Whatever I have found out about the boxes I have on my own with the help of SMIT & CONFIG.ALL.
I have still not received a return call from the rep who I contacted for a follow-up...its not surprise since she was clueless as to where to turn even after telling her to investigate it with those within U2. My only complaint has been the inability to get a concise answer from IBM even when given one of the boxes serial numbers. There is no cross reference as to the other boxes a customer may have or what licenses they hold and the status of those licenses yet they don't seem to have a problem when it comes time to send the invoices for maintenance contracts. You would think that keeping all information pertaining to a customer would benefit marketing and sales when it is put together in a nice neat package. It has always been frustrating when trying to deal with IBM before and apparently still long after their U2 purchase to get someone knowledgeable about Total customer service. This is a prime example of vertical training gone awry when more horizontal training would be benefical to both the customer and those servicing them. I'm still just wondering...in the case of a real issue...do I need to sit dead in the water because IBM does not know what area of expertise it would fall under? Is that really "customer service"? -----Original Message----- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Behalf Of Marilyn Hilb Sent: Friday, January 20, 2006 7:00 PM To: [email protected] Subject: RE: [U2] How can I find the RIGHT IBM Contact????? For us, we don't work directly with IBM.. It is all done through a VAR, (the company the system was originally purchased from,, or the company that bought that company etc). You may need to find out who your VAR is. For us, they are the ones that actually hold the UV license. We aren't authorized to talk to IBM directly on UV. -----Original Message----- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of [EMAIL PROTECTED] Sent: Friday, January 20, 2006 3:19 PM To: [email protected] Cc: [EMAIL PROTECTED] Subject: [U2] How can I find the RIGHT IBM Contact????? Ok I'm really pretty much fed up... I placed a call to IBM 3 WEEKS ago after inheriting a pile of papers shoved into a folder loosely describing the existing systems. I KNOW one needs an upgrade, for both AIX & Universe BUT...are they licensed for it? Is the media floating around the building? What upgrades are they eligible for? I KNOW maintenance was recently paid in Oct on at least one of the boxes... What was the infinite wisdom of NOT TYING all customer related items together??? (1 cust # for the hardware + 1 cust # for AIX + 1 cust # for Universe) x 2 = A Mess that requires more than 2 brain cells rubbed together to figure out. NOT ONE PERSON I CONTACTED CAN GIVE ME A CONCISE ANSWER!! Or even a smidgen of a clue as to where to turn...a close friend who just retired told me to call in a crash. I called support twice, first I was routed to a clueless sales rep who never returned a call...next support routed me to a sales rep whom I needed to call back who got an AIX person on the phone who --- believe me....it was said... "U2?" To which I was forced to reply... In all the 20 years I have in this field I have observed time and time again that neither hardware sales, or underlying OS has a clue concerning the entire package. Its bad enough that rs/6000 people bicker with the As400 people and are clueless about what the other does. Its only the U2 people who have a clue about how the entire package goes together, the trickle down effect.. My only frustration is WHOM to contact within that realm... Grrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrr -- Debster ------- u2-users mailing list [email protected] To unsubscribe please visit http://listserver.u2ug.org/ ------- u2-users mailing list [email protected] To unsubscribe please visit http://listserver.u2ug.org/ ------- u2-users mailing list [email protected] To unsubscribe please visit http://listserver.u2ug.org/
