RE: IBM Hardware service rant

I fully agree with Glenn. Usually these problems occur when:

- You've bought used equipment

- You've bought equipment through multiple business partners

- You've waited to the last minute to renew your maintenance.

- The Business Partner/Distributer/IBM dropped the ball on the paperwork

Some Business Partners offer a service to review and consolidate all your 
maintenance into one contract under one customer number. This usually works 
pretty well but be patient and checked the equipment list on the contract 
closely. I've personally seen cases where the correct information was submitted 
but was dropped when the contract was created by IBM. It has quite literally 
taken three or four passes to get the list or equipment correct. Also be 
patient. As Glenn said, there does not appear to be a connection between the 
order system and maintenance systems at IBM. Keep the paperwork and ask to 
speak to Entitlement and the Duty Manager if the call taker isn't being helpful.

Kendall Kinnear
System i5 Architect
Stonebridge

Direct Telephone Number: 972.419.7709
Or Toll Free:  800.776.9755 x7709
Cell Phone Number:  214-676-3146
Fax Number:  972.455.7260



-----Original Message-----
From: midrange-l-bounces@xxxxxxxxxxxx on behalf of Glenn Ericson
Sent: Sun 5/21/2006 8:06 AM
To: Midrange Systems Technical Discussion; Midrange Systems Technical Discussion
Subject: 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?
> > --