Cliff Saran’s Enterprise blog

Feb 11 2008   7:10PM GMT

True Colours #2: Domino customer service takes a tumble

Cliff Saran Profile: Cliff Saran

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Fact or fiction?

So a number of people have come out in defence of IBM. My question on Lotus Domino support came from a legitimate reader enquiry received by ComputerWeekly.com. I passed that question on through the appropriate channels hoping to clarify the situation. After over a month of waiting, still no official comment from IBM. With a sales force of thousands, an army of highly qualified consultants and a global corporate communications team, I was a little surprised at IBM’s lack of response. People on eBay have better customer relationship abilities. Let’s not argue why a large company can’t be as responsive to an individual’s needs as a small business. IBM sells to large and small businesses alike.

BTW, had the question been about Exchange and Outlook, Microsoft would have got back to me in 24 hours.

4  Comments on this Post

 
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  • Simon O'Doherty
    Now your just straight out trolling. I assume it is only to get ad revenue.

    IBM told you it was unsupported. In fact you even link to it in your previous article.

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  • Anonymous
    Did you ask as a journalist or as a user? You don't say what 'appropriate channels' are. If you ask as a journalist, the lack of response has nothing to do with customer service, but perhaps the channel you chose, the quality of your question, or your credibility as a journalist. If you asked as a user, you are baiting them with a question they have answered. Customer support reps from any company are not going to speculate about technical or policy choices and are probably not qualified to do so. Get real.

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  • Ed Brill
    Hi Cliff,

    As the worldwide sales executive for Lotus Notes, I have read your entries about Notes support for Vista with interest.

    I likewise wonder what method you used to contact IBM, and whether it was as a journalist or through standard technical support.

    Many of the comments here indicated the answer was already obvious on its face -- We have no plan to support Notes 6.x on Vista. There is no different answer to be provided by contacting us.

    I am a little surprised at the veracity of some of the comments on your first post... another good example of why I don't allow anonymous comments on my own site. The ultimate point, though, that the information was readily available as were IBM resources, does hold.

    Please let me know how I can assist further.

    --Ed

    ed_brill@us.ibm.com

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  • Ferocious Anonymous
    "I am a little surprised at the veracity of some of the comments on your first post... another good example of why I don't allow anonymous comments on my own site"

    Are you really saying you prefer to avoid veracity on your blog?

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