Fed-Up With IBM Support!

[Michael Coffin]

< 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 99.99% 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

Re: RACF & Console Logs

[Schuh, Richard]

Certainly :-) I leave IBMCE as it is shipped, too :-)

When I went to work for Piedmont Airlines in 1984, I was handed the directory 
maintenance job along with many other responsibilities as we were creating the 
data center. We had an IBM SE assigned to the account who was very er, shall we 
say, emotional about the topic of my previous employer, so I changed the 
password of IBMCE to AMDAHL. Whenever he wanted to do something on the system, 
he would ask another SE to log on and do it because he simply refused to use 
that password. The other IBMers on the account thought it was hilarious, so 
they kept giving him things to do that required logging on to the system. And 
they also refused to change it themselves when they logged on. 

Regards, 
Richard Schuh 

 

> -Original Message-
> From: The IBM z/VM Operating System 
> [mailto:ib...@listserv.uark.edu] On Behalf Of Adam Thornton
> Sent: Monday, October 26, 2009 7:29 PM
> To: IBMVM@LISTSERV.UARK.EDU
> Subject: Re: RACF & Console Logs
> 
> On Oct 26, 2009, at 4:32 PM, Schuh, Richard wrote:
> 
> > That's the way IBM delivers it :-)
> >
> >> In
> >> the case of OPERATOR, watch out for OPERATIONS authority - some 
> >> people naiively give OPERATOR too much authority.
> 
> Do you leave its password set to OPERATOR too?  I mean, after 
> all, that's the way IBM delivers it
> 
> Adam
> 

Re: Fed-Up With IBM Support!

[Brian Nielsen]

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 
 wrote:

>< VENT >
> 
>You know what, I recall a day when IBMLINK ran on 3270 terminals and whe
n
>you entered search criteria on a problem you'd ONLY get VALID responses 

for
>your OS and problem (not 3,000,000 keyword hits 99.99% of them havin
g
>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 authoriz
ed
>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 proble
ms
>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 do
es
>not provide Help over the phone and that I must go to
>www.ibm.com/software/support to get the problem with my Passport/Advanta
ge
>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!  Th
e
>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
>

Re: Fed-Up With IBM Support!

[Huegel, Thomas]

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
 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 99.99% 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
>

Re: Fed-Up With IBM Support!

[MacIntyre, Cory]

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:ib...@listserv.uark.edu] On Behalf 
Of Huegel, Thomas
Sent: Tuesday, October 27, 2009 1:00 PM
To: IBMVM@LISTSERV.UARK.EDU
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: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
 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 99.99% 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 do

Re: Fed-Up With IBM Support!

[Michael Coffin]

Thanks Brian, I NEEDED that!  :

-Mike

-Original Message-
From: The IBM z/VM Operating System [mailto:ib...@listserv.uark.edu] On
Behalf Of Brian Nielsen
Sent: Tuesday, October 27, 2009 1:32 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 
 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 99.99% 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
>

Re: Fed-Up With IBM Support!

[Paul Raulerson]

Heh... :)


I just won't use the online tools these days, except occasionally for Shop 
zSeries. I just call it in, and give 'em a serial number.


for the $$ we spend on maintenance, they can find an English speaking person 
who can assist me.


-Paul

-Original Message-
From: Michael Coffin [mailto:michaelcof...@mccci.com]
Sent: Tuesday, October 27, 2009 10:31 AM
To: IBMVM@LISTSERV.UARK.EDU
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 99.99% 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".
I sign in to "IBMLINK 2000" using my userid and password.I searched for any 
records associated with my existing problem (TCPIP abending, FWIW) - no recent 
hits.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.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! 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. 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.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.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

Re: Fed-Up With IBM Support!

[Frank M. Ramaekers]

I have never had a problem opening up a problem on
http://www.ibm.com/ibmbmlink, it has the old (3270 based) ServiceLink
menu with:

 

Automatic Status Tracking (AST)
  

Electronic Service Call (ESC+)
  

Electronic Technical Response (ETR)
  

Preventive Service Planning (PSP)
  

Product Cross Reference (PCR)
  

Service Information Search (SIS)
  

Service Request and Delivery (SRD)
 

 

Frank M. Ramaekers Jr.

 

Systems Programmer

MCP, MCP+I, MCSE & RHCE

American Income Life Insurance Co.

Phone: (254)761-6649

1200 Wooded Acres Dr.

Fax: (254)741-5777

Waco, Texas  76701

 

 

 

 



From: The IBM z/VM Operating System [mailto:ib...@listserv.uark.edu] On
Behalf Of Michael Coffin
Sent: Tuesday, October 27, 2009 10:32 AM
To: IBMVM@LISTSERV.UARK.EDU
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 99.99%
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 >

Re: Fed-Up With IBM Support!

[Patrick Carroll]

Remember the good old days, when all you had to do was ask your friendly
local Amdahl SE to handle it for you?

 

 

From: The IBM z/VM Operating System [mailto:ib...@listserv.uark.edu] On
Behalf Of Michael Coffin
Sent: Tuesday, October 27, 2009 11:32 AM
To: IBMVM@LISTSERV.UARK.EDU
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 99.99% 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

Re: Fed-Up With IBM Support!

[Alan Altmark]

On Tuesday, 10/27/2009 at 11:32 EDT, Michael Coffin 
 wrote:

> 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!!!

I *think* They are working on IBM user ID consolidation and SSO.  I have a 
similar issue with Lotus Quickr, which allows registration of IBM 
Registration ids.  A lot of you have registered for an IBM id more than 
once, creating a bit of havoc.  :-)
  
> Sorry  folks, I just had to vent. !!!

Hypothetically speaking, if you were not receiving satisfactory results 
from the z/VM team, what would you do?  Probably pick up the phone and ask 
to speak to a duty manager.  If you were dissatisified with that 
conversation, you'd open a critsit.  If you still weren't satisfied, you'd 
start an escalation process with IBM senior management, where *your* 
management would tell *IBM* management how many hours a month you are 
wasting dealing with IBM bureaucracy and a misbehaving product, and how 
much it is costing your company, and what do they plan to do about it, and 
when?!? (breathe)

Imagine what z/VM Development's life would be like if 50 people with the 
same complaint took the same action.  Or even ten.  Hypothetically.

Venting here might, inadvertantly I'm sure, cause a lot of phone calls to 
be made.  Most unfortunate.

Alan Altmark
z/VM Development
IBM Endicott

Re: Fed-Up With IBM Support!

[Mark Pace]

On Tue, Oct 27, 2009 at 11:31 AM, Michael Coffin wrote:

>  < VENT >
>


>
> 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!!!
>
>
> < /VENT >
>


The lady that sits across from me in the office is responsible for out
IBMlink and Passport access.  I feel so sorry for her when someone has a
problem she has to call IBM about. She gets bounced from person to person,
patiently explaining the problem, again and again, only to be bounced to
someone else.  It's a miracle that she hasn't snapped and cursed someone
yet.

-- 
Mark Pace
Mainline Information Systems
1700 Summit Lake Drive
Tallahassee, FL. 32317

Of interest to Developers

[Mike At HammockTree]

Please excuse a slightly off-topic message, but since a number of System z 
developers tend to follow this group, I thought this would be of general 
interest.


IBM has just announced the availability of their zPDT (System z Personal 
Development Tool) to qualifying members of IBM's PartnerWorld for 
Developers.  zPDT is an emulation based system that IBM has been using 
internally for several years and is well tested and proven.  It runs on an 
Intel/Linux platform and can provide one to three processors (CP, IFL, zIIP, 
or zAAP).


I have teamed up with Stan King, ITC (Information Technology Company, LLC) 
to help bring  zPDT based systems to the development community.  We are 
still in the process of defining the exact configurations, but there will be 
a mobile (ThinkPad) version, a "Midrange" and a "Enterprise" version.  We 
are not ready to quote any performance numbers yet, but with the current 
Intel processor line, we expect performance to be very good.


For more information, you can check the ITC web site ( 
www.p390.com/zpdt.htm ) and the IBM PartnerWorld web site ( 
www.ibm.com/partnerworld ).  If you have any questions, feel free to email 
me off-list.




Mike Hammock

ITC

mhamm...@p390.com 

Re: Fed-Up With IBM Support!

[Schuh, Richard]

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:ib...@listserv.uark.edu] On Behalf 
Of Michael Coffin
Sent: Tuesday, October 27, 2009 8:32 AM
To: IBMVM@LISTSERV.UARK.EDU
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 99.99% 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

Re: Fed-Up With IBM Support!

[P S]

On Tue, Oct 27, 2009 at 2:20 PM, Schuh, Richard  wrote:

>  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 ...
>

Naw, it's more SECURE because I have 17 different passwords for the same
userid in different parts of the IBM caves... :-(

It is indeed pretty well busted. Mind you, IBMLink had its problems too. A
friend was once at a meeting and was introduced to the then-owner of all of
IBMLink. She asked, "So, what do you think of IBMLink?" and he responded,
"It looks like every screen was designed by a different person, and they
weren't allowed to consult with each other". She winced and said, "You
aren't far wrong".

But yeah, once it settled down, it at least *worked*.

In any case, the IBM website is clearly hundreds of sites, maintained by
different people. That's not an excuse, it's a starting point for fixing it.
But it is important to recognize as being the underlying problem.

It's not your father's IBM any more, that's for sure. So buy a few shares of
stock and go to a stockholder meeting and complain about IBMLink. That ought
to get a solid response (NOT).

Re: Fed-Up With IBM Support!

[Michael Coffin]

Thank you Frank
 
This looks SO much better than coming in from IBMLink 2000.
 
I'm putting this in my Favorites right now!  
 
-mIKE

-Original Message-
From: The IBM z/VM Operating System [mailto:ib...@listserv.uark.edu] On
Behalf Of Frank M. Ramaekers
Sent: Tuesday, October 27, 2009 2:24 PM
To: IBMVM@LISTSERV.UARK.EDU
Subject: Re: Fed-Up With IBM Support!



I have never had a problem opening up a problem on
http://www.ibm.com/ibmbmlink, it has the old (3270 based) ServiceLink menu
with:

 

Automatic   Status
Tracking (AST) 

Electronic
 Service Call (ESC+) 

Electronic  
Technical Response (ETR) 

Preventive  
Service Planning (PSP) 

Product   Cross
Reference (PCR) 

Service  
Information Search (SIS) 

Service   Request
and Delivery (SRD)

 


Frank M. Ramaekers Jr.

 


Systems Programmer

MCP, MCP+I, MCSE & RHCE


American Income Life Insurance Co.

Phone: (254)761-6649


1200 Wooded Acres Dr.

Fax: (254)741-5777


Waco, Texas  76701

 

 

 

 


  _  


From: The IBM z/VM Operating System [mailto:ib...@listserv.uark.edu] On
Behalf Of Michael Coffin
Sent: Tuesday, October 27, 2009 10:32 AM
To: IBMVM@LISTSERV.UARK.EDU
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 99.99% 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 wh

Re: Fed-Up With IBM Support!

[John Hanley]

Amen!

John Hanley
(804) 786-7823


   
 Michael Coffin
To 
 Sent by: The IBM  IBMVM@LISTSERV.UARK.EDU 
 z/VM Operating cc 
 System
   Fed-Up With IBM Support!
   
   
 10/27/2009 11:31  
 AM
   
   
 Please respond to 
   The IBM z/VM
 Operating System  
   
   
   




< 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 99.99% 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

Midnight message

[Richard Corak]

maybe SET VTOD would be more appropriate for testing?

Richard Corak