<<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.....>>
This is exactly why I want to advocate for the customer with whomever at IBM
can "spank" the BP for negligence.
Failing that, I will recommend to the customer that they "divorce" the BP
and make their own contract with IBM.
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 Pete Helgren
Sent: Monday, July 02, 2012 7:01 PM
To: Midrange Systems Technical Discussion
Subject: Re: SWMA question
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
midrange.com
