RE: How does a person Obtain PTF's

We have no support from IBM but regularly order cum PTF's via ECS.  No
problems at all.  

They normally arrive in two days (In the UK)

 
Regards
 
Andy Youens
 
T: 01908 319566
F: 01908 316000
M: 07770 380276
E: mailto:Andy@FormaServe.Co.Uk <mailto:Andy@FormaServe.Co.Uk> 
W: WWW.FormaServe.Co.Uk <http://www.FormaServe.Co.Uk> 
 
 


-----Original Message-----
From: Gary Kuznitz [mailto:docfxit@theoffice.la]
Sent: 02 August 2001 08:31
To: MIDRANGE-L@midrange.com
Subject: How does a person Obtain PTF's


{ SEQ CHAPTER \h \r 1}I seem to be experiencing problems obtaining a CUM and
other single PTF's.  
If anyone knows the current policy I would be most grateful if you could
share 
your ideas.  My client has an AS/400 150 running V4R4 with no Monthly 
Support Line Contract.  My understanding of the options to obtain PTF's are:

  If  the site has a Monthly Support Line Contract a person can call in any
and all 
    PTF requirements.


  IBM will not sell a Monthly Support Line Contract to anyone with a model 
    150.


  If  the site has a Hardware Contract a person can order PTF's through ECS
if 
    the PTF's are less than the maximum size allowed to download.  A person 
    can't order a CUM through ECS.


  Thiscompany does have a Hardware Contract.  If it wasn't a CUM and 
    Hypers this might be an option if the PTF's are small enough.


  If  the site has a PC connected to the internet and a LAN with a second PC

    connected to a LAN and the AS/400 and they have a Monthly Support Line 
    Contract they can download PTF's off the internet if they are under the 
    maximum size allowed to download through this service.


  Thiscompany has a PC connected to a DSL line and it is also connected
(with 
    a second Ethernet card in the same machine) to a LAN.  The AS/400 is
also 
    on the same LAN and can communicate to the internet through the PC.  My 
    understanding is this is not an acceptable connection for IBM's software

    constraints.  This company also does not have a Monthly Support Line 
    Contract.

  It  says at:
        http://www.as400service.ibm.com/supporthome.nsf/document/10000069
    that the service is free and all you have to do is register.  When 
    you try to register they require a Monthly Support Line 
    Contract.

If  the site is running an OS/400 version that is an "Eligible Release" a
person 
    can order a PTF through the FAX.  


  WhenI tried FAX'ing in an order on 7/9/01 like I have always done in the 
    past,  they had no response.  I FAX'ed in the order the second time on 
    7/21/01 and 3 days later they replied with a fax saying:
        
EFFECTIVE MAY 31ST 2001, VERSION 440 IS NO LONGER 
SUPPORTED FOR DEFECT RELATED QUESTIONS. NON-DEFECT 
QUESTIONS WILL BE WORKED WITH A SUPPORT LINE 
CONTRACT.

PLEASE CONTACT THE NATIONAL SALES CENTER AT 888-426-
4343, OPTION 3. OUR ENTITLEMENT SPECIALISTS CAN EXPLAIN 
A VARIETY OF FEE-BASED SERVICES WE OFFER. YOU MAY 
ALSO VISIT THE AS/400 WEBSITE AT WWW.AS400SERVICE. 
IBM.COM FOR TECHNICAL INFORMATION, THE LATEST 
SOFTWARE UPDATES AND PTFS.


I   called the phone number.  I was told I need to talk to my salesman about
my 
    options.  I called my IBM salesman and I had to teach him what a PTF
was.  I 
    talked to a manager at the above phone number and she said all I need to
do 
    is put on the fax that I am upgrading and I will get the faxes.  I did
that and 3 
    days later I received the same fax again.

  I   don't have a defect related question.  I don't have a non-defect
question 
    either.  When I follow the instructions and go to 
    WWW.AS400SERVICE.IBM.COM my only option available to me is to fax 
    in a request.


  On  this page:
        http://www.as400service.ibm.com/supporthome.nsf/document/10000069
        It says "For information regarding eligible Releases, see: OS/400
Release 
Support"
        at:  
http://www.as400service.ibm.com/supporthome.nsf/document/17623433
    It doesn't say what is eligible for obtaining PTF's.  It does 
    have a table with the "Indicated date the target release is being 
    or was withdrawn from marketing" And it does say V4R4 was 
    withdrawn from marketing 5/31/01.  It also says "IBM is 
    making extended defect support available for V4R4 OS/400 
    and selected products through November 30, 2001 via special 
    bid."  It also says in order to get the extended defect support 
    you must  "Purchase a Support Line contract".


  Of  course you know if you have a 150 IBM won't let you Purchase a Support

    Line contract.
And of course this company is not looking for "Defect Support".  They are 
    only looking for PTF's.


  If  you need over 20 PTF's and you have multiple AS/400's you can email 
    your order in.

Sincethis company has only one AS/400 they won't accept an order for 
    PTF's via email.


  If  you upgrade to the latest release of OS/400 and you have a 150 IBM 
    allows you to obtain PTF's via FAX.

Thiscompany can't justify upgrading to V5R1 money wise.  And I've heard 
    V5R1 is buggy.  V4R4 is very stable for them.

Once-Upon-A-Time a person could order as many PTF's as they wanted 
through ECS and it would show up in one or two days.  Now even if you have 
an eligible release and FAX in your order it could take from one to many 
weeks to get it.  So what's a person to do?

Gary Kuznitz

PS:     Sorry for the long post.
+---
| This is the Midrange System Mailing List!
| To submit a new message, send your mail to MIDRANGE-L@midrange.com.
| To subscribe to this list send email to MIDRANGE-L-SUB@midrange.com.
| To unsubscribe from this list send email to MIDRANGE-L-UNSUB@midrange.com.
| Questions should be directed to the list owner/operator:
david@midrange.com
+---
This message contains confidential information and is intended solely for
the named addressee.
If you are not the named addressee you should not distribute, copy or take
any action in relevance to the contents of this email.
FormaServe Systems does not accept liability for any errors or omissions in
the contents of this message or attached documents or for any damage
suffered by your computer system caused by any errors or viruses contained
in the email or any attached documents.
+---
| This is the Midrange System Mailing List!
| To submit a new message, send your mail to MIDRANGE-L@midrange.com.
| To subscribe to this list send email to MIDRANGE-L-SUB@midrange.com.
| To unsubscribe from this list send email to MIDRANGE-L-UNSUB@midrange.com.
| Questions should be directed to the list owner/operator: david@midrange.com
+---