IBM Has Cloudy Day with Air New Zealand
October 17, 2009
With cloud computing getting attention, the SiliconValley.com story “Air New Zealand Boss Lands Hard on IBM” provides one view of what a customer perceives when service goes out. The quote below is attributed to Air New Zealand CEO Rob Fyfe:
In my 30-year working career, I am struggling to recall a time where I have seen a supplier so slow to react to a catastrophic system failure such as this and so unwilling to accept responsibility and apologize to its client and its client’s customers… We were left high and dry and this is simply unacceptable. My expectations of IBM were far higher than the amateur results that were delivered yesterday, and I have been left with no option but to ask the IT team to review the full range of options available to us to ensure we have an IT supplier whom we have confidence in and one who understands and is fully committed to our business and the needs of our customers.
IBM is expanding its cloud services. Most recently it announced a low-cost alternative for email positioned to compete with such services from Google.
Stephen Arnold, October 17, 2009
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