slh@gibdo.engr.washington.edu (05/11/91)
In article <1991May9.160203.3669@cbnewse.att.com> rtb89@cbnewse.att.com (roy.t.bradstrum) writes: | |Think twice about buying OS/2 or any Software product from IBM. | |Here is my personal experience in dealing with IBM, their |software update program and their customer complaint department. | [stuff] Well it looks like you had some problems, but: who was your original dealer (1.1) that you didn't get the upgrade through was the cost of update to 1.2 because you were late in applying? you did get 1.21 w/o even asking the problem with w/1.3 is your dealer's and/or your fault, not IBM's if you believe your dealer screwed-up you should be on their case although certainly you should (as you did) contact IBM, to try to get the update and let them know what screw-up's your ComputerLand is. IBM has been giving free updates to both the os and sdk since 1.1 (and will probably include 2.0), I think that's pretty damn good.
edso@watson.ibm.com (Edward C. So) (05/14/91)
In article <1991May9.160203.3669@cbnewse.att.com> rtb89@cbnewse.att.com (roy.t.bradstrum) writes: > > Think twice about buying OS/2 or any Software product from IBM. > > Here is my personal experience in dealing with IBM, their > software update program and their customer complaint department. > > I originally purchased IBM OS/2 1.1. About 13 months ago I pursued > getting an upgrade to version 1.2. I contacted IBM and they > told me to just go through a local dealer. > Every IBM retailer I went to had another story, no information, > or wasn't able or willing to do the upgrade. I went to Computerland > and they were willing to do the upgrade for $125. I figured it would be > worth it as long as I then had a clear upgrade path to future > releases. I felt even more assured that I was finally a registered > user when I received, unsolicited, a bright shiny new version > of OS/2 1.2.1 from IBM themselves via UPS. I was currently doing > some research in some old PC WEEK newspapers when I noticed that > there was a version 1.3 available as a free upgrade. I went to the > original Computerland that updated my version 1.1 and got a form > that was supposed to upgrade, for free, my version of OS/2. > I got the wrong form (it was for extended edition ) and the > dealer did not sign it (required for the free upgrade ). I went > to a more local Computerland and got the right form. This was on > April 22. I mailed the form to IBM and I got a letter stating that the > offer had expired on March 31. Keep in mind that although I am > a registered OS/2 owner that I go no notification from either > IBM or Computerland concerning a free (or any) upgrade. > > I figured I could talk to IBM and get some special dispensation > on being only 22 days late with the request. This is where the fun > really began. I called the 800 service number on Thursday, May > 2 and repeated my story as related here. The man at IBM filed > a customer complaint and assured that in cases like this > I would receive a response in 48 hours. I gave him both my > home and work phone numbers (answering machines are available > on both numbers). I waited until Monday, May 5 with no response > and I called them back. I was indeed in the data base and it was > also noted that no one had responded to me as yet. I was assured > that they would put some double secret tag on the file and that > I would be contacted in 24 hours. It is now May 9 and I have > still not heard from IBM. I called the number back and asked to talk > to the man (I have his name) I originally talked to a week ago. > He was busy but he would call me back right away (REAL SOON NOW). > Two hours later no response. > > If you would like to be kept in the dark and fed bovine > scatology I would suggest that you either work in a mushroom > farm or purchase IBM OS/2. > > Todd Bradstrum A rumor in IBM has it that IBM will fed-express a copy of OS/2 1.3 what's due him. -- DISCLAIMER: I don't care if my personal opinion expressed here agrees with or contradicts the official position of my employer. Edward C. So edso@watson.ibm.com (Internet) Computing Systems, IBM T.J. Watson Research Center
dave@kharma (05/22/91)
donc@microsoft.UUCP (Don CORBITT) writes: > > This (my) posting is of course quite selfish. I have a limited time > each day to read mail, so I try to be selective. Since I work on > Windows, I read comp.windows.ms to see what kinds of problems people > have, and their suggested improvements for the product. (And no, I wish you did. It would beat waiting in the two hour queue to get help from your bosses. <nudge,nudge> > > I am not interested in IBMs alleged poor customer support. If I _did_ > want that kind of information, I would read one of the OS/2 groups. That or try to read the "new" dox for an AS/400 multiplexer... |) > Note that this isn't a flame, just a gentle reminder. If I wanted to > flame, I'd use lots of obsc*ne words with 1 l*tter removed, to prove > that I'm lit*rate. :-) Me too! Nice to know there are humans at Microsoft. I was beginning to wonder... note the smiley... :-) - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - isc-br!tau-ceti!dogear!kharma!dave [dave@kharma] Dave Laird, SysOp: kharma The Computer Concern, Springdale, WA 258-7109 or 1-800-786-7109 kharma: 509-233-8474 (Local from Spokane Area) 24hrs 1200-14400 (HST)