Comments on: Why is it so hard to get a valuable answer from IBM support?

By: Ulrich Krause

Ulrich Krause — Tue, 23 Sep 2008 07:33:21 +0000

Last answer ( action ) from support:

“Owner confirmed customer resolved the issue himself.”

By: Tinus Riyanto

Tinus Riyanto — Tue, 23 Sep 2008 07:23:27 +0000

Welcome to the club.

For the past 3 years and my half a dozen or so PMR it took at least an email and sometimes a phone call so that they understand what is exactly that I want. Sometimes I got lucky though and the support person call me directly after he receive my submission. Unfortunately the first level support have to completely understand what you want since they will be your primary (sometimes the only) contact you have for the PMR so I have to be prepared to give them lenghtly explanation everytime I submit a new PMR.

Hope you receive good answer soon.

By: James

James — Thu, 18 Sep 2008 12:39:51 +0000

Hi, I found your blog on this new directory of WordPress Blogs at blackhatbootcamp.com/listofwordpressblogs. I dont know how your blog came up, must have been a typo, i duno. Anyways, I just clicked it and here I am. Your blog looks good. Have a nice day. James.

By: Tim Lorge

Tim Lorge — Wed, 17 Sep 2008 12:26:32 +0000

EXACTLY! On server crashes, I’d like a little more effort than “well, the NSD says …”

Really? Does it? No way!

How about some sort of explanation beyond the obvious? How about something a little deeper … hmmm? Perhaps something that explains why the agent you claim is “the issue” on 3 crashing servers but not on 7 others … HMMMM? Since you actually asked what operating system I’m running, how about we take a look at my config maybe something in the environment is walloping it that? Too much to ask, is it? Yeah, I suppose the stress of answering a phone IS rather hard. I never thought about it from your point of view… that’s really rough. Nothing at all like stress I’m under trying to get these 3 boxes back up to run mail for my company. That is NOTHING in comparison …