Re: Supportline

[Mike.Crump@xxxxxxxxxxxxxxxx]

If I need an immediate type of feedback I will usually call.  If it does
not need an immediate response I submit it electronically.  And at this
point I have to admit that I am extremely pleased with all aspects of
Supportline.  Occasionally, dealing with the operator can be slow but
normally it is only just a matter of minutes.  As a recommendation, stick
with the iSeries people and if it get's to confusing just tell them you
can't adequately describe it and it will get routed to the Work Management
people by default.  Not always the right place but at least at that time
you are talking techy to techy....






                                                                                
                                                        
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Most of my pmr's I open via the web.  I can type it in and then don't have
to have some flunky only type in every 3rd word.
When I am in a hurry, I'll type it up.  Then I'll call in on the existing
problem right away.  I am nice enough that when I get the good human to
give them a second to read the problem and then see if they can help me.

Rob Berendt
--
Group Dekko Services, LLC
Dept 01.073
PO Box 2000
Dock 108
6928N 400E
Kendallville, IN 46755
http://www.dekko.com





Vern Hamberg <vhamberg@xxxxxxxxxxxxxxxxxxxxxxxxx>
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01/26/2004 04:45 PM
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Re: Supportline






Jeff

Let me heartily recommend the Problem Reporting site. You get your problem

directly to iSeries people, there's no front-end phone center, if you need

a phone call you can get it. You just need to type in good descriptions of

your issue. With SupportLine you have complete access. It's been wonderful

for me for years. You are actually entering the info in the same database
that support does.

Go to www.iseries.ibm.com/support and look for the "Report a problem" link

- or something like that.

Vern

At 03:39 PM 1/26/2004 -0500, you wrote:
>I opened a call with Supportline today regarding my inability to record
>macros in iSeries Access for Windows.  Here is my experience.
>
>Dialed 800-IBM-SERV, option 2 for software like I'm supposed to.  At this
>point the 'system' started taking the options for me.  I ended up in the
PC
>hardware support area.  Needless to say the guy had no clue what an
iSeries
>was.  Asked me repeatedly, Netfinity?  Intellisomething-or-other?  Over
and
>over.  Finally asked for the 4-digit product number.  Gave him 9406.
After
>a few minutes he decided that was an AS/400 and I was in the wrong area.
No
>&@#* Sherlock!  I already told you that! <g>
>
>After being place on hold for 10 minutes he came back and told me to dial
>800-237-5511.  I informed him this was the old software support number
and
>it wouldn't work because it would just take me to the 800-IBM-SERV
number.
>On hold again.  Came back with 800-426-7834, opt 70.
>
>Called that.  This is PC area too.  After another 10 minutes or so, I
>finally got to the correct area to start a new call.  For the product I
told
>her iSeries Access for Windows.  She couldn't find it.  Could only find
>iSeries Access for Web.  On a hunch, I said try Client Access Express.
>Whoa!  There it is (How long ago did IBM change the name on that?  6
>months?).  Gave me a PMR# and transferred me.  No one came to the line so
I
>finally pressed 1 to leave a message.  Never had to do that before.
>
>All told, it took 45 minutes.  Still waiting on callback.
>
>--
>Jeff Crosby
>Dilgard Frozen Foods, Inc.
>P.O. Box 13369
>Ft. Wayne, IN 46868-3369
>260-422-7531


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