IBM Software Entitlement

Does anyone else have this problem?  

We have always had one customer number (for support) that has stuck with us
through hardware purchases, software purchases, etc. and worked for both
SupportLine and Passport Advantage.  Last year we upgraded our 720 to an 810
(keeping the same serial number), and now when I call in on that system
Supportline wants me to use a different serial number (00-xxxxx instead of
10-xxxxx) and a completely different customer number as well.  However, if I
am calling in with an MQ Series or Content Manager problem on this new
system I have to use the old customer number or it will not show up as
entitled.

So now I have to try to remember which customer number to use depending on
which system and which software I am calling in on.  If I get it wrong,
entitlement fails.  Last month we got a $400 bill over a call about an O/S
PTF (for a new system that came with a year of included support.)

Both I and my boss have been told by IBM reps that there is nothing that can
be done to get all of our support back under one customer number.

Regards,

Scott Ingvaldson
AS/400 System Administrator
GuideOne Insurance Group
   
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