RE: IBM, Is this a ripoff or what? -- MIDRANGE-L

It probably has to do with the contract.  I've never had to pay for a call
regardless of the origin of the problem.  I've always worked with companies
that have that level of support.  And, if I were to get to a billable area
(after hours or a lpp that requires its own rider), I'm told of that before
I actually run up a bill.

Phil


-----Original Message-----
From: owner-midrange-l@midrange.com [mailto:owner-midrange-l@midrange.com]On
Behalf Of Stone, Brad V (TC)
Sent: Friday, June 29, 2001 10:14 AM
To: 'MIDRANGE-L@midrange.com'
Subject: RE: IBM, Is this a ripoff or what?


I always heard and assumed that they do bill for every call.  But, if that
call turns out to be a software bug resulting in a PTF, the cost of that
call is refunded.  Of course, this is only if you dispute it.

This is VERY odd.  Maybe you're just not dealing with the right people at
IBM?  Keep asking for superiors until you get it resolved.  And don't do
something like this via Email.  Then you never know who you're dealing with,
the janitor or the CEO.

Brad
-----Original Message-----
From: Weatherly, Howard [mailto:hweatherly@dlis.dla.mil]
Sent: Friday, June 29, 2001 8:41 AM
To: 'MIDRANGE-L@midrange.com'
Subject: RE: IBM, Is this a ripoff or what?


Ok I am confused, If they have support line service (and I presume a
contract) have they not already paid when they pay the support line
contract? Why are they being charging on a per call basis? Is the contract
set up that way perhaps?
-----Original Message-----
From: Pete Hall [mailto:pbhall@execpc.com]
Sent: Thursday, June 28, 2001 20:41
To: MIDRANGE-L@midrange.com
Subject: IBM, Is this a ripoff or what?


A friend of mine forwarded this conversation he had about a disputed
invoice for support line. He called after a diligent search of APARS and
cover letters had turned up nothing, because the problem hadn't been
reported yet. This is what he wrote:
To:   Ana-Lee Moreira/Quebec/IBM@IBMCA
Subject:  Dispute on invoice R595266 - response
IBM's response to our dispute on invoice R595266 is that "all defect calls
are billable". This is frankly ridiculous. xxxx, Inc. paid
good money to purchase the Software Subscription to get OS/400 upgrades and
IBM is now providing the operating system as buyer-beware, use at your own
risk, as-is? It is not xxxx's defect, it is IBM's. I reported
the defect, the defect was corrected and now IBM is looking to recoup money
to fix your own defect. xxxx, Inc. was not looking for an
enhancement or a change in the operation of an existing program - we just
wanted the programs to operate in the manner they were intended to.
And IBM's official response:
 >>> "Ana-Lee Moreira/Quebec/IBM" <moreira@ca.ibm.com> 06/28 2:02 PM >>>
Mr. xxxx,
I disputed the invoice to the Support team and they  will not credit this
invoice because voice support is billable no matter what the reason or the
outcome of the call is.  Please see below :
Support Line is a Voice fee-based service.  That means that if you
call us, you will be billed regardless if your question is usage or
defect  .   We bill for time on the phone,time to research, and time
to prepare the response.   If you have a defect and don't want to use
your Support Line contract then you can use Program Services which is
a Free service that is included with the operating system.   You may also
try to find an answer to your question using our technical website.
<instructions for using the web site deleted>
Ray Thom      iSeries 400 Support Center Business Operations
ph 507-286-6052  (T/L 456-6052)
Please call us back as soon as you have a payment update.
Regards,
ANA-LEE MOREIRA
Accounts receivables - Resolver  for IBM Global Services
Tel. U.S.A. : 1-888-245-5572 ext.  5759
Fax : 1-888-339-5959
Tel. CND. 514-350-5859
Tie Line : 210-5759
E-mail : MOREIRA @CA.IBM.COM
Pete Hall
pbhall@execpc.com
http://www.execpc.com/~pbhall/
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