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is ibm support stupid or what?
By booyaabooyaabooyaa | March 11, 2006
okay sweeping generalization here, but i’m ranting about the quality of some of their support engineers.
earlier this week i raised a support call with them to troubleshoot an issue with archiving in notes 6.5.4 (btw the creation of archives and migration from r5 ist totally geborken in this release). i’m advised that i need to upgrade to 6.5.5, one problem our software distribution system uses a system account to install software, which means it doesn’t have a registry.
background info: in 6.5.4 they change the method of installation from per machine (hklm) to per user registry hive. this meant we needed to get a patch for the installer to revert to the original functionality.
so back to 6.5.5, where i’m now dependant on ibm’s patch for the installer. of course this is assuming that the installer still wants install on per user basis.
cue several emails and phones calls that cause the issue to be escalated from 1st line to 2nd line, 2nd line to the developers and then back again. i’m eventually told by an engineer that the issue is fixed in 6.5.5 so i should upgrade (which i already know). the engineer also asks if he can now close the call…
i do the equivalent of raising my voice in the next email asking where the hell my patch is.
things go quiet for a week and then i get an email the same engineer referencing a bugfix number.
at this point i go ballastic and asking the engineer to escalate to his boss mean while i’m contacting our account manager.
eventually i get a call from another engineer who advises that his colleague referred to the bugfix because it fixes my installer problem. WTF?!
surely the original engineer could’ve mentioned in his email? instead he just references this bugfix. and to make matters worse the bugfix reference was internal which meant i wouldn’t have been able to see it!
i work in support, i’d get my ass kicked by our users if i tried to pull that stunt!
[tags]ibm, lotus, support[/tags]
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