RE: SWMA question

["Paul Nelson" <nelsonp@xxxxxxxxxxxxx>]

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