IBM

I purchased a B50 rack mount IBM server on ebay for use in Collation's
lab envionment.
Going to IBM.com's web site to purchase a copy of AIX for this machine
proved a little frustrating, as it simply said, "CALL".
So I call on Saturday, May 17, and of course they are closed.....
It says call back during business hours or leave a message.

I left a message.

Mon May 19 13:27:35 PDT 2003
I get a call back from Denise. She is very nice and says that all she
needs is my customer number and we can order the software. I tell
her that I don't have a customer number. That I purchased the
machine from ebay. She says that should be no problem, but that
I will have to call 877 426 6000, option #4 to get a customer number.
I will need a copy of the receipt, and my machine type and serial number.

She offerred to transfer me, but I didn't have the machine type and
serial number, so I told her I would get this info and call back.

I call the number, and press option 4. When the person comes on the
line I explain that I need a customer number. Silence.... "Um", she
says, "please hold". She comes back after a minute or so and says that
I need to choose option #3 - but that I don't need to call back - she
will just transfer me. She puts me back on hold. A minute later she
comes back and says, "it seems that all the reps are busy. Can I just
transfer you to that line?". I said, "sure".

I wait for 5 minutes on option number 4, then someone comes on and
(I'm completely serious here - I have witnesses) listens to my story
then says that I actually need option number 3. She transfers me.

The person on option number 3 comes on, listens to my story and
says, "ok, what is the machine type?" I say, "7046". She says, "what
is the serial number?" I say, "44-99999". She says, "ok,
what is your customer number?"...... "I'm a little confused here," I say.
I'm calling to GET a customer number.

She says, "ok, so you'd like to purchase this hardware?". No, I already
own the hardware - I bought it from ebay.

"please hold".... hmmm, this music sounds strangely familier...

She comes back on and says, "You need to talk to online customer
service - thats option #2". (I know it sounds incredible, but
thats what they said - I have witnesses). Luckily, she will
transfer me....

This time I wait on hold for a while - 10 minutes. And every 30 seconds,
the VRU says, "all reps are still busy - press 1 to leave a message and
get a callback within 1 business day". I decide to hold. Besides
it gives me a chance to write this.

Dale comes on the line and says - in what I believe is a very texas drawl
- "Hi, this is Dale, can I have your customer number please". I
explain the situation, and believe it or not, she seems to understand.
She says, "Oh, you need to talk to the maintenance department. You
can do that by e-mail. Simply send an e-mail to csomaint@us.ibm.com
and give them the type, model number, and serial number and the address
where the machine is installed and request that they "add it to inventory".

I was a little confused and I asked her why they should add it to their
inventory, but after a little gentle coaxing my Dale, I decide to give
it a try.....

Stay tuned.....

06/02/2003 
	-got an e-mail back saying my request has been completed - but
still no customer number. I replied asking for a customer number,
got back a response with my customer number. Hooray!