I happen to disagree. The customers till have the same products, they are just seeking better and less expensive tech support. It is not the IBM products that have become too expensive, it is their after purchase services.
Their techs were not only required to provide service, but were required to become sales people as well.
A tech with an impeccable customer satisfaction record would be dinged on performance because of a lack of sales. I know this for a fact, because my husband went through it.
Only IBM, or an IBM certified Partner is authorized to provide service on IBM products.
That said, IBM has been actively expanding its business partner base to absorb the technical support because it is too cost intensive to IBM to retain. This has been going on since at least 1990.
It is not the IBM products that have become too expensive, it is their after purchase services.
Thier products are, compared to the market, far more expensive - but they come with guarantees that no other company offers. Example - IBM disks cost several hundred dollars - but if they fail, they are replaced free.
Support contracts ARE expensive - that is true - the competion is too, if they provide the same support.
... but were required to become sales people as well.
Very true. But also true in the market in general ...
A tech with an impeccable customer satisfaction record would be dinged on performance because of a lack of sales.
Also very true, and, unfortunately a fact of life nowadays ....
I hope you husband is doing well with the new employer - tell him a Hardware Tech in Switzerland (ex IBM Business Partner) feels his pain and recomends a bit of sales training - regardless of his present employer - it can only help ...
Owned a company that provided support to IBM installs during the 80’s and 90’s.
Was a VAR too.
Always amazed me how much Big Blue’s customer’s in all the mid and large shops in the area HATED IBM. Hated their manipulative ways, hated their service contract games, hated their fees, hated the lies and half truths told by their sales people.
We made money by being the access to IBM product with out having to deal with IBM.