Yes...I've had the same situation. I think IBM doesn't want to go through
the hassle of fixing it - I'm sure they could.

On Thu, 18 Mar 2004 11:28:13 -0600, "Ingvaldson, Scott"
<SIngvaldson@xxxxxxxxxxxx> said:
> 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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