RE: Service and Support - Part II

["Joe Pluta" <joepluta@xxxxxxxxxxxxxxxxx>]

> From: Steve Richter
>
> Going to iseries nation on this is, IMO, an overuse of that channel. I
> sympathize with your situation, but it sounds like you have been running
> your business on a computer system that does not have hardware support.
> Many companies do this. Esp since the hardware maint is so expensive. But
> they are fully aware of the risk. If everyone complained after
> the fact, re:
> cost of hardware repair, ibm would likely shut down or stop responding to
> the iSeries nation channel.

Steve, I have been under the assumption that as long as IBM is taking money
out of my account every week, that I've been under maintenance.  How was I
to know the difference?  Nobody told me the warranty would expire, although
in hindsight I understand the concept.

The problem is that somebody should have let me know.  I guarantee that if
me lease expired, IBM would send me a letter saying they wanted their
machine back.  But they haven't sent me a letter saying they want
maintenance.  So now that the machine has failed, I am going to be saddled
with a very large bill for a piece of equipment that shouldn't fail anyway.

I've been UNAWARE that I had no hardware support.  I am leasing a machine,
and I assumed that I had support.  I have received no notice from IBM saying
that I didn't have support.  I don't know who to talk to about seeing
whether I have support, or how to get support.  I have a leased machine that
has failed, and I need to get it fixed.  Is it my responsibility to pay the
full price of the fix?

Going to iSeries Nation is in direct response to the fact that I don't know
who to go to.  Since I don't have a BP, and since IBM takes the money
directly out of my account, who do you suggest I call?

Joe