Path: utzoo!utgpu!news-server.csri.toronto.edu!cs.utexas.edu!chinacat!uudell!pensoft!robin From: robin@pensoft.UUCP (Robin Wilson) Newsgroups: comp.unix.aix Subject: Re: Making A request to IBM (Was: Re: How does one compile to assembly?) Message-ID: <3325@pensoft.UUCP> Date: 22 Mar 91 17:49:23 GMT References: <1991Mar13.184439.6999@ibmpa.awdpa.ibm.com> <2656@sapwdf.UUCP> <1991Mar17.160744.19508@nrcnet0.nrc.ca> Organization: Pencom Software, Austin, TX Lines: 52 In article <1991Mar17.160744.19508@nrcnet0.nrc.ca> ng@cfd.di.nrc.ca writes: >In article <2656@sapwdf.UUCP>, wohler@sapwdf.UUCP (Bill Wohler) writes: >|> yes, an e-mail bug address would be very nice. thanks for listening. >I was very supprised that the IBM tech support (defect support, whatever) >does not have an internet email channel such that customers could send >test case of bug reports. We have to do it in a very, very inefficient, This is not true. IBM Defect support does have an email route in via uunet. The following address will work, but you will have to talk to the IBM Defect Support Person handling your problem to get his/her ID: %aixserv@uunet.uu.net I myself used to receive email from customers via this route. (Now I have moved on, and this route won't work for me any more.) The person in Defect Support may or may not know about this setup (try to remember that most of these people have worked at IBM their entire careers, and they have not been exposed to USENET or the Internet). If the support person doesn't know about it, ask them to talk to one of the local "gurus" about it. It does work. There are several problems though... IBM will not accept test cases more than a few hundred bytes in length, because they download all of this stuff from uunet over a very slow modem link. Many of the support personnel have never used the facility, so many are not aware that it is available. (If you are having trouble with someone in particular, send me a note (at the email address pensoft!robin) and I will contact the person and inform them how to use the utility of email.) If you send binary testcases they will have to be uuencoded. This highlights another deficiency in the support personnel... Nobody knows about uudecode. Make sure you tell them "EXPLICTLY" how to recover the files you sent. Assume that they person is new to unix, and unaware of the various commands and utilities. If they act like they know what their doing, adjust your instructions accordingly. NOT ALL OF THE LEVEL 2 PEOPLE HAVE BEEN THERE SINCE DAY ONE... MANY ARE NEW EMPLOYEES STRAIGHT OUT OF COLLEGE. They are learning just like most of you people had to, so give them a chance. +-----------------------------------------------------------------------------+ |The views expressed herein, are the sole responsibility of the typist at hand| +-----------------------------------------------------------------------------+ |UUCP: pensoft!robin | |USNail: 701 Canyon Bend Dr. | | Pflugerville, TX 78660 | | Home: (512)251-6889 Work: (512)343-1111 | +-----------------------------------------------------------------------------+