On Jun 3, 2007, at 5:23 PM, Patrick O'Keefe wrote:
-----------------SNIP-------------
Ed,
I think I finally understand what you've been saying about SHARE for
years. (Understand. Not necessarily agree.) My knee-jerk
reaction to
your comment was "That's not what SHARE is for - no more than using
IBMLink's ETR to report a problem with an order.". And I still
believe
that is not what SHARE is for, but maybe that's what you've been
complaining about. If SHARE is only for software and hardware
design and
devlopment issues, where is the venue for raising other customer
concerns (like not being able to access IBMLink via the web)?
I personally don't want SHARE to change. I want IBM to send techies,
not admin and sales people. But I think there does need to be a
venue for those other questions. Maybe that venue exists, but I
sure don't know what & where it is.
Pat O'Keefe
Pat,
I think this is exactly what SHARE (or other user groups) are for.
To give guidance to IBM on important issues and I think (just like
OCO) this is an issue. I don't think its SHARE's place to dictate
just to let IBM know that this is a serious impact issue and needs to
be resolved to everyones (or almost everyones) satisfaction. IBM's
claim that it is a customer oriented business (last I heard) this is
just one case that it is clearly not listening to the customer. Maybe
someone can raise the issue with the press so that they can alert the
"world" and embarrass IBM into listening for a change. Raising this
to a sev 1 issue is ok IMO but IBM internal can brush it off to
malcontents with upper management (and probably get away with it). It
is only by embarrassing IBM in public you will get them to change.
This has been an issue for at least a year and it seems to have
fallen on deaf ears (contrary to what we have heard on here from IBM)
only by going out of the line of fire (not a good term) can you get
IBM to change, IMO.
Ed
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