The question I have is if you did not find anything using SIS then why didn't you open an ETR as a problem? If you were searching IBMLINK under SIS(Service Information Search) then you should have backed up to the Main menu and selected ETR not SRD. SRD is for ordering PTFs which you don't know what to order since you did not find a hit for your error. ETR (Electronic Technical Response) is what you need.
-----Original Message----- From: The IBM z/VM Operating System [mailto:[email protected]] On Behalf Of Huegel, Thomas Sent: Tuesday, October 27, 2009 1:00 PM To: [email protected] Subject: Re: Fed-Up With IBM Support! I always just use the phone. Most of the time you get someone that speaks pretty good English. -----Original Message----- From: The IBM z/VM Operating System [mailto:[email protected]] On Behalf Of Brian Nielsen Sent: Tuesday, October 27, 2009 12:32 PM To: [email protected] Subject: Re: Fed-Up With IBM Support! My apologies in advance, but all I can think of is: "Other than that, Mrs. Lincoln, how did you like the play?" Brian Nielsen On Tue, 27 Oct 2009 11:31:43 -0400, Michael Coffin <[email protected]> wrote: >< VENT > > >You know what, I recall a day when IBMLINK ran on 3270 terminals and >when you entered search criteria on a problem you'd ONLY get VALID >responses for >your OS and problem (not 3,000,000 keyword hits 99.999999% of them >having NOTHING to do with your OS or your problem!). I recall a day >when you would >call IBM Software Support at 1-800-237-5511 (burned into my memory from over >20 years of calling), immediately connect to KNOWLEDGABLE professionals who >could quickly help you identify if your problem was known/existing or open a >new problem report, and this was all done in clear, easily understood >English! > >Now we have IBMLink 2000, ServiceLink, Passport/Advantage, ShopzSeries, etc. >etc. etc. etc. Each of which seems to require its own userid/password >combination, and none of which is "simple" or "easy" to use! > >I have spent the past TWO HOURS trying to open a software support >ticket using IBM.com, and am now going to GIVE UP and use the phone the >"old fashioned way". > >1. I sign in to "IBMLINK 2000" using my userid and password. >2. I searched for any records associated with my existing problem >(TCPIP abending, FWIW) - no recent hits. >3. I tried to open a Service Request. That takes you to a screen where >you have to enter your "IBM ID" and password, which is not your >"IBMLINK ID" >and password. >4. I call the IBMLINK Help Desk at 1-800-543-3912 to figure out WHAT >IBM ID it is asking for. They take my name and phone number and tell >me "someone will call you back". I guess it would be TOO efficient to >let me talk to someone immediately! >5. Someone from IBM (IBMLINK Help Desk) calls me back. We walk through >the exact same process I went through above until I am asked for my >"IBM ID" >again. He looks it up and tells me what it is. I enter THAT id and >password only to have the website come back and tell me I'm not >authorized to do anything (even though I am the ONLY registered user on >this account!). >I ask him to fix the account. He tells me I need to call the Software >Support Help Desk at 1-800-426-7378, options 2-2. >6. I call the Software Support Help Desk using the options provided. >We very quickly discover this is NOT the right number to call for >problems with "Passport/Advantage". It's the software defect support numbe (e.g. >what formerly was on 800-237-5511). The IBM'er gives me that phone number. >7. I call IBM Passport/Advantage Help Desk at 1-800-978-2246. I >describe my problem to the IBMer. He tells me IBM Passport/Advantage >does not provide Help over the phone and that I must go to >www.ibm.com/software/support to get the problem with my >Passport/Advantage account authorizations straightened out. >8. I go to www.ibm.com/software/support - this is not a web page to >request Passport/Advantage support! It's yet another "search" page! >The only reference to Passport/Advantage on this page is under "Buying >and managing support", which is basically a page to convince you to buy >Passport/Advantage!!! > >I give up! > >For crying out loud IBM, can't you have a SINGLE sign-on for a customer >to be able to access ALL of the services/entitlements that they've paid for? >Why do I need an IBMLINK id/pw, an "IBM" (presumably Passport/Advantage >- although that's NOT what I'm prompted to enter!) id/pw, a "ShopzSeries" >id/pw! And when all of these accounts get out of synch, how about ONE >support phone number with ONE knowledgable professional who can RESOLVE the >problem FULLY, instead of bouncing customers around from phone number >to phone number, ultimately being directed to a web page that doesn't exist! >Geez!!! > >Sorry folks, I just had to vent............. !!! > >< /VENT > > >-Mike > Disclaimer Confidentiality Notice: This e-mail, and any attachments and/or documents linked to this email, are intended for the addressee and may contain information that is privileged, confidential, proprietary, or otherwise protected by law. Any dissemination, distribution, or copying is prohibited. This notice serves as a confidentiality marking for the purpose of any confidentiality or nondisclosure agreement. If you have received this communication in error, please contact the original sender.
