🚀 go-pugleaf

In article <_!dms=m.grega@netcom.com> grega@netcom.com (Greg Altman) writes:
>
>Calling IBMLINK DOES NOT get you a better treatment then calling the 800
>number.

This is true, but sometimes IBMLink is the preferable way to go.  I find
that I can report problems via ETR (electronically) in more precise terms
than I can talking to a level-1 person at the support center.  I can also
pick up any technical response on my schedule rather than have to be
chained to my desk awaiting a callback from the IBMer.

It is probably easier to escalate a problem via the 800 number though.
While your problem was eventually handled when the duty manager got
involved, you always had the right to ask to speak to the duty manager
yourself.

It does take some time (years!) before you learn to negotiate the
labyrinth that is IBM support.  But after you've grown accustomed to it,
and found out that the severity levels really do mean something, you
can usually make the service people do business with you.

(And yes, sometimes it helps to make noise!  IBM management hates noise.
Most people do.)

- David Andrews
  dandrews@bilver.oau.org