Re: SWMA question

[Pete Helgren <pete@xxxxxxxxxx>]

Its the "Smarter Planet" that IBM  has been talking about... ;-)

They have built no incentive into the process to follow up on a 
non-response because they financially benefit (that is actually a pretty 
smart way to generate income....I wonder if Watson came up with it...) 
.  It's no better if you are a BP of IBM and *your* SWMA expires.  Up 
until last year IBM didn't even *send* a notice that your SWMA was up 
for renewal if you are a BP.  It was the BP's responsibility to notify 
*itself* that it's SWMA was expiring.  *EVERY* software vendor I deal 
with (except IBM) sends out renewals 90, 60, or 30 days before 
expiration.  Every hardware vendor I deal with sends out notices of 
expiration on warranty coverage (except IBM).  When I don't respond, I 
get dunning phone calls because they want their money.

In your case, Paul, if the primary contact has left the company, IBM 
should cut the customer some slack. I LOVE IBM support.  SWMA renewal 
bites.....

Pete Helgren
Value Added Software, Inc
www.petesworkshop.com
GIAC Secure Software Programmer-Java

On 7/2/2012 4:25 PM, Paul Nelson wrote:
> <<IBM can't win on this one so they just sit it out.>>
>
> I get that, and the customer suffers, especially if the BP sends a renewal
> notice electronically, and doesn't bother to follow up with either a paper
> copy or a phone call.
>
> Sigh.
>
> Paul Nelson
> Cell 708-670-6978
> Office 512-392-2577
> nelsonp@xxxxxxxxxxxxx