Well stated Mike... we are hoping to hold on until they can restore their
status of providing the support that they used to. The really bad part is
how they subbed it out like that mid-contract... it really is night and day
compared to the support we used to get..
"Crump, Mike"
<Mike.Crump@saint
-gobain.com> To
Sent by: "Midrange Systems Technical
midrange-l-bounce Discussion"
s@xxxxxxxxxxxx <midrange-l@xxxxxxxxxxxx>
cc
02/14/2008 10:30 Subject
AM RE: IBM Printing Service (Qualserv,
Qualex, etc.)
Please respond to
Midrange Systems
Technical
Discussion
<midrange-l@midra
nge.com>
I would concur with your thoughts. We have devices spread out over the
US so our results are somewhat dependent upon what the location is.
Here in Indiana we are pretty good - of course it helps having a former
CE on staff. Some of our remotes are dicey: some technicians seem to
be simple parts changers, support seems to want our people to do the
technicians work, and we regularly have a guy show up to confirm that
the error message we supplied them does indicate that this part should
be replaced but they did not show up with one and the swap out gets
delayed.....
For what we do the TCOP and functional capabilities of these printers
make it the best choice for us. Service used to be a differential to
most other companies. That is no longer the case.
However, we have been in continued contact with the Infoprint people and
I think there is some light at the end of the tunnel. They seem to be
taking the point of qualified internal support people as important. The
truth remains to be seen but we are somewhat optimistic.
Michael Crump
Manager, Computing Services
Saint-Gobain Containers, Inc.
1509 S. Macedonia Ave.
Muncie, IN 47302
765.741.7696
765.741.7012 f
Compromise
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-----Original Message-----
From: midrange-l-bounces@xxxxxxxxxxxx
[mailto:midrange-l-bounces@xxxxxxxxxxxx] On Behalf Of
ChadB@xxxxxxxxxxxxxxxxxxxx
Sent: Thursday, February 14, 2008 9:22 AM
To: midrange-l@xxxxxxxxxxxx
Subject: IBM Printing Service (Qualserv, Qualex, etc.)
Just wondering if anyone else on the list has seen a change in the
level/quality of service they receive on their IBM printers. Since IBM
has
subbed the calls out to Qualserv, we saw an initial decline in quality,
then it was 'ok' for a while (but honestly I think we just had a period
of
less problems and simpler problems), and now it has gotten pretty bad
again. At this point, it may jeopardize future purchases of not only
IBM
service, but IBM printers (and we've always been pretty True Blue on
that).
We're trying to work through the IBM ranks and service
escalation/complaint
processes on this (as well as through our BP), but i'm curious what
others
have run in to...
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