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HCL need to learn some lessons from this though. I have an open ticket, that is currently "being investigated by our extended team" and has been for the last 3 months. Other than twice weekly assurances that they are still looking at the ticket, there has been little feedback.
Closing this idea as shipped, because
CSAT score having significantly improved since HCL took over the business
its not IBM support anymore
Thanks for your patience
At least for me support has improved quite a bit at least for the Domino products since the shift to HCL. At least tickets are answered within a few hours, and apparently after I could prove my cases they apparently were escalated. That's not a fix yet but I can't expaect a complicated bug to be fixed in a few weeks, can I?
Here's the fix:
Slow down new releases to every 3 years and require every developer to spend 25 hours a week working the support queue.
Even if they fixed this, it would be just 10% of the problem. After sweat and tears I had a handful of tickets that were finally acknowledged as bugs. Do you think, though, they were fixed? So far I saw 0 fixed.
Indeed, reporting bugs (that we have already confirmed to be bugs and can provide code to reproduce) is a complete waste of time.
In most cases we just develop a workaround and let IBM support sleep...
Moving this idea to category General because it does apply to all products
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 ...
About a regression : "SPR xyz is currently closed with No plans to fix in the this codestream
and there is no fix currently available."
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.
Not always, it depends... On the other hand, the support of the big compeditors is crap anyway. #justsaying
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
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.
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.
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.
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.
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.