RE: Service and Support - Part II

["Joe Pluta" <joepluta@xxxxxxxxxxxxxxxxx>]

> From: Art Tostaine, Jr.
>
> What I meant to say instead of refused to fix it, was, refused to
> fix it under maintenance.
>
> I would not under any circumstances let the CE leave an invoice
> and then deal with it later.  That's a nightmare waiting to happen.

Well, we'll see how good IBM is about customer satisfaction now.  I have no
choice.  I have lost two disk drives in 12 months, and if I lose another,
I'm dead in the water.  My offsite machine doesn't have the horsepower for
full development, so I can't afford to be down.  The CE says he has to leave
an invoice, and I have no BP, so I don't really have anyone to talk to about
this.


> We were always able to purchase the lapsed months (is that 24 in
> your case?  12 months warranty, 3 year lease?), and then go on
> month to month payment.

I don't want to buy 24 months of warranty on a machine I'll only have for
another month or two.  That's the problem with this whole lease setup.  It's
kind of like the model 150 - a neat idea that just hasn't had all the rough
edges smoothed off.  I just hope that the program doesn't go the same way
the 150 did.


> All IBM policies need cleaning up, but I bet they sent the
> maintenance agreement notice to someone.  Could have been your email when
> you were in college, or a fax machine that you owned in 1988.

I don't know.  I gave the technician my current fax number.  I just never
got a fax from IBM.  The machine only just went off warranty, perhaps 30
days ago.

Joe