I wish you would let us know what you really think. Yes, the web interface is surprisingly difficult to use for a company that is at the forefront of technology. Single login would be nice. Ease of navigation could be improved. Orbital referral can be a real irritant. Searching could be made easier. All the things you said ...
Regards, Richard Schuh ________________________________ From: The IBM z/VM Operating System [mailto:[email protected]] On Behalf Of Michael Coffin Sent: Tuesday, October 27, 2009 8:32 AM To: [email protected] Subject: Fed-Up With IBM Support! < 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<http://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<http://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
