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: IBM support (sic) story Message-ID: <1991Apr18.174928.26522@pensoft.uucp> Date: 18 Apr 91 17:49:28 GMT References: <1991Apr17.195425.8885@rodan.acs.syr.edu> Organization: Pencom Software, Austin, TX Lines: 117 In article <1991Apr17.195425.8885@rodan.acs.syr.edu> grboyce@rodan.acs.syr.edu (George Robert Boyce) writes: >In trying to add a 3rd party scsi disk to my RS6000/530 server (BTW, >why does IBM support make us call it a 7013?), I ran into two small >problems. {stuff deleted} >So on Monday my SE arrives, we start from scratch and after two or >three commands we run into the problem, he records the error message >and agrees we should call software support. Level one support wasn't >of much help but they did suggest that we reboot the system and see if >that helped. It *seemed* like a reasonable suggestion so that is what You mean "Level 2" support. LEVEL 1 SUPPORT IS ONLY THE "800" NUMBER!!! THE LEVEL 1 PERSON MERELY TRANSFERS YOU TO LEVEL 2. LEVEL 1 CAN (AT BEST) ONLY GIVE YOU STATUS (BY READING THE PROBLEM RECORD TO YOU - THEY CAN'T EVEN ATTEMPT TO INTERPRET IT FOR YOU). Whenever you open a new problem, you will provide the problem description to LEVEL 2. >hardware support insisting that there was no hardware problem, we get >the call transfered to level two software support. Once connected, we >got the magic commands needed to fix the problem. A third problem came >up; I was using an old set of maintenance disks and the instructions >didn't work. The level two support person was able to recognize my >error, and correct it and the whole procedure took 15 minutes. > >15 minutes is a damn good time for any support call and I was very >happy. But I am still wondering how to cut down on the *six hours* it >takes to get to the right support person. Sigh. This is probably the fault of the original Level 2 person who took your call. (BTW, If; in fact, Level 1 advised you to do anything to your machine, there is a serious problem with the support system... Since level 1 people don't know anything about the machines -- they support ALL IBM SYSTEMS, it would be impossible for them to know anything about most of them.) In this particular case, I would say that you got the exception rather than the rule. Try to remember that level 2 is training new people "ALL THE TIME". While that doesn't excuse the fact that this person sent you on a wild goose chase, it might explain it. If the level 2 person seems to be telling you something that doesn't make sense, and they cannot logically explain to you why it should make sense, then ask them to speak to a manager. The manager will make sure that the "best" technical person for your problem type will assist you. >On 4/9/91, Pierre Asselin wrote > >> General conclusions from earlier exercises: >> >> o Software Defect Support is officially limited to its narrow mandate. >> o Technical support is available for the RISC-6000's. >> It's called comp.unix.aix. Its is actually available through the SE, and IBMLINK. And it is getting better every day. (But if nobody calls them, they won't get any better - you have to exercise the horse if you want to win the race.) >> o Accurate information on the RISC-6000's is available, but only >> on comp.unix.aix. Clearly, this is not true. The above case illustrates that. Getting to the right people may take a little effort, but it is there. >> o Accurate information on the IBM support structure is available, >> but only on comp.unix.aix. This is also not completely true. If you ask the Level 2 manager to explain it to you, they will provide as complete a description as (IBM policies allow for) possible. >> o To this day, IBM is convinced that it's doing a fine job. >> o Hardware support does work. Beats me. > >I have to argue that level two software support knows their stuff. The >problem then is that IBM has a level one support system in place (a) >to protect the valuable and expensive resources of level two by (b) >answering the easy questions. I would argue that level one one does >half of their job. They do a hack of a job of protecting the level two >folks. Since you really only got Level 2 support for all of your assistance, your comments are a double edged sword. Level 2 failed to provide the right answer the first time, but did provide the right answer the second time. Try to remember that Level 1 knows nothing about any of the IBM systems, and are not intended to answer any questions (at least for AIX support) - they are merely data-entry operators for the level 2 people in Austin. >So that leaves us with comp.unix.aix for level one support, and a good >but well protected level two support. It could be worse. I think there >are also other possible solutions to this situation. We could try to >convince IBM that (a) they have a support problem and (b) that it is a >serious problem. That seems like it could be a lot of work and we >haven't even solved the problem yet, just made IBM recognize it. Seems that IBM is working to solve this perception. Training takes time. The machine is not even 1 yr old yet (officially). The people at level 2 who know the most, have also been there the longest (by-and-large). >My own oppinion is that IBM should subcontract level one support to >local and regional support service companies and provide all the >necessary support to make it work. But then I've just formed such a >company so my oppinion is biased. Regardless, I am calling my local >office right now to suggest it... Dream on ;-). They do "sub-contract" some of the level 2 and level 3 work, but level 1 is only the phone answering service, so that will never change. +-----------------------------------------------------------------------------+ |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 | +-----------------------------------------------------------------------------+