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From: rtb89@cbnewse.att.com (roy.t.bradstrum)
Newsgroups: comp.os.os2,comp.windows.ms
Subject: Read this before buying OS/2
Keywords: IBM OS BS
Message-ID: <1991May9.160203.3669@cbnewse.att.com>
Date: 9 May 91 16:02:03 GMT
Followup-To: comp.windows.ms
Organization: AT&T Bell Laboratories
Lines: 50


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