I have an interesting problem, and was wondering how others feel about this.
I'm
going to install a OS/400 server soon. The customer ordered a system upgrade
with
ADSM about 6 months ago. The system installation time on AS/400 systems can be
from a few days to years (I know of one installation where the box has been
sitting
in a crate for over a year). Anyway, our AS/400 specialist went over to install
the software and found the customer had recieved ADSM V1.X on the CD.
We didn't think this was a problem to fix and called it in... After several
days,
Supportnet and IBM were still fighting over what should be done, and the
customer
is starting to get upset because they have a tight schedule in which we are in
between two other projects on the same machine. So, we call in and try to get
some
movement. IBM is claiming that they don't have to do anything because we didn't
inform them within 60 days of the system shipping out that they screwed up the
software.
We have several ex-IBMers in our company and they hadn't heard of anything like
this from IBM before.... I can't find a 60 day warantee statement on any of the
paperwork we got, not even on the original IBM configs. And, I called the
regional
ADSM sales manager, who is really a nice guy and usually very helpfull, and his
exact words were "What?!". Unfortunately, he said he can't get any copies of
the
AS/400 ADSM code.
Finally, IBM agreed to send a refresh CD for free... When we asked if we could
get
that expidited because the customer was getting upset, and it was IBM's
mistake, we
were informed that it would cost us $1,000. According to the people I talked
to,
IBM doesn't have the AS/400 CD's made up, they would have had to stop production
for a whole line of CD burners and custom burn a CD for us. Does anyone know if
that's true? Do they custom burn a CD every time I order the software?
I find two things about all this difficult to swallow... One, that the company
known for customer service, only gives you 60 days to install and verify that
all
your software is correct on systems that size. And secondly, that they don't
have
ANY AS/400 software CD's burned ahead of time. Are they selling so few copies
that
they can't keep a hundred copies in a warehouse?
Thanks.
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