Re: I've fallen into the black hole of entitlement and I can't get up!

Joe Pluta wrote:

I would have thought the hard part was getting the system fixed, but no, the
hard part is getting that 12-digit "Unique Serial Number". IBM entitlement
says I'm not entitled, even though Software Delivery and Fulfillment sent me
my software (including 5733UX1, SW MAINT 1-YEAR RENEWABLE).

The entitlement guy said I have no software subscription, and that "just
because IBM sent the software to you doesn't mean you're entitled to it."
Right about then I responded in a less than cordial way and he put me on
infinite hold.

After 15 minutes I started contacting other people and nobody can seem to
find the SWMA, so I have to go back to where I originally ordered V5R4 for
this machine (and authorized the $600 for my SWMA). But I'll tell you what,
the folks at entitlement (if the one I talked to is any measure) are a
surly, surly bunch.

Bwa-ha-ha-ha-ha!

You're just getting a glimpse of the starting line for the journey you're about to take. Expect any number of phone calls to/from any number of people.

As an ISV/BP or however you're designated, you probably will have it better than some of the rest of us. Try dealing with them as a simple individual who wants to own an AS/400 (or successor system.)

When everything magically ends up with correct contracts, correct entitlements, correct feature codes, etc., all goes well. But pity the poor individual who somehow gets a detail that's inappropriate or just plain wrong.

Tom Liotta

p.s. If _anything_ goes awry for even a short period, don't hesitate to use the "send complaint to Sam Palmisano's office" web page! It won't necessarily get things fixed, but you sure get a lot more people working the problem.