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 This message and accompanying documents are covered by the Electronic Communications Privacy Act, 18 U.S.C. §§ 2510-2521, and contains information intended for the specified individual(s) only. This information is confidential. If you are not the intended recipient or an agent responsible for delivering it to the intended recipient, you are hereby notified that you have received this document in error and that any review, dissemination, copying, or the taking of any action based on the contents of this information is strictly prohibited. If you have received this communication in error, please notify us immediately by e-mail, and delete the original message.
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