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

Re: IBM Hardware service rant



Brian
this should be manageable situation. A couple of key items to follow are: 
1. renew early
2. your BP can give you a paper with sufficient information ( I think you might already have it, on site, within your company) on it to at least kill the matter before you have to pullout the credit card:
3. It appears IBM has more then one data base for maintenance and there is latency between the time your Maintenance order is processed into the IBM order system and this same coverage information flow getting to the IBM Service system.
The last item is too many customer numbers and service contracts/Agreements- and linking. 
This to can be over come  with a plan to manage maintenance.


> 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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