  • Date: Mon, 22 Mar 1999 17:04:41 -0600



To be fair, IBM support does not charge if the issue turns out to be a
software defect.

I believe that they wish to make the "How do I......?" questions billable
time.  On the issue of documentation, I can recall a time in the distant
past when IBM wasn't on the web and the only docs to be found were in the
corner cabinet.  We have come a little distance.




Bob Crothers <bob@cstoneindy.com> on 03/22/99 01:08:58 PM

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          <MIDRANGE-L@midrange.com>                           
                                                              
 cc:      (bcc: Danny Jahr/Lawson)                            
                                                              
                                                              
                                                              
 Subject: RE: AS/400 OLE DB support (project ligthning)       
                                                              








Denis said:

>>>
BTW I called IBM for support on this, and i was told that this is not
coverd by software maintenance and that i would get billed for any
helpthat i would received!
<<<

That is a Cool trick!  You provide buggy software with little
documentation to your customers, then when they call about the bugs,
tell them you will have to charge them to help you find your bugs!

Support dollars go up.  And since you only have to provide buggy
software, your development expenses go down!

Remember when IBM stood for "INCREDIBLE CUSTOMER SERVICE"?  They used
to be the BEST.  Bar none.

Oh well.  Sure makes it easy to compete with them.  Good for the ISV's
(like me).  Bad for the customer.

Bob


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