Scott - 

We have had the exact same experience... However, we were able to work with
IBM and our business partner to finally consolidate all the contracts we
have with IBM down to ONE customer number! It took over 6 months of bugging
them every week to make this happen though... 

Then... Just last week, I called SupportLine and they told me my customer
number was invalid!!!!!   Apparently as part of the recent change to how
software maintenance and hardware maintenance are being sold, our business
partner signed us up for a new contract and it took the customer number
associated with their distributor!

It just doesn't make sense. How hard can it be to identify everything we
purchase through IBM with one customer number?

Anyway, we are now working to get this changed back to our preferred
customer number. Luckily our business partner says that this can be done. He
did ask me why I care though! I told him that like you, I wanted to be able
to call for support and not have to remember which customer number to use. 

This really shouldn't be an issue at all ... but it is. 

Kenneth - IBM Customer Number 6613400 !!!!! and for a little while longer
... 0715855 too!

Kenneth E. Graap
IBM Certified Specialist 
AS/400e Professional System Administrator
NW Natural (Gas Services)
Phone: 503-226-4211 x5537
FAX:    603-849-0591

-----Original Message-----
From: Ingvaldson, Scott [mailto:SIngvaldson@xxxxxxxxxxxx]
Sent: Thursday, March 18, 2004 9:28 AM
To: 'midrange-l@xxxxxxxxxxxx'
Subject: 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

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.


Scott Ingvaldson
AS/400 System Administrator
GuideOne Insurance Group

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