Path: utzoo!news-server.csri.toronto.edu!cs.utexas.edu!rice!devils.rice.edu!schafer
From: schafer@devils.rice.edu (Richard Alan Schafer)
Newsgroups: comp.unix.aix
Subject: Re: Making A request to IBM (Was: Re: How does one compile to assembly?)
Message-ID: <1991Mar16.180139.6275@rice.edu>
Date: 16 Mar 91 18:01:39 GMT
References: <96@softpro.stgt.sub.org> <1296@dkunix9.dk.oracle.com> <1991Mar15.123532.8036@odi.com> <5958@awdprime.UUCP>
Sender: news@rice.edu (News)
Reply-To: schafer@devils.rice.edu (Richard Alan Schafer)
Organization: Rice University
Lines: 33

And if you don't like the way IBM closed an APAR (e.g., they decided
the problem was a user error, you think still think it's a bug), you can
always appeal the closing of the APAR.  You write up	
why you think they're wrong, and the closing gets submitted for 
management review.  Like any appeal process, you win some, you lose some,
but at least you have a chance to convince them that they made the wrong
decision the first time around.  If you still don't like the decision,
*then* get your SE to open a PASR.

Another hint: don't *ever* let the support center person convince you
that you don't have the right to demand an APAR be opened.  If you really
think that your problem is a bug, then you have the right to insist that
an APAR be opened, regardless of what the Level 1 person thinks.  Again,
there's no guarantee that the problem will be fixed to your satisfaction,
but you *never* have to accept the judgement of the Level 1 person that
your problem isn't worth opening an APAR about if you disagree with him or
her.  

If you ever call up the support center and believe you're getting 
inappropriate responses from the person you talking to, then demand to
speak to the Duty Manager.  

There are a bunch of tricks on making the support center work for you, 
some of which are documented in GA21-9824 You and the Support Center,
an IBM manual you can get your SE to order for you.  Also, if someone
at your site attends SHARE (and there are growing numbers of UNIX and 
RS/6000 sessions at SHARE), there are occasional sessions given on 
Making the Support Center Work for You.

Richard Schafer
Manager, Network & Systems Support
Networking & Computing Systems
Rice University