Mark, thanks for responding. I was just waiting for something like this to come across. IBM should stop squezzing the buck and put more people at the suppot center to to answer how do do questions, after all we pay monthly for support and service in our licence fees. Everything else is an additional cost. Let me put it in plain language, the turn around time at the center you are speaking about isn't very good. Maybe I two trunarounds a day, if I'm lucky. No only that but from time to time there is a problem with the folks up there with the English language. I have spoke with several on the phone who do not have a strong grasp on the English language and this translates into some of their writen responses. If IBM has cut staff in the support to the bone and you don't have time to help then you should ask management to put on more qualified staff so they would have time to do these how to questions. Have you checked out some of the technical manuals where the there isn't a example of simplest questions just more of the complex stuff. I could contine but I think you get the point. The people who I have spoken with at the support center (l2) have ALL been exceptional and extreamly helpful and have resolved issues very quickly, I can't say that about the ETR route. Sorry.
Mark Thomen <[EMAIL PROTECTED]> wrote: "Howard Rifkind" wrote in message news:<[EMAIL PROTECTED]>... > When I'm in a bind and need a quick sound answer, this is the place to come since the IBM support center will not talk to you about how to do problems and sending ETR's out on IBM Link some time takes a 24 hour turn around time. That is not true. There is a Q&A queue based out of Toronto where they deal with "how-to-do" questions, and non-defect issues. It would be nice if people would not overload the defect queues with "how-to-do" questions and instead subscribed to the Q&A service. We get way too many calls that overload our L2 people asking questions about how things work, how do I do this, what does this section in the manual mean, etc - instead of presenting questions about real defects, which is what our teams are intended to work on. Thanks, Mark Thomen Catalog/IDCAMS/VSAM Development ---------------------------------------------------------------------- For IBM-MAIN subscribe / signoff / archive access instructions, send email to [EMAIL PROTECTED] with the message: GET IBM-MAIN INFO Search the archives at http://bama.ua.edu/archives/ibm-main.html __________________________________________________ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com ---------------------------------------------------------------------- For IBM-MAIN subscribe / signoff / archive access instructions, send email to [EMAIL PROTECTED] with the message: GET IBM-MAIN INFO Search the archives at http://bama.ua.edu/archives/ibm-main.html
