Re: Fed-Up With IBM Support!
I feel your pain! I too remember those days and have had many of the experiences in recent history. Some time ago I forgot my password to ShopzSeries and tried to find some way to reset for a new password. After looking all over the website I found nothing. Eventually I tried to call and ended up with someonemore than once with redirected phone numbers..that obviously had limited command of English and scripted troubleshooting procedures. Repeated attempts to explain what I wanted was total frustration and I ended up just hanging up. No ShopzSeries that day! I finally called my local rep and asked if he could solve the mystery. The answer was.go to the Resource Link web page and do it there! Now, why didn't I think of that!?! There was no hintno clue. Dave From: Michael Coffin michaelcof...@mccci.com To: IBMVM@LISTSERV.UARK.EDU Date: 10/27/2009 11:32 AM Subject: Fed-Up With IBM Support! Sent by: The IBM z/VM Operating System IBMVM@LISTSERV.UARK.EDU 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!
Hello Howard and Michael, Do not give up. First IBMLINK 2000 is getting better. And if you do have a problem with that do use the FEEDBACK link. Do not give up on that either. You will get an answer. PMR numbers è I used the IBM 1-800-426-7378. Remember when asked Defect or usage, it is always DEFECT. Do not let them select anything for you. Give the PRODID and then get to LEVEL 1. LEVEL 2 will call you back after Level 1 decides that they can not help. WORKS fine. One 'rant/vent', ShopzSeries works well but why does it not have a RSL selection for VSE? The RSL selection is available for Both z/VM and z/OS, plus I have already loaded the History file so they have a complete list of what is on our system. Ok time to apply the 125 PTFS for RSL 31 July 2009 for z/VSE 4.1.2. Ed Martin Aultman Health Foundation 330-363-5050 ext 35050 From: The IBM z/VM Operating System [mailto:ib...@listserv.uark.edu] On Behalf Of Howard Rifkind Sent: Thursday, October 29, 2009 6:24 PM To: IBMVM@LISTSERV.UARK.EDU Subject: Re: Fed-Up With IBM Support! I too just use the phone and try my best to explain the issue to a person who only thinks the/she has a complete understanding of the English language but really doesn't have a clue about what you are talking about... Best you can do is get the PMR # and when some one calls you back and describes the issue as it was recorded just tell them that isn't what you called in about. I surrender! --- On Tue, 10/27/09, Michael Coffin michaelcof...@mccci.com wrote: From: Michael Coffin michaelcof...@mccci.com Subject: Fed-Up With IBM Support! To: IBMVM@LISTSERV.UARK.EDU Date: Tuesday, October 27, 2009, 11:31 AM 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
Re: Fed-Up With IBM Support!
Neither of those URLs works for me. I even tried removing the space between the = and the word ibmlink to no avail. Regards, Richard Schuh -Original Message- From: The IBM z/VM Operating System [mailto:ib...@listserv.uark.edu] On Behalf Of Alan Ackerman Sent: Wednesday, October 28, 2009 4:55 PM To: IBMVM@LISTSERV.UARK.EDU Subject: Re: Fed-Up With IBM Support! There is no http://www.ibm.com/ibmbmlink. If you mean http://www.ibm.com/= ibmlink, that is the URL that IBMLink recommends you use. What were you using for IBMLink 2000= ? Alan Ackerman Alan (dot) Ackerman (at) Bank of America (dot) com
Re: Fed-Up With IBM Support!
Try this: https://www-304.ibm.com/ibmlink/servicelink/servicelink.wss?lc=encc=US -Original Message- From: The IBM z/VM Operating System [mailto:ib...@listserv.uark.edu] On Behalf Of Schuh, Richard Sent: Thursday, October 29, 2009 11:10 AM To: IBMVM@LISTSERV.UARK.EDU Subject: Re: Fed-Up With IBM Support! Neither of those URLs works for me. I even tried removing the space between the = and the word ibmlink to no avail. Regards, Richard Schuh -Original Message- From: The IBM z/VM Operating System [mailto:ib...@listserv.uark.edu] On Behalf Of Alan Ackerman Sent: Wednesday, October 28, 2009 4:55 PM To: IBMVM@LISTSERV.UARK.EDU Subject: Re: Fed-Up With IBM Support! There is no http://www.ibm.com/ibmbmlink. If you mean http://www.ibm.com/= ibmlink, that is the URL that IBMLink recommends you use. What were you using for IBMLink 2000= ? Alan Ackerman Alan (dot) Ackerman (at) Bank of America (dot) com 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.
Re: Fed-Up With IBM Support!
That worked. Thanks. Regards, Richard Schuh -Original Message- From: The IBM z/VM Operating System [mailto:ib...@listserv.uark.edu] On Behalf Of MacIntyre, Cory Sent: Thursday, October 29, 2009 11:19 AM To: IBMVM@LISTSERV.UARK.EDU Subject: Re: Fed-Up With IBM Support! Try this: https://www-304.ibm.com/ibmlink/servicelink/servicelink.wss?lc =encc=US -Original Message- From: The IBM z/VM Operating System [mailto:ib...@listserv.uark.edu] On Behalf Of Schuh, Richard Sent: Thursday, October 29, 2009 11:10 AM To: IBMVM@LISTSERV.UARK.EDU Subject: Re: Fed-Up With IBM Support! Neither of those URLs works for me. I even tried removing the space between the = and the word ibmlink to no avail. Regards, Richard Schuh -Original Message- From: The IBM z/VM Operating System [mailto:ib...@listserv.uark.edu] On Behalf Of Alan Ackerman Sent: Wednesday, October 28, 2009 4:55 PM To: IBMVM@LISTSERV.UARK.EDU Subject: Re: Fed-Up With IBM Support! There is no http://www.ibm.com/ibmbmlink. If you mean http://www.ibm.com/= ibmlink, that is the URL that IBMLink recommends you use. What were you using for IBMLink 2000= ? Alan Ackerman Alan (dot) Ackerman (at) Bank of America (dot) com 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.
Re: Fed-Up With IBM Support!
Try: http://www.ibm.com/ibmlink -Original Message- From: The IBM z/VM Operating System [mailto:ib...@listserv.uark.edu] On Behalf Of Schuh, Richard Sent: Thursday, October 29, 2009 11:10 AM To: IBMVM@LISTSERV.UARK.EDU Subject: Re: Fed-Up With IBM Support! Neither of those URLs works for me. I even tried removing the space between the = and the word ibmlink to no avail. Regards, Richard Schuh -Original Message- From: The IBM z/VM Operating System [mailto:ib...@listserv.uark.edu] On Behalf Of Alan Ackerman Sent: Wednesday, October 28, 2009 4:55 PM To: IBMVM@LISTSERV.UARK.EDU Subject: Re: Fed-Up With IBM Support! There is no http://www.ibm.com/ibmbmlink. If you mean http://www.ibm.com/= ibmlink, that is the URL that IBMLink recommends you use. What were you using for IBMLink 2000= ? Alan Ackerman Alan (dot) Ackerman (at) Bank of America (dot) com == This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to which they are addressed. If you have received this email in error please notify the system manager. This message contains confidential information and is intended only for the individual named. If you are not the named addressee you should not disseminate, distribute or copy this e-mail. Please notify the sender immediately by e-mail if you have received this e-mail by mistake and delete this e-mail from your system. If you are not the intended recipient you are notified that disclosing, copying, distributing or taking any action in reliance on the contents of this information is strictly prohibited.
Re: Fed-Up With IBM Support!
I have always used the second one and have never had a problem: http://www.ibm.com/ibmlink 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 76710 -Original Message- From: The IBM z/VM Operating System [mailto:ib...@listserv.uark.edu] On Behalf Of Schuh, Richard Sent: Thursday, October 29, 2009 11:10 AM To: IBMVM@LISTSERV.UARK.EDU Subject: Re: Fed-Up With IBM Support! Neither of those URLs works for me. I even tried removing the space between the = and the word ibmlink to no avail. Regards, Richard Schuh -Original Message- From: The IBM z/VM Operating System [mailto:ib...@listserv.uark.edu] On Behalf Of Alan Ackerman Sent: Wednesday, October 28, 2009 4:55 PM To: IBMVM@LISTSERV.UARK.EDU Subject: Re: Fed-Up With IBM Support! There is no http://www.ibm.com/ibmbmlink. If you mean http://www.ibm.com/= ibmlink, that is the URL that IBMLink recommends you use. What were you using for IBMLink 2000= ? Alan Ackerman Alan (dot) Ackerman (at) Bank of America (dot) com _ This message contains information which is privileged and confidential and is solely for the use of the intended recipient. If you are not the intended recipient, be aware that any review, disclosure, copying, distribution, or use of the contents of this message is strictly prohibited. If you have received this in error, please destroy it immediately and notify us at privacy...@ailife.com.
Re: Fed-Up With IBM Support!
I too just use the phone and try my best to explain the issue to a person who only thinks the/she has a complete understanding of the English language but really doesn't have a clue about what you are talking about... Best you can do is get the PMR # and when some one calls you back and describes the issue as it was recorded just tell them that isn't what you called in about. I surrender! --- On Tue, 10/27/09, Michael Coffin michaelcof...@mccci.com wrote: From: Michael Coffin michaelcof...@mccci.com Subject: Fed-Up With IBM Support! To: IBMVM@LISTSERV.UARK.EDU Date: Tuesday, October 27, 2009, 11:31 AM Message 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!
There is no http://www.ibm.com/ibmbmlink. If you mean http://www.ibm.com/ ibmlink, that is the URL that IBMLink recommends you use. What were you using for IBMLink 2000 ? Alan Ackerman Alan (dot) Ackerman (at) Bank of America (dot) com
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!
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 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!
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 99.99% 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!
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 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 99.99% 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 documents linked to this email, are intended for the addressee and may contain
Re: Fed-Up With IBM Support!
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 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 99.99% 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!
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!
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) https://www-304.ibm.com/ibmlink/ast/ast.wss?lc=encc=US Electronic Service Call (ESC+) https://www.ibm.com/support/electronic/uprtransition.wss?category=2lc= encc=US Electronic Technical Response (ETR) https://www-304.ibm.com/ibmlink/etr/etr.wss?lc=encc=US Preventive Service Planning (PSP) https://www-304.ibm.com/ibmlink/psp/psp.wss?lc=encc=US Product Cross Reference (PCR) https://www-304.ibm.com/ibmlink/pcr/pcr.wss?lc=encc=US Service Information Search (SIS) https://www-304.ibm.com/ibmlink/sis/sis.wss?lc=encc=US Service Request and Delivery (SRD) https://www-304.ibm.com/ibmlink/srd/srd.wss?lc=encc=US 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 -Mike
Re: Fed-Up With IBM Support!
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!
On Tuesday, 10/27/2009 at 11:32 EDT, Michael Coffin michaelcof...@mccci.com 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!
On Tue, Oct 27, 2009 at 11:31 AM, Michael Coffin michaelcof...@mccci.comwrote: VENT snip 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 /snip 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
Re: Fed-Up With IBM Support!
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/supporthttp://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/supporthttp://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!
On Tue, Oct 27, 2009 at 2:20 PM, Schuh, Richard rsc...@visa.com 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!
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 https://www-304.ibm.com/ibmlink/ast/ast.wss?lc=encc=US Status Tracking (AST) Electronic https://www.ibm.com/support/electronic/uprtransition.wss?category=2lc=enc c=US Service Call (ESC+) Electronic https://www-304.ibm.com/ibmlink/etr/etr.wss?lc=encc=US Technical Response (ETR) Preventive https://www-304.ibm.com/ibmlink/psp/psp.wss?lc=encc=US Service Planning (PSP) Product https://www-304.ibm.com/ibmlink/pcr/pcr.wss?lc=encc=US Cross Reference (PCR) Service https://www-304.ibm.com/ibmlink/sis/sis.wss?lc=encc=US Information Search (SIS) Service https://www-304.ibm.com/ibmlink/srd/srd.wss?lc=encc=US 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
Re: Fed-Up With IBM Support!
Amen! John Hanley (804) 786-7823 Michael Coffin michaelcof...@mc cci.com To Sent by: The IBM IBMVM@LISTSERV.UARK.EDU z/VM Operating cc System ib...@listserv.u Subject ARK.EDU Fed-Up With IBM Support! 10/27/2009 11:31 AM Please respond to The IBM z/VM Operating System ib...@listserv.u ARK.EDU 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
