RE: IBM Experience so far with new i5

[Vernon Hamberg <vhamberg@xxxxxxxxxxx>]

I also concur - I don't know better support than IBM's on the iSeries 
- once you get to Rochester. And I hope it is the same on the other 3 
platforms. As a partner, we also have a fantastic dedicated team that 
gives support to development partners - awesome guys.

I'm also glad to see that IBM finally can use some kind of web 
meeting - I've not had that opportunity yet, and I know how much 
faster things are resolved when I can see what our customer sees - it 
has to help IBM just as much to see the "truth" and not what I'm 
trying - often inadequately - what I'm seeing and doing.

Vern

At 08:24 AM 12/19/2007, you wrote:

> IBM support is the best in the business. On many occasions the 
> support team member has given me his direct line phone number in 
> case I had follow-up questions.  And what other support organization 
> CALLS YOU back to see how you're progressing with your problem?  IBM 
> is the only one I know of!
>
> I just finished a PMR with IBM which, although it was the longest 
> lasting PMR, was also indicative of the quality of Rochester 
> support.  This was a Service Agent issue on a partition and required 
> changes to firewalls, default routes, PTF's and service agent 
> configuration.  Alan Crane from IBM spent a couple hours on this and 
> went as far as connecting to our system (using "Assist on-site", 
> IBM's form of  WEBEX) a couple times.  The support on this PMR 
> couldn't have been better.
>
> Bryan Burns
> ECHO, Inc.