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Which Software Company Has the Best Support? | 28 comments (28 topical) | Post A Comment
More kudos for IBM[ Parent | Reply to This ] (none / 0) (#8)
by Fushigi on Tue Nov 30, 2004 at 05:27:51 AM PDT

Thankfully, I don't have to make support calls very often. However, recently I had to call IBM support as our AS/400 (now eServer iSeries) was not accepting a new digital certificate. I dialed the 800 number, the call was opened and immediately transferred to a tech even though it wasn't a high sev issue. The tech stayed with me the entire time it took us to diagnose the problem, dowload the update, apply it, and then successfully apply the certificate. At that point the problem was fixed but he stayed with me and walked me through adding the cert to the web server config & ensured it was working before we hung up. Exceptionally thorough, always polite and professional, and best of all the problem got fixed quickly with a minimum amount of fuss.

With iSeries support at least, the support techs can work with the developers when they need to if a problem can't be easily fixed. I think this makes a huge difference not only in problem resolution but in support staff education.

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Which Software Company Has the Best Support? | 28 comments (28 topical) | Post A Comment
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