In article <[EMAIL PROTECTED]>, [EMAIL PROTECTED] (Patrick O'Keefe) wrote:
> I see 2 problems with this. > 1. The inflated issue gets given to the support team as a sev1 and may > take them away from sev2 problems (which may be mine!). And it may get > you known as an inflater. They aren't appreciated. I try to stay on > good terms with the service teams I work with (and am often not > successful). I have actually had to explain this to IBM marketing types on several occasions. When I have complained about a Sev 2 problem being ignored for weeks, the local marketing folks usually respond "You can escalate it to Sev 1". If I really thought it was a Sev 1 problem, I would have reported it that way. I think it's ridiculous that IBM reps actually suggest what I consider abuse of the system just because their response on Sev 2 issues is unacceptable. And if I ever do have to report a Sev 1 problem, I want IBM to treat it as a Sev 1 problem, and not think that maybe it's really a Sev 2 that I "inflated" to get quicker attention. In one recent memorable case, the local rep actually called the support center on a 3-way call with me and asked for a duty manager. Support center said we couldn't talk to a duty manager unless the problem was Sev 1 and had no response for 2 hours. I said that was absolutely ridiculous; it wasn't a Sev 1 problem, but I wanted to talk to somebody about why there had been no action for months. Local rep said "Fine, escalate it to Sev 1 and have a duty manager call us". Then it turned into a critsit and I was getting lots of calls from all kinds of folks about a problem that really wasn't that critical, but just needed a little more attention than it had been getting. (And I was told that the alleged "policy" about not being able to talk to a duty manager unless the problem was Sev 1 was BS and I should never have been told that). -- Matt Simpson -- z/OS Support 219 McVey Hall -- (859) 257-2900 x300 University Of Kentucky, Lexington, KY 40506 http://jms.cc.uky.edu/ ---------------------------------------------------------------------- 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
