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 ...
Appreciate your comments.
My husband didn’t need sales training, had been in it before he went to IBM and in fact looked to go into sales when he was hired on - but they wanted field techs and had no interest in his sales background.
Oh well. It took 3 years, but he is back as a field tech and enjoying it, and enjoying interacting with so many he dealt with while he was with IBM.