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Fix Terrible IBM Tech Support

Why is L2 so reluctant to escalate bugs to L3?  It should take minutes not months.  Why is L3 so reluctant to take any action whatsoever, or even acknowledge the problem?  Why do we have to wait hundreds of days only to be told they can't reproduce a problem that I can reproduce at will?  Why not pick up the phone and call me and do a screen share so I can show you?  Why do they spam me by asking me to repeat what I've already stated multiple times, or just telling me that there still is no progress?  All these R10 enhancements are for nothing if Support continues to infuriate customers.  Why not send the Tech Support staff to Customer Service school?

  • Avatar32.5fb70cce7410889e661286fd7f1897de Guest
  • Jul 17 2018
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  • Avatar40.8f183f721a2c86cd98fddbbe6dc46ec9
    Guest commented
    18 Jul 19:20

    Man, if i had 1 wish, i would wish to vote for this idea a 1.000.000 time!
    Years ago IBM Support was good, these days - CRAP.
    @HCL/IBM - Fix this first.

  • Avatar40.8f183f721a2c86cd98fddbbe6dc46ec9
    Guest commented
    19 Jul 07:13

    You´re so right !!!

  • Avatar40.8f183f721a2c86cd98fddbbe6dc46ec9
    Guest commented
    23 Jul 03:52

    In my experience once L2 cannot resolve the problem themselves, the response time dropped between 2-3 days to about a week. Once L2 said that they have escalated this to L3, this response time dropped further to about two weeks or so.

    Therefore my suggestion would be to improve ownership for PMR escalated to L3, so that L2 does not keep bothering L3 for update but L3 also provide update (to customer ?) on at least weekly basis. As customer we at least need to know that L3 is making progress in troubleshooting our issue and we are usually expected to report this progress weekly to our superior, right ?

    Another metric I would like to add is importance / timeline. Most of my PMR is low severity since I don't touch production environment but I have a limited timeframe upon which I need to report my findings. Therefore I need IBM support to reach some sort of "conclusion" about the error I reported within a certain time ( usually a few weeks to a month ). Or as a alternate use case, there is a few user error that is low in severity because it only happen to 1 user, but said user might be the president director (very high in importance)

  • Avatar40.8f183f721a2c86cd98fddbbe6dc46ec9
    Guest commented
    27 Jul 15:40

    Following are some suggested Rules to keep Domino Support from driving away more customers.  If only every L2 tech would follow these.

    1. Make your first contact a phone call, not a list of busy work for the customer to do.

    2. Do not ask the customer to provide any information about the environment.  Instead, start a screen share and gather the information yourself.  Amazingly, you will discover that that long list of questions you used to email to the customer was mostly irrelevant.

    3. Do not send emails to tell the customer there has been no progress.  We get enough spam already.  And we don't need to be reminded that you are taking too long to resolve the case.

    4. Never tell a customer you can't figure out how to reproduce the problem when the customer can reproduce it at will in multiple environments.  Just do a screen share and see it happening on the customer's system.  No need to waste more time.

    5. Put yourself in the customer's shoes.  They have a bug and they need it to go away so they can get back to making money.  Before you send an email to the customer, double-check it.  If it doesn't fix the problem, or at least save the customer some time, then don't send it.

    6. Never ask the customer to repeat information they have already supplied.  Scroll down in the Case.  Read.

    7. Don't just send Technotes that include some of the same keywords the customer used in their problem description.  Only send Technotes if they actually address the problem. 

    8. If you don't understand the problem, send the case to someone who does.  Customers don't have time to train you on how Domino is supposed to work.

    9. Bring back some of the support techs from the past who were knowledgeable about the product and also conscientious: Walter Scanlon, Jennifer Ginder, Darla Black, Gil Fuhrer, Sol Schwartz, Tom Postupack, David Gibson, etc.

    10. Do not take 2 months to escalate bugs to L3.

    11. Never tell customers that you're still waiting to hear back from L3.  Find L3's boss and ask them for a date commitment as to when they will look into the issue.  Communicate the date to the customer.  Follow through with L3.  Customers don't need to hear that you and L3 have a dysfunctional relationship.

  • Avatar40.8f183f721a2c86cd98fddbbe6dc46ec9
    Guest commented
    27 Jul 17:07

    I would have to agree with all of the above.  I have an issue with Sametime and FP10 that is critical and I have not heard from anyone for at least 6 weeks.  I even went to the case last week and asked for a Status Update and still haven't heard anything.....  They don't want us to go to Outlook (O365) but this cannot continue or we will all be forced to it.

  • Avatar40.8f183f721a2c86cd98fddbbe6dc46ec9
    Guest commented
    27 Jul 19:45

    The poor support was one of the reasons we choose Office365 over the Domino cloud solution. Their support used to be so incredible - it has fallen far and fast.

  • Avatar40.8f183f721a2c86cd98fddbbe6dc46ec9
    Guest commented
    27 Jul 19:48

    Agree with everyone's comments.  IBM also needs to quit sending customers over to their "Entitlement Group" because they can't find our active maintenance contracts that us customers spend thousands of dollars on to get help.  Definitely miss the Customer Support we received from IBM years ago. 

  • Avatar40.8f183f721a2c86cd98fddbbe6dc46ec9
    Guest commented
    27 Jul 21:30

    We have been using Notes since version 4.5 and moved to SmartCloud Notes over a year ago. I have not had the same experience with support. We have had a number of issues, some Domino, some Traveler, some IMSMO (Outlook mail sync); several escalated all the way to development to fix. None took more than 20 days from inception.

    One time I was frustrated with L2 not getting it. One time. Support usually calls and we do a screen share.

    Make sure you put your Customer ID in the subject line and first line of your support request, you will avoid any "Entitlement" issues.

    It concerns me to hear these support issues. If you are not getting any progress with your case, ask for a call to discuss. Usually a phone call and screen share gets you so much further than trading emails for a week.

  • Avatar40.8f183f721a2c86cd98fddbbe6dc46ec9
    Guest commented
    27 Jul 23:39

    Resolution Manager should engage automatically if Severity 1 case is open more than 48 hours.  Should engage automatically if Sev 2 case is open more than 10 days, or Sev 3 open more than 30 days.  Resolution Manager should get a commitment from L3 or find an acceptable work-around.  Merely apologizing is not helpful.

  • Avatar40.8f183f721a2c86cd98fddbbe6dc46ec9
    Guest commented
    30 Jul 06:03

    I am going through this at the moment with L2. I spent 2 days building a dedicated server on Azure to demonstrate the issue and have given IBM access but it is dragging on so slowly. To be fair the L2 person rang me and we did a screen share. She seemed very competent as an L2 but sounded very uncertain about pushing it L3. HCL if you want an example see TS001161879 

  • Avatar40.8f183f721a2c86cd98fddbbe6dc46ec9
    Guest commented
    02 Aug 17:32

    I agree! 

  • Avatar40.8f183f721a2c86cd98fddbbe6dc46ec9
    Guest commented
    03 Aug 07:17

    Not always, it depends... On the other hand, the support of the big compeditors is crap anyway. #justsaying

  • Avatar40.8f183f721a2c86cd98fddbbe6dc46ec9
    Guest commented
    06 Aug 06:30

    Yes the support IBM is not smart.

    Ask to the customer and BP to create many logs.

    Also when the problem is a critical problem!

    The support need a refresh. Absolutely

    Other big company have a remote session with the customer with teamviever...

    IBM leave open for hundred days the ticket.

    IBM need to evolve in the support.

     

  • Avatar40.8f183f721a2c86cd98fddbbe6dc46ec9
    Guest commented
    07 Aug 16:00

    About a regression : "SPR xyz is currently closed with No plans to fix in the this codestream

    and there is no fix currently available."

  • Avatar40.8f183f721a2c86cd98fddbbe6dc46ec9
    Guest commented
    21 Aug 16:34

    Agreed

  • Avatar40.8f183f721a2c86cd98fddbbe6dc46ec9
    Guest commented
    13 Sep 15:45

    i was support teacher in the past in Paris...  and i'm affraid by support now.

    why do not they have a history of the client and why it is necessary each time to give the names, the notes.ini, the version, the OS server ...

  • Avatar40.8f183f721a2c86cd98fddbbe6dc46ec9
    Guest commented
    29 Sep 15:11

    Completely agree!