<snip>
Second, since a very high percentage (My guess is > 85%) of the calls
are "how do I do this" or "I messed it up" as opposed to break/fix the
number of calls IBM would have to field would explode. Now IBM
happily takes the "how do I...." calls, they are not complaining, but
there does have to some limits.
Respectfully; very, very respectfully, there are several possibilities for a
high volume of 'how do I?' calls:
The product is broken.
The documentation is broken.
The sales channel is broken (wrong product for the market; wrong market for
the product).
I'm a professional software developer. I believe in my deepest soul that
all problems are solvable. But not until one sees that there is a problem.
</snip>
Buck, your right on all points, particularly that many of these calls turn
into break/fix issues, no question and they should be called in.
Documentation wrong, or completely incomprehensible? You bet although IBM
is getting better about updating the web site when it's pointed out, that
said they have a long way to go particularly with broken links. Software
group is by far the worst of IBM in this regard, particularly in the
incomprehensible category.
Sales channel I don't buy as much in the age of the internet and such, then
again there are business partners that will not take the time to understand
what they are selling.
RDI is PC software but will not be useful unless it's tied to a compiler
which are licensed on the POWER platform, so in 99% of the cases there's
going to be a 1 or many RDI to 1 POWER relationship. I'm the example where
that does not fall true, I use my RDi at multiple customers, but the
software maintenance is still tied back to the POWER 8 system here at Agile.
Now it depends a bit on how you purchase RDI as to how the support is paid
for but to call in a PMR, you need a customer number or type/serial number.
Then again this is way off topic so if we want to continue it (good
discussion though) it should be with a new post.
midrange.com
