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From: edso@watson.ibm.com (Edward C. So)
Subject: Re: Read this before buying OS/2
Message-ID: <1991May13.224209.3230@watson.ibm.com>
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Reply-To: edso@watson.ibm.com
Organization: IBM T.J. Watson Research Center
References: <1991May9.160203.3669@cbnewse.att.com>
Date: Mon, 13 May 1991 22:42:09 GMT

In article <1991May9.160203.3669@cbnewse.att.com> rtb89@cbnewse.att.com (roy.t.bradstrum) writes:
>
> 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

A rumor in IBM has it that IBM will fed-express a copy of OS/2 1.3 what's
due him.

--
DISCLAIMER: I don't care if my personal opinion expressed here agrees with
            or contradicts the official position of my employer.
Edward C. So        edso@watson.ibm.com (Internet)
Computing Systems, IBM T.J. Watson Research Center