RE: P7 8205 571GB 10k RPM SAS SFF-2 Disk Drive (IBMi failure

First off understand that this particular PMH was already 48 hours old. So
much for the 4 hour response time.

He had also made me wait in the data center most of the night before since
he thought he'd get done with the other customer in time to come over and
swap the part. I asked him to let me swap it, since it was just an I/O
module on an expansion chassis, you don't even have to open a cover to do
it. Nope he had to do it since if I was allowed to do it his job would not
be needed. Now I have to keep the customer and the users on the hook for
when we are going to power down the chassis and cause an outage.

Then he says no one else is available but he needs sleep. Yea, give me the
crap about that CE caring a whit about customer service.

Now that said, most of the CEs really do care about their customers and do
the best they can, in this case we are citing in the original post is a
failure of the management structure supporting the CEs. That is about as
bad as it gets. In my case the duty manager should have called out a
different CE and followed up on it. He did not. In that specific city (not
Wisconsin where I live, here they are just like Larry suggested) it has
happened way more often that calls are lost or ignored by dispatch than
being properly handled. You know it is bad when the third party
maintenance company's start looking good compared to IBM.


--
Jim Oberholtzer
Agile Technology Architects


-----Original Message-----
From: MIDRANGE-L [mailto:midrange-l-bounces@xxxxxxxxxxxx] On Behalf Of
DrFranken
Sent: Wednesday, March 28, 2018 11:13 PM
To: Midrange Systems Technical Discussion <midrange-l@xxxxxxxxxxxx>
Subject: Re: P7 8205 571GB 10k RPM SAS SFF-2 Disk Drive (IBMi failure

TOTALLY agree with this. I know all the CEs in our area and they even call
me with questions from time to time. Especially with hot sparesin play it's
easy to schedule the replacement the next day during the day rather than
high stress high cost installs in the middle of the night.

Like you, when I request 'ASAP' they respect it.

- Larry "DrFranken" Bolhuis

www.Frankeni.com
www.iDevCloud.com - Personal Development IBM i timeshare service.
www.iInTheCloud.com - Commercial IBM i Cloud Hosting.

On 3/28/2018 11:31 PM, Roger Harman wrote:

Understand the PO'd part but I think you have to choose your battles.

When I was responsible for a couple of boxes, I made it a point to tell the
CE if the call could wait until morning or Monday. But, I made it clear
that I was telling him that so, if the situation ever developed where I said
"I need you here now!", he understood that I needed him onsite NOW.

-----Original Message-----
From: MIDRANGE-L [mailto:midrange-l-bounces@xxxxxxxxxxxx] On Behalf Of
Steinmetz, Paul
Sent: Wednesday, March 28, 2018 5:59 PM
To: 'Midrange Systems Technical Discussion'
Subject: RE: P7 8205 571GB 10k RPM SAS SFF-2 Disk Drive (IBMi failure

Jim,

This was on a sand box LPAR, so not super critical.
If it would have been production or R&D, that part would have been on site

with in 4 hours max.

Paul

-----Original Message-----
From: MIDRANGE-L [mailto:midrange-l-bounces@xxxxxxxxxxxx] On Behalf Of
Jim Oberholtzer
Sent: Wednesday, March 28, 2018 8:56 PM
To: 'Midrange Systems Technical Discussion'
Subject: RE: P7 8205 571GB 10k RPM SAS SFF-2 Disk Drive (IBMi failure

Actually I'm not surprised that you have 5 failures in six years. Those

units are most likely fairly busy.

I've had more problems with CE dispatch over the last year and it
seems to be getting worse rather than better. I actually had to take
one up to a
SEV1 to get a response from the CE. Made him come out at 3am to fix
the part (It could have waited but I was POd)

His response, "at least I get overtime for this". Huh?

--
Jim Oberholtzer
Agile Technology Architects


-----Original Message-----
From: MIDRANGE-L [mailto:midrange-l-bounces@xxxxxxxxxxxx] On Behalf Of
Steinmetz, Paul
Sent: Wednesday, March 28, 2018 7:24 PM
To: 'Midrange Systems Technical Discussion' <midrange-l@xxxxxxxxxxxx>
Subject: P7 8205 571GB 10k RPM SAS SFF-2 Disk Drive (IBMi failure

Had a 571gb 10k drive fail last night at 21:46:54.
Machine called home to IBM, was notified by hardware support by 10:00 PM

of the issue.

Hardware support sent the call to dispatch, to be notified by CE within an

hour to schedule replacement.

So far, so good.

Now the bad news.
8 hours later, still no call from CE.
Called hardware support back, the "dispatch call" got lost in the "bit"
bucket.
Call was re-dispatched.
CE ordered the part at 6:42.
Part arrived at 10:00 am via courier.
Replaced by 10:15.
Disk drive rebuild time - 10 hours.
Completed by 20:15.
.

This was my 5th 571gb failure since 2012.

Thank You
_____
Paul Steinmetz
IBM i Systems Administrator

Pencor Services, Inc.
462 Delaware Ave
Palmerton Pa 18071

610-826-9117 work
610-826-9188 fax
610-349-0913 cell
610-377-6012 home

psteinmetz@xxxxxxxxxx<mailto:psteinmetz@xxxxxxxxxx>
http://www.pencor.com/

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