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This is exactly why I need to get to the right person at IBM. The
entitlement folks aren't high enough on the food chain.

Paul Nelson
Cell 708-670-6978
Office 512-392-2577
nelsonp@xxxxxxxxxxxxx

-----Original Message-----
From: midrange-l-bounces@xxxxxxxxxxxx
[mailto:midrange-l-bounces@xxxxxxxxxxxx] On Behalf Of Jerry Draper
Sent: Monday, July 02, 2012 4:57 PM
To: Midrange Systems Technical Discussion
Subject: Re: SWMA question

One of my customer had the same thing happen.

It was too bad. IBM wouldn't budge and the BP wasn't going to eat the
after-market fee even though it was their responsibility.

Normally BP's are on it but this is one area that seems to fall though
the cracks.

Jerry

On 7/2/2012 2:26 PM, Paul Nelson wrote:
List,

Do any of you know the person at IBM who deals with business partner
relationships? I have a customer whose hardware and software maintenance
agreements expired last winter.

I just learned about it when I tried to order their V7 upgrade. I tracked
down a clerk at the BP, who told me that she had emailed a renewal notice
a
month or so before the expiration date, but hadn't heard back from the
customer.

She told me the person to whom she had emailed the invoice, but got real
quiet when I told her that guy had been gone for almost a year prior to
her
email. She got even quieter when I asked if she had bothered with a
follow-up phone call.

She just sent me a copy of the quote for setting up an new agreement, and
the penalty is 116% of the agreement amount!

What's wrong with this picture?

Paul Nelson
Cell 708-670-6978
Office 512-392-2577
nelsonp@xxxxxxxxxxxxx




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