From: sasghw@pica.unx.sas.com (Greg Wust)
Subject: Re: IBM tries to weasle out of upgrade offer!
Originator: sasghw@pica.unx.sas.com
Date: Fri, 13 Nov 1992 16:06:17 GMT
Organization: SAS Institute Inc.


In article <1992Nov12.185312.21429@sbcs.sunysb.edu>, kskapin@csws3.ic.sunysb.edu (Keith T Skapinski) writes:
|>
|> My brother owns OS/2 1.x and finally decided to take advantage of IBM's
|> generous free upgrade offer after seeing OS/2 2.0 running on my machine.
|>
|> He phoned them in late August / early September to request the free upgrade.
|> They informed him that they would send him a form and that he should fill
|> it out, enclose his license agreement from his version, and he would get 2.0.
|> Finally, in the last week of September (the offer ended September 30,1992) he
|> received an envelope from IBM with a letter stating to fill out the enclosed
|> form and return it by Sept 30. However, there was no form in the envelope -
|> just the letter. (OK, accidents happen - someone screwed up at IBM.)
|>
|> He called IBM, explained the situation. The person he spoke with cheerfully
|> laughed and said they would send out a new form. My brother then suggested
|> that because of their (IBM's) oversight, there would be no way he would be
|> able to get the new form, and send it back by Sept 30, and asked if that
|> would be OK since IBM obviously made the error. The person he spoke with
|> wasn't very knowledgeable and said that she didn't know if they could do that.
|>
|> My brother decided to have IBM fax the form rather than take any chances.
|> Once he got access to a fax machine (later that day), IBM faxed the form.
|> He filled it out, and mailed it the next day. However, it got there past
|> Sept 30. Therefore, IBM said they would not give him the update. (They
|> sent a letter stating this which he just received the other day)
|>
|> My brother called IBM, explained the situation and was briely told too bad.
|> Upon persueing the issue, he was told that someone else would call back and
|> talk to him. No one did.
|>
|> Now my brother is filing a comlaint against IBM with the State Department
|> of Consumer Affairs.
|>
|> Anyway, I just thought I would share this horror story with you all and see
|> if I would get any responce from anyone else who was victimized by IBM.
|>
|> As for me however, I am an avid user of OS/2 2.0 without the CSD. I'm happy.
|> I love downloading at 14.4K, formatting disks, and playing games all at the
|> same time. But I do think what IBM did is very wrong and seems very
|> deliberate to me.
|>
|> - Keith (kskapin@ic.sunysb.edu)


Keith, don't trash a whole company for the mistakes of low-paid, poorly
trained operators.  IBM also did me one in "losing" my proof of purchase
card and form when I applied for the free upgrade.  They suggested I
submit it again where I replied that that would be impossible as only
one proof of purchase card is enclosed in each package.  The operator
told me I was out of luck.  I then called the local IBM sales office
and spoke to the local sales rep and detailed my woes.  They have 
authority to obtain free upgrades to any customer on signature (ie.
they sign the form saying they saw your program and confirm you are 
eligible in case of delayed forms, lost proof of purchase, etc.).
The rep not only signed and faxed a form for me (without the hassles of
coming to confirm I even owned the product I may add) but requested it
be expedited.  I received my upgrade in under a week.

Have your brother contact a local sales rep first and discuss the matter
with them.  I think you will see they are much more cooperative even
though the expiration date has passed.

Having dealt with IBM before which usually ended with the operator type
response, I must say that the sales rep was friendly, helpful, cooperative,
and has won my support and business.  IBM, take the hint.

(note: Views expressed are my own and do not necessarily reflect those
of anyone else)               

-- 
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Greg Wust                              SAS Institute Inc
Publications Programmer                SAS Campus Drive, Cary NC 27513
sasghw@unx.sas.com   x7012             919-677-8000
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Newsgroups: comp.os.os2.misc