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  1.  Home
  2. MIDRANGE-L
  3. May 2006

Re: IBM Hardware service rant

I have never had problems with the field techs, or level 2 phone support (a truly knowledgeable person), but I have had problems with the initial people (that I have to spell p-t-f to, then explain to them what it is, then explain again what it is.....). I would suggest anyone getting a new machine, or new maint contract place a call and verify all is set up correctly when you first get the contract. Several customers, over the years, have been thrown into the abyss between Business Partners and IBM. I insist on proofing the order for support, ever since one BP assumed on their own to only order 9-5 support. 
Jim Franz
----- Original Message ----- From: "Chris Bipes" <chris.bipes@xxxxxxxxxxxxxxx> 
To: "Midrange Systems Technical Discussion" <midrange-l@xxxxxxxxxxxx>
Sent: Saturday, May 20, 2006 11:49 PM
Subject: RE: IBM Hardware service rant
Personally I have deal with IBM Maintenance since 1988. I have never had the problems you are speaking of. I have transferred maintenance from one machine to another and still have never had an issue. Who are you purchasing you maintenance through? We use a local IBM Business Partner. Try changing how you purchase your maintenance contracts. 

Christopher Bipes
Information Services Director
CrossCheck, Inc.





From: Dolinar, Brian
Sent: Sat 5/20/2006 3:05 AM
To: midrange-l@xxxxxxxxxxxx
Subject: IBM Hardware service rant


Ok, I am really getting sick of placing a hardware service call with IBM
and gotten the "I'm sorry sir, but your account is listed as Cash &
Carry and the business office that deals with that is closed and will
not reopen until Monday"

And since nearly every one of those calls (we are talking Ivory soap
percentages here) ends up being a typo/mix-up/administrative error,
usually on the part of a serial number, I just have a big "What
the....?"

IBM can hire people to work 24x7 to take my hardware service call, have
technicians standing by all over the globe 24x7, but can't have anyone
even remotely available to deal with this very basic and non-technical
issue.

Is it just me having an extraordinary run of bad luck (like 13 years
worth), or does this happen to everyone?
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