Ben Langhinrichs

Photograph of Ben Langhinrichs

E-mail address - Ben Langhinrichs






October, 2009
SMTWTFS
    01 02 03
04 05 06 07 08 09 10
11 12 13 14 15 16 17
18 19 20 21 22 23 24
25 26 27 28 29 30 31

Search the weblog





























Genii Weblog


Civility in critiquing the ideas of others is no vice. Rudeness in defending your own ideas is no virtue.


Mon 12 Oct 2009, 04:27 PM
Well, this started off poorly (see my previous post), and I thought it might continue poorly, as I called the number suggested, and they couldn't help, but sent me to another person, who couldn't help and sent me to a third.  At least the first two calls were fairly quick without either long holds or confusion.

But then I hit gold.  I was sent to a person in Pre-Sales who was terrific.  She understood my questions, then directed me to the exact page I needed, explained what I needed to buy, why I needed the licenses, and how to proceed.  She made sure I knew who to call if I had any trouble with the purchase, with the download or with anything afterwards.  Simply the most efficient and knowledgeable person I have ever dealt with in IBM (outside of the people I actually know).  I was actually glad that they had am optional "one minute survey" afterwards, which I gladly took so that I could rave about how great she was.  I didn't feel the least bit rushed by her, but I think I had all the answers I needed in less time than it took me to fill out the survey.

Unfortunately, I don't know her name, but it was a true pleasure.  Good work, IBM!

Copyright 2009 Genii Software Ltd.

Tags:

Mon 12 Oct 2009, 03:47 PM
I went to the IBM website today, hoping to buy myself a copy of Lotus Notes and an Enterprise CAL so I could be a real customer  (OK, not as large as GM, but more profitable).  It was relatively clear how to find my way, so kudos to IBM for that.  As I got into the inner sanctum and was just about to click on a link, I got a popup asking if I would like to chat live with an IBM representative.  Sure thing, I thought, so I agreed and Shannon asked if she could help.

Here's the chat:


Please wait for your IBM representative to respond.
You are now chatting with 'Shanon'
Shanon: 
Welcome to IBM.com. Before we get started, please provide your full-name and company name.
you: 
Benjamin Langhinrichs, Genii Software
you: 
I have a small (one person) company, and I want to use Lotus Notes with a small internal-use-only Domino server.
you: 
Is it correct that I can buy an Express license for just me and use those two?
Shanon: 
Passport Advantage: http://www.ibm.com/software/howtobuy/passportadvantage/pao_customers.htm 
Shanon: 
yes you can
you: 
How much is an Express license for one person?
Shanon: 
Click here
you: 
OK, that looks clear. Now, if I want to use Domino Designer, I will also need a single Enterprise CAL, I think. What would that cost be?
you: 
I will need to connect to a server and sell solutions built with it, so I know I'll need the CAL.
you: 
Or is that what the IBM Lotus Notes with Collaboration Authorized User License + SW license is?

[5 minutes of silence]

you: 
Is my question unclear, or are you looking for an answer?

[5 more minutes of silence]

you: Hello?
Shanon: 
One moment while I research that for you.
you: 
OK, thanks

[15 minutes of silence]

you: 
Any luck?

[15 minutes more of silence]

Shanon: Unfortunately not
Shanon: 
Let me provide you with our technical staff's contact number
Shanon: 
IBM Serv 1800-IBM-SERV (1800-426-7378) or email (support@us.ibm.com) 

Well, there's a productive use of time.  Here I am, a customer who actually knows a heck of a lot about what I'm talking about, and I still can't get an answer to what should be simple.  Of course, I could call any of a dozen BP friends and handle this easily, but I do hope IBM provides a bit more information to the people who get on these chats.  It may just be because the situation is new, but wouldn't that be when you would need your reps to know the answers?

Update:  I had a good deal more luck later in the day with My chat with sales (trying to buy Notes), so don't miss that update

Copyright 2009 Genii Software Ltd.

Tags: