I was told by a level 2 guy in Rochester that the ideal time to call is between 10 and 2 Central time. That way, you could anticipate the person answering the phone would be sitting in Boulder, Colorado.
I always made it a point to keep the names and phone numbers of the support folks in Rochester, and would call them directly instead of going through "entitlement hell".
I really am enjoying not having to deal with the IBM nonsense anymore. 😊
-----Original Message-----
From: MIDRANGE-L <midrange-l-bounces@xxxxxxxxxxxxxxxxxx> On Behalf Of Rob Berendt
Sent: Tuesday, September 24, 2019 11:25 AM
To: Midrange Systems Technical Discussion <midrange-l@xxxxxxxxxxxxxxxxxx>
Subject: RE: IBM support contact preference
I do too, however three things:
1 - Hardware is a different beast.
2 - Software won't call you back if you put telephone as your preference.
3 - More and more stuff is on call back only. Apparently that means "this century".
Rob Berendt
--
IBM Certified System Administrator - IBM i 6.1 Group Dekko Dept 1600 Mail to: 2505 Dekko Drive
Garrett, IN 46738
Ship to: Dock 108
6928N 400E
Kendallville, IN 46755
http://www.dekko.com
-----Original Message-----
From: MIDRANGE-L <midrange-l-bounces@xxxxxxxxxxxxxxxxxx> On Behalf Of Steve Pavlichek
Sent: Tuesday, September 24, 2019 1:28 PM
To: Midrange Systems Technical Discussion <midrange-l@xxxxxxxxxxxxxxxxxx>
Subject: RE: IBM support contact preference
CAUTION: This email originated from outside of the organization. Do not click links or open attachments unless you recognize the sender and know the content is safe.
One reason why I open all tickets online first and then call in for support and reference the PMR/Ticket #
From: midrangel@xxxxxxxxxxxxxxxxx<mailto:midrangel@xxxxxxxxxxxxxxxxx>
Sent: Tuesday, September 24, 2019 1:17 PM
To: 'Midrange Systems Technical Discussion'<mailto:midrange-l@xxxxxxxxxxxxxxxxxx>
Subject: RE: IBM support contact preference
If that's not the truth.
Most everything is keyed on machine type/serial number so why can't they look it up that way, (they can by the way) because they won't.
It's beautiful, who's phone number was last in the record for the location, since it can change at a moments notice.
-----Original Message-----
From: MIDRANGE-L <midrange-l-bounces@xxxxxxxxxxxxxxxxxx> On Behalf Of Kendall Kinnear
Sent: Tuesday, September 24, 2019 12:12 PM
To: Midrange Systems Technical Discussion <midrange-l@xxxxxxxxxxxxxxxxxx>
Subject: Re: IBM support contact preference
Add to that the process the uses a phone number to determine where a server is installed. IBM support is living in the last century.
Kendall Kinnear
NTT DATA Services
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