I have often seen the people of the Rochester organization make
extraordinary effort to satisfy customers that goes above and beyond what
I've experienced with other vendors. If IBM could get the same kind of
attitude in its Accounts Receivable/Billing department when it comes to
resolving billing errors it would go a long way toward me saying I'm
extremely satisfied with IBM as an organization (other than with those in
the senior management ranks who make the bogus marketing decisions).

Randy Mangham
Pacific Crest Consulting
San Diego CA

>My thanks to those of you who contacted me with suggestions.  As I
>mentioned earlier, two US IBMers contacted me regarding this problem.
>
>Marijeanne Swift (Technical Resolution Manager, ESG Quality and AS/400,
>iSeries Customer Satisfaction) and Bob Worlton have been solving this
>problem for me.
>
>Marijeanne has informed me that they are creating the missing CD (and
>providing PASE too!) and I should receive them shortly.  I am a very happy
>camper!  These IBMers have certainly done more than I expected and have
>shown that Customer Satisfaction is not just a buzz-phrase.  I greatly
>appreciate their efforts.
>
>Regards,
>Simon Coulter.



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