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:ib...@listserv.uark.edu] On Behalf Of Brian Nielsen Sent: Tuesday, October 27, 2009 12:32 PM To: IBMVM@LISTSERV.UARK.EDU 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 <michaelcof...@mccci.com> 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 >
