Douglas R. Probst wrote:

>
> Personally, I tend to call IBM support, we pay them a boat load of money for
> support, why not use it? Besides, it kills time ;-)
> I just wish they would call me back for a survey when I don't get the needed
> answers. You ever notice they only call you if the PMR was closed within
> 15 minutes of it being opened??

To me, the biggest timekiller is getting the first call-answerer to take
down the right info to get it auto-assigned to the right group.

I have had lots of experience with various vendors' support, and IBM has
always been at the top tier, once you get in the door. ("Is your 7029
connected to a mainframe, a PC or an RS/6000?" Huhhhh????)

They will pull in another expert when needed (rather than just fish
around for an answer), and they will call back to see if everything went
well.

The surveys are probably just internal marketing mickey mouse, but I
like the quality of response I get when I call up with a thorny issue.

Dan G.