Re: Customer number change in IBM records for system for sw key renewal?

Upgraded a customer recently. Went to download the keys and they were not there. OK get the paperwork for their new POWER8 and lets register. We try. It says: "You can't do that, you are already registered." But yet no keys for the new system as the system isn't even listed. After a bit we realized that their old system was under customer 892-7654321 The new POWER8 was under customer 897-7654321. So? Well if you've ever registered a customer number you may remember that there are three 'country codes' for the U.S. 892, 895, and 897. You don't get to pick one of the three you pick "US" and it tries all three for you. Since we were already registered under 892 it never tried 897 and so we were hosed. After some work with friendly contacts within IBM we were told "It's not supposed to allow that." And "Hmmm, that's a first." Then they simply moved all the customers records to the 892 number and all is good.

- Larry "DrFranken" Bolhuis

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

On 3/29/2018 9:34 AM, Bradley Stone wrote:

So I get an email back from IBM support still claiming I need to transfer
the system to my customer number again, insisting that my system is not
under my customer number.

so I sent them printouts of the original 2016 email with the original SW
keys and a web page of ESS that both show customer number and serial/system
ID and told them to get their SH*T together (in so many words)

Thinks it will take? I don't.

But again, at least they sent an email.

I love this IBM i system to death, but dealing with IBM is an absolute
nightmare.


On Wed, Mar 28, 2018 at 7:58 AM, Bradley Stone <bvstone@xxxxxxxxx> wrote:

It's coming up on renewal for my system sw keys.

I get a very unformatted email saying to call or email the address listed
online. Hey, at least I got an email reminder, right?

I go online and see the email address is the same one the email was from.

Anyhow, they do reply after a day or so saying that the machine is now
listed under a different customer number than originally purchased. The
new customer number appears to be what I see in older correspondences but
the old one.. no where to be found in my email history.

What could have caused that? Maybe just a clerical error?

I did reply saying the machine has never changed hands and I purchased
directly from IBM as they wanted me to contact my BP to make sure the
machine switch was documented or something.

Bradley V. Stone
www.bvstools.com
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