RE: Two good articles to read -- MIDRANGE-L

< IBM needs to do more personalized contact with actual marketing reps and SE's.>

Those days are long gone.
Haven't had a call from IBM rep or talked to an IBM SE since the 90's.

IBM reps and SE's, do they even exist anymore?

Paul

-----Original Message-----
From: MIDRANGE-L [mailto:midrange-l-bounces@xxxxxxxxxxxx] On Behalf Of Paul Nelson
Sent: Wednesday, February 01, 2017 9:49 AM
To: 'Midrange Systems Technical Discussion'
Subject: RE: Two good articles to read

<<Perhaps a little more follow up from IBM and/or their business partner about renewing would be better.>>

Given the dwindling install base, maybe IBM needs to do more personalized contact with actual marketing reps and SE's.

:-)

Paul Nelson
Cell 708-670-6978
Office 409-267-4027
nelsonp@xxxxxxxxxxxxx

-----Original Message-----
From: MIDRANGE-L [mailto:midrange-l-bounces@xxxxxxxxxxxx] On Behalf Of Rob Berendt
Sent: Wednesday, February 01, 2017 8:44 AM
To: Midrange Systems Technical Discussion
Subject: RE: Two good articles to read

<snip>
Part of the moral of the story, I guess, is that vendors should also be aware of how frequently their customers call for support, and factor that into any penalties they charge. In this case, there had been exactly zero calls to 1-800-IBM-SERV in the prior three years.
</snip>

I'm concerned that this just encourages those who are reluctant to call IBM on a ticket. In a way this is like being charged per call.

Perhaps a little more follow up from IBM and/or their business partner about renewing would be better. It could be because of IT turnover, etc.
Maybe a little follow up on why they don't call for support. As this may lead to not renewing. IBM would have to get past the fear that this may just cause some to drop maintenance out of "if we're not using it then why are we paying it?"

BTW, I saw three quotes on the printer for support for Microsoft Office 365. We're planning on upgrading from 2010. They range from ~$133k to ~$250k. Keep that in mind with the Windows is cheap mentality.

Rob Berendt
--
IBM Certified System Administrator - IBM i 6.1 Group Dekko Dept 1600 Mail to: 2505 Dekko Drive
Garrett, IN 46738
Ship to: Dock 108
6928N 400E
Kendallville, IN 46755
http://www.dekko.com

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