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**THIS** is why we have tiered pricing. To fund the bureacracy. Talk about out of touch with the customer! Phil > -----Original Message----- > From: midrange-l-admin@midrange.com > [mailto:midrange-l-admin@midrange.com]On Behalf Of Jeff Crosby > Sent: Tuesday, October 30, 2001 2:57 PM > To: Midrange Mailing List > Subject: Just a simple service call . . . > > > I'm always bragging how few times I've had to place a service call on > the AS/400. If today's experience is any indication, I'm glad, or I > would be looking for a rope. > > Here's what's happened (so far): > > 1) Placed a service call on our 3570 tape drive. After months of > operation (about a year), the 'picker' doesn't want to work well and > needs PMed, per our IBM CE. (Attn Rob Berendt: It's Mike W.) That time > has come, so I place the call. > > 2) IBM doesn't show it under service. In fact, they show the S/N I > report, xxxx8 installed at another company I have never heard of. I > insist it's here and have in fact placed a service call about a year > ago, under warranty, to do this exact thing I want done again. IBM says > someone else will get back to me. > > 3) Yolanda Cirilo of IBM calls. She says this tape drive is installed > at another company that cancelled service on it in late 1999. I tell > her that makes a lot of sense since I bought it used at that time. <g> > She says it's still installed at this other company, per IBM records. I > inform her I have a 3-page document on IBM letterhead signed by IBM > employee Sean Williams and dated October 20, 1999 that says this exact > 3570 model B02 tape drive S/N xxxx8 is move to customer 2501412, which > is my company. It also says full maintenance will begin when the > warranty expires. > > 4) We have received no maintenance invoices because when we got our 270 > box last January, we rolled everything (specifically including this tape > drive) into that financing so we get 1 bill per month. This all seemed > good. I didn't expect any separate invoices for maintenance. > > 5) Yolanda wanted a business partner contact (the business partner is > Sirius). Turns out that Sirius is somehow partnered with a company > called Avnet, which sent the information to IBM. Avnet screwed up and > told IBM it was S/N xxxx7 instead of xxxx8, so IBM cannot come and work > on xxxx8 without billing for it. > > 6) Yolanda informs me she _can_ dispatch service on S/N xxxx7 since IBM > thinks that's installed here, but if the CE arrives and and the tape > drive is not xxxx7, it is billable because we are criminals and can't be > trusted. <g> She give me the contact at Avnet, Adela Lopez, who is the > one who can straighten this out. > > 7) Immediately call Adela and she has gone home for the day (it's only 2 > pm EST . . .). Left a VM for another employee who has yet to call me > back. > > All told, I've spent 2-3 hours today just trying to get IBM service. I > haven't had this much fun since the shee . . . oh, never mind. > > -- > -Jeff > > New email address: jlcrosby@dilgardfoods.com > > The opinions expressed are my own and not necessarily > the opinion of my company. Unless I say so. > > _______________________________________________ > This is the Midrange Systems Technical Discussion (MIDRANGE-L) > mailing list > To post a message email: MIDRANGE-L@midrange.com > To subscribe, unsubscribe, or change list options, > visit: http://lists.midrange.com/cgi-bin/listinfo/midrange-l > or email: MIDRANGE-L-request@midrange.com > Before posting, please take a moment to review the archives > at http://archive.midrange.com/midrange-l. > _________________________________________________________ Do You Yahoo!? Get your free @yahoo.com address at http://mail.yahoo.com
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