RE: IBM, Is this a ripoff or what?

I know we get bills for all calls.  We have to physically call them and tell
them which calls should not be billable, and it's taken care of with little
fuss, if any.

Brad

> -----Original Message-----
> From: Phil [mailto:sublime78ska@yahoo.com]
> Sent: Friday, June 29, 2001 11:11 AM
> To: MIDRANGE-L@midrange.com
> Subject: RE: IBM, Is this a ripoff or what?
> 
> 
> It probably has to do with the contract.  I've never had to 
> pay for a call
> regardless of the origin of the problem.  I've always worked 
> with companies
> that have that level of support.  And, if I were to get to a 
> billable area
> (after hours or a lpp that requires its own rider), I'm told 
> of that before
> I actually run up a bill.
> 
> Phil
> 
> 
> -----Original Message-----
> From: owner-midrange-l@midrange.com 
> [mailto:owner-midrange-l@midrange.com]On
> Behalf Of Stone, Brad V (TC)
> Sent: Friday, June 29, 2001 10:14 AM
> To: 'MIDRANGE-L@midrange.com'
> Subject: RE: IBM, Is this a ripoff or what?
> 
> 
> I always heard and assumed that they do bill for every call.  
> But, if that
> call turns out to be a software bug resulting in a PTF, the 
> cost of that
> call is refunded.  Of course, this is only if you dispute it.
> 
> This is VERY odd.  Maybe you're just not dealing with the 
> right people at
> IBM?  Keep asking for superiors until you get it resolved.  
> And don't do
> something like this via Email.  Then you never know who 
> you're dealing with,
> the janitor or the CEO.
> 
> Brad
> -----Original Message-----
> From: Weatherly, Howard [mailto:hweatherly@dlis.dla.mil]
> Sent: Friday, June 29, 2001 8:41 AM
> To: 'MIDRANGE-L@midrange.com'
> Subject: RE: IBM, Is this a ripoff or what?
> 
> 
> Ok I am confused, If they have support line service (and I presume a
> contract) have they not already paid when they pay the support line
> contract? Why are they being charging on a per call basis? Is 
> the contract
> set up that way perhaps?
> -----Original Message-----
> From: Pete Hall [mailto:pbhall@execpc.com]
> Sent: Thursday, June 28, 2001 20:41
> To: MIDRANGE-L@midrange.com
> Subject: IBM, Is this a ripoff or what?
> 
> 
> A friend of mine forwarded this conversation he had about a disputed
> invoice for support line. He called after a diligent search 
> of APARS and
> cover letters had turned up nothing, because the problem hadn't been
> reported yet. This is what he wrote:
> To:   Ana-Lee Moreira/Quebec/IBM@IBMCA
> Subject:  Dispute on invoice R595266 - response
> IBM's response to our dispute on invoice R595266 is that "all 
> defect calls
> are billable". This is frankly ridiculous. xxxx, Inc. paid
> good money to purchase the Software Subscription to get 
> OS/400 upgrades and
> IBM is now providing the operating system as buyer-beware, 
> use at your own
> risk, as-is? It is not xxxx's defect, it is IBM's. I reported
> the defect, the defect was corrected and now IBM is looking 
> to recoup money
> to fix your own defect. xxxx, Inc. was not looking for an
> enhancement or a change in the operation of an existing 
> program - we just
> wanted the programs to operate in the manner they were intended to.
> And IBM's official response:
>  >>> "Ana-Lee Moreira/Quebec/IBM" <moreira@ca.ibm.com> 06/28 
> 2:02 PM >>>
> Mr. xxxx,
> I disputed the invoice to the Support team and they  will not 
> credit this
> invoice because voice support is billable no matter what the 
> reason or the
> outcome of the call is.  Please see below :
> Support Line is a Voice fee-based service.  That means that if you
> call us, you will be billed regardless if your question is usage or
> defect  .   We bill for time on the phone,time to research, and time
> to prepare the response.   If you have a defect and don't want to use
> your Support Line contract then you can use Program Services which is
> a Free service that is included with the operating system.   
> You may also
> try to find an answer to your question using our technical website.
> <instructions for using the web site deleted>
> Ray Thom      iSeries 400 Support Center Business Operations
> ph 507-286-6052  (T/L 456-6052)
> Please call us back as soon as you have a payment update.
> Regards,
> ANA-LEE MOREIRA
> Accounts receivables - Resolver  for IBM Global Services
> Tel. U.S.A. : 1-888-245-5572 ext.  5759
> Fax : 1-888-339-5959
> Tel. CND. 514-350-5859
> Tie Line : 210-5759
> E-mail : MOREIRA @CA.IBM.COM
> Pete Hall
> pbhall@execpc.com
> http://www.execpc.com/~pbhall/
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