This blog reflects my frustrations with IBM i (iSeries/AS400) solution providers who implement short-sighted price hikes and cuts in support quality to improve their short-term profitability. These tactics are not annoying. Instead, they are downright aggravating. I hear from many former loyal IBM users racing to leave the platform because they feel that they have been abused by these practices.
Disclaimer: IBM i is an operating system. iSeries and AS400 are IBM servers. I use these terms interchangeably to make it easier for folks to find information on the web.
When you get to be our age you have figured a few things out.
We are all old enough to understand:
1) When prices go up, we will probably buy less.
2) If the quality goes down, you may switch to something else.
3) If the prices go up too much and the quality goes down, you may stop buying all together.
4) If the prices go up too fast without warning, you will get upset.
5) If prices go up too fast without warning and the quality goes down, and the vendor will not change, you get upset and you will probably stop working with that vendor…forever and as fast as possible.
Pretty basic.
Seems to be true for the stuff we buy daily, like groceries, clothing, transportation, and entertainment.
I think it is true for computer users as well.
My primary focus is IBM i as well as other technologies that work with IBM i.
Like me, you have probably seen over the years how technology providers “adapt” to the market in various ways:
Amazing innovation (a few rare ones)
Modest innovation
Increase in prices
Decrease in quality (especially in service and support)
Lately, I am truly shocked how some providers have had:
1) Sudden price increase with limited notification,
2) Decrease in support (longer wait periods on the phone, lengthy waits to get answers – like days to weeks, responders who truly do not understand the nuances of the technology that you need help with), or
3) Outrageous software transfer fees when you need to move to a server with a different serial number.
As a solution provider, I take a lot of heat as the messenger of these unpleasant changes.
And, these changes sadden me because I believe the IBM i to be a remarkably stable and highly productive system.
My sense is that providers who “adapt” to the market with price hikes and poorer service hasten formally loyal users run to alternative technologies.
This form of market adaptation – price increases and poorer service – is not sustainable. History clearly shows that when that is the trend, folks leave the market…in droves.
I am encouraged to know that there are still fine IBM i-focused organizations that have figured out how to offer excellent solutions at reasonable prices with excellent service and training. They work hard to keep their customers happy…every day.
On the other hand, the model of price increases or declining customer service is not sustainable. Those days are numbered.
Those providers may gloat about short-term profit gains, but I believe those tactics are short-sighted. My sense is that in a few years, these “clever” market adapters will be looking for new opportunities (like a new job) without friends to help them.
Want to learn more about how we can be a great fit as your IBM Business Partner? Email me at blosey@source-data.com or call me at 714-593-0387.
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