Comments on projects I'm working on. All postings are my personal opinion only.
Hi Adam,I'm not excusing what happened, but bear this in mind: On the first phone call you will have been dealing with Level 0, a level that simply records the details of your entitlement, your contact details and a brief description of the environment and the problem. They play no part in technical resolution of your problem. Once your entitlement is confirmed, the call is handled by Level 1 and higher: all of whom can certainly spell Lotus. Unless they are dyslexic. :-)You could avoid Level 0 entirely by opening a PMR electronically via IBM Service Requests. This often makes sense because it lets you type out a problem description in your own words and upload files. (Although to ensure a fast response, phone to Level 0 is needed for Sev 1 issues).
There's a good justification for changing the product names to IBM - much easier to spell!
I have been initiating all standard support calls on-line. I completely bypass the level zero conversation and I have experienced decent turn around time. Usually, I get a call back within the hour and rarely does it take more than two hours. Anymore, the only time I would make the phone call is if I had a level one issue and need to talk to some one immediately.
As one of the people in the Level 2 organization, I have to second the suggestion to use the online service request. We get the requests equally fast, sometimes faster - you can add much more detail than ever gets through to us initially in a call, and you can add initial screenshots, error logs, etc. If its not a server down issue, it helps us all get to a faster solution. Go here to use the online systemhttp://www-01.ibm.com/software/support/servicerequest/quick_start.htmlYou can get a call back, email or you can work using the web - you get to choose!
Thanks for the comments and suggestions.I originally tried to log the call electronically but there is something wrong with the customer's site number. Getting that resolved is also proving very difficult. I tried to do business the old fashion social way, by calling on the phone.
As a business partner, I can't understand why I need an electronic agreement with the customer in order to open a PMR on the web on behalf of the customer. On the phone I can easily open a call on behalf of the customer. A lot of our customers don't even have an IBM ID. Maybe Susan can answer this one?
Post a Comment