Trending Articles

Great example of what went wrong in IBM and so many other global firms.

written by -

Best read from the bottom up, this is the response I received three days after asking IBM Passport Advantage Online for information on how to update our account details.
What amazes me is that every one of the twelve respondents in this chain email is there to try and save IBM money overall by utilizing outsourced low labour cost countries. But in the end, all that happens is no-one answers the original question and everyone (except me) gets paid to achieve nothing. And they call this Customer Service…
On 21/09/2012, at 2:15 PM, Singapore eCustomer Care <apecare@sg.ibm.com> wrote:

Hi Mike,

Good Day.

Thank you for contacting eCustomer Care Team.

Just to confirm do you want to change the Primary Contact details for Site Number 00999999

Shall you need any other assistance, kindly revert to us.

Thank you and regards,

eCustomer Care Team (AP)
Internet: apecare@sg.ibm.com

paonline—09/21/2012 02:16:46 AM—Hi Team, Kindly assist.

From: paonline@us.ibm.com
To: Singapore eCustomer Care/Singapore/Contr/IBM@IBMSG, 
Cc: zhxyu@cn.ibm.com
Date: 09/21/2012 02:16 AM
Subject: Fw: Change of account details
Sent by: roshan@dc.ibm.com


Hi Team,

Kindly assist.


Thank you

—– Forwarded by Roshan Pasha N/Daksh/IBM on 09/20/2012 02:16 PM —– 

Re: Fw: Change of account details
DSW Software    to:  PA Online 
09/19/2012 10:42 AM
Sent by:  Marcio Ozawa Nishizaki@IBMBR 
Cc:  Xiao Yu AX Zhang

 
Hello PA Online,


Please provide information as per request below.
 

Thanks in advance
DSW SOFT

Xiao Yu AX Zhang/China/IBM@IBMCN 09/19/2012 12:23 AM 
To
DSW Software/Dallas/IBM@IBMBR@IBMAU 
cc
Cyrce Athena Passos Fernandes/Brazil/IBM@IBMBR, PA Online/Cambridge/IBM@IBMUS 
Subject
Re: Fw: Change of account details


Hi Team


Pls kindly advise this request .


Do u wanna update primary contact ?


Pls provide authorization from current or new primary contact.


Regards,


ZHANG XIAO YU/Ivy

ADVISORY CUSTOMER FULFILLMENT ADMINISTRATOR
IBM Integrated Supply Chain Customer Fulfillment
 



E-mail:
 zhxyu@cn.ibm.com
269 Wuyi Road
Dalian, 21 110623
China

 
From:        Jia Yi Zhu/China/IBM 
To:        
DSW Software/Dallas/IBM@IBMBR@IBMAU, Xiao Yu AX Zhang/China/IBM@IBMCN 
Cc:        
Cyrce Athena Passos Fernandes/Brazil/IBM@IBMBR, PA Online/Cambridge/IBM@IBMUS 
Date:        
09/19/2012 11:02 AM 
Subject:        
Re: Fw: Change of account details



Hi Team, 


For AP country request, please send request to CoEDL-DSW-CM.


BCT Hi Ivy,


Please help on this request, Thank you.

Best Regards 

  
Zhu, Jia Yi / Serena

Advisory Customer Fulfillment
IBM Integrated Supply Chain, Global Execution
 


 zjiayi@cn.ibm.com

No 269 Wuyi Road
Dalian, Software park, Shahekou District 110623
China   
From:        DSW Software/Dallas/IBM@IBMBR 
To:        
Jia Yi Zhu/China/IBM@IBMCN, 
Cc:        
PA Online/Cambridge/IBM@IBMUS 
Date:        
2012/09/19 03:48 
Subject:        
Re: Fw: Change of account details 
Sent by:        
Cyrce Athena Passos Fernandes@IBMBR


Hello!

Could you please assist?
 

Thanks in advance
DSW SOFT

Miki Murayama/Japan/IBM@IBMJP 09/18/2012 05:58 AM 
To
DSW Software/Dallas/IBM@IBMBR 
cc
Francielle de Assis Araujo/Brazil/IBM@IBMBR, PA Online/Cambridge/IBM@IBMDC 
Subject
Re: Fw: Change of account details


Hi


I told before, I’m responsible for Japan transactions only. I cannot handle for AP and other regions.
 
Could you please request to AP team directly ?

 村 山   美 樹  / Miki Murayama
Customer Fulfillment Japan, ISOC  
ISOC SW業務本部 / Japan SW Fulfillment Execution  
IBM Integrated Supply Chain

IBM Japan Staff Operations Company Ltd., a subsidiary Company of IBM Japan. 
From:        DSW Software/Dallas/IBM@IBMBR 
To:        
Miki Murayama/Japan/IBM@IBMJP 
Cc:        
PA Online/Cambridge/IBM@IBMDC 
Date:        
2012/09/18 09:16 
Subject:        
Fw: Change of account details 
Sent by:        
Francielle de Assis Araujo@IBMBR



Hello Miki,


Could you please handle request below?
 

Thanks in advance
DSW SOFT

—– Forwarded by Francielle de Assis Araujo/Brazil/IBM on 09/17/2012 09:15 PM —–
 

PA Online/Cambridge/IBM@IBMDC
Sent by: Ghayathridevi R@IBMDC
 09/17/2012 07:40 PM 
To
DSW Software/Dallas/IBM@IBMUS 
cc
Subject
Fw: Change of account details


Hi Team,


Please update the account details for the customer below


Thanks and Regards
 
PAOnline

—– Forwarded by Ghayathridevi R/Daksh/IBM on 09/17/2012 06:41 PM —–

From:        
Mike Cairns <mike@mikecairns.com> 
To:        
PA Online/Cambridge/IBM@IBMUS 
Date:        
09/15/2012 05:43 AM 
Subject:        
Change of account details


Hi,

I just went in to look at our PPA account for the first time in some years, and noticed that many of the account details are no longer relevant.

We have closed the company that this account was registered under, and are operating a different company now.  Also, I am the only person left from the original company that is still using this PPA account (I was the original tech contact).

Is it possible to update the account or do we have to register as a PPA customer from the beginning again?

Account details below.

Thanks and regards – Mike

Name: Cxxx Kxxx
Contact type: Primary contact
Site number: 00009999999
Site name: Arial Group International Ltd
Address:xx/x Entertainment Building 30 Queen’s Road Central HK, 0000 HKG
IBM customer number: 0999999

Hello world!

written by -

Well, here we go again. This will be the fourth launch of MikeCairns.com, the last time was over ten years ago now in the UK as MikeCairns.co.uk and exploited the very bleeding edge capabilities of HTML tables and Cascading Style Sheets (version 1). Well, HTML5, CSS and now PHP, combined with a Content Management System (wordpress this time) combine to bring together the latest iteration of my online adventures.

The design is inspired a bit by SteamPunk, with Gothic or Mediaeval textures and a plain, modern and clean set of lines. The top graphic represents my fascination with vehicles, cars and bikes plus the roads they run on generally. Created by Chis Bogdan of eJump media and implemented by his talented team of web craftsmen. It is now up to me to fill in all the blanks and make the site as full of content as the old one was. If you are looking for content in the old site that is not yet migrated to here, you can check the old site here.

Habemus novum Equis!

written by -

Translated from the Latin, by Google Translate: “We have a new Car!”

The story of how we came to own a car that once may have graced our dear leader, Ms Gillard’s, plush backside…

Back in February I needed to be in Melbourne for an IBM meeting and some customer catchups, I had also purchased some retro computer equipment and asked the seller if they would mind holding it until I could pickup in person, intending to drive to Melbourne for the IBM events and do the computer pickup in the same trip.

Well that was all fine until it started to rain, a lot. Southern New South Wales and northern Victoria were becoming totally flooded with highway closures and other potential hazards imminent. There was no way I wanted to expose my precious 25 year old classic sports car to these potential risks. So… at the very last minute I made the decision to hire something from the local Hertz shop, a fateful decision too.

They gave me a current model Ford Falcon G6E – I didn’t know what that was, and the guy on the desk, expressing incredulity, said “don’t worry, you’ll love it”. Little did he know how right he was to prove to be.

So to cut a potentially long story short, I drove Fords flagship luxury sedan from Canberra to Melbourne and back, and promptly decided I was buying one – almost a completely spur of the moment decision. A few weeks earlier we had been very close to purchasing an investment property and our finances just could not quite stretch to make it happen – so partly in response the attitude was “If I can’t have a house, then dammit I’ll have a bloody nice car instead.” That sentiment, and a few other more sensible considerations, made it so that we recently purchased the singularly nicest and newest vehicle either Robbi or I have ever owned – the Ford Falcon G6E.

Now, to explain the first premise of this post, about our adorable leaders butt, after buying the said vehicle second hand (2 1/2 years old) from a dealer, we examined the log book to discover that the cars previous life had been as a Government fleet car – and as an executive class vehicle, though it’s a long shot, it is not without the possibility that sometime in our family sedans history it has been used to transport the Prime Minister of Australia… 😉

Photo Gallery