Of course you can -- in less than ten minutes, in fact.
IBM is currently conducting a survey of customers around your experience with IBM electronic support and areas where we can improve the experience. The input from this survey will help with the overall initiative, which includes elements to
- enhance our support websites and the content used within them
- bring community tools into the support process
- connect to our "call home" types of technologies
- increase the awareness of IBM's Electronic Support offerings (with both IBM clients and business partners)
Please take a few minutes on
Link: ibm.com: Building Client Focused Electronic Support >
and help with this effort. Thanks!
Post a Comment
- 2
Keith Brooks http://www.vanessabrooks.com | 3/19/2009 9:33:13 PM
@1 use the IBM Support Toolbar, it does what you want and more.
Go here to get it:
{ Link }
- 3
Thomas Schulte http://www.welovenotesbut.com/blog | 3/20/2009 1:30:46 AM
I have taken the survey and here are my remarks.
It is kind of wierd that a survey that is meant to be used internationally is available only in US-EN language.
And if i have a selection of "i don't work with IBM hardware" then none of the other choices makes any sense so i do not understand why i have to select the two other dropdown boxes too. What about questions like is the current IBM Ressource finder Web presentation easy to use?
It is like the video mentioned yesterday by Alan. Nice effort but could be far far better.
- 4
Melissa Chua | 3/20/2009 9:07:06 AM
Hi,
Just a note that for Q15/Q16, ranking the other options is optional if 'i do not work with...'.
In terms of the translation, the questionnaire is available n the following languages via direct URL now:
Thank you for your participation!
- 5
Flemming Riis | 3/20/2009 1:38:47 PM
done.
most annoying feature with ibm support is the person calling you x days after asking generic questions about your experience ,please webenable that ..
- 6
Tripp Black http://www.mindwatering.com | 3/20/2009 4:02:38 PM
@2 - Hi Keith.
Thanks for the suggestion.
Actually, I have the toolbar. It's useful for linking for an ESR and ISA or to send attachments. Regular bookmarks work for these things though and I don't lose a 1/4" of screen ...
However, let's say you want to do some self-service and troubleshoot an issue with SSL handshaking v2 and v3 support. (This is one of my recent issues from a few weeks ago. It resulted in a SPR.)
If you go out to the notes.net (LDD) forums and do a search for "domino AND ssl AND (v2 OR v3) you get this result set:
{ Link }
(The 8 and 8.5 forums are smaller and less helpful.)
If you do a support using the IBM toolbar and restrict to Lotus Troubleshooting Docs you get this:
{ Link }
If you have been using the IBM toolbar only, you don't know what your missing. We get much better "hits" using the notes.net forums than Lotus Support with or without the toolbar using up a 1/4 inch of my screen real estate.
On the other hand, adding forum search to the toolbar where it cross searches all the notes.net forums at once would make it useful enough to keep. :-)
Thanks.
- 7
Patrick Darke | 3/20/2009 7:58:06 PM
Hmmm, being an active end user of Lotus support, this seems to be an interesting evolution of having furloughed a large part of the support staff. Since Lotus support is now purely in "call back" mode, going through ESR is not really providing a more effective solution. Although the survey is an iterative step towards some improvement. This may be a rant, but license maintenance/support is not cheap, and the value delivered against it is regressing in my opinion.
- 8
Tripp Black http://www.mindwatering.com | 3/21/2009 1:48:34 AM
I had to work on a project tonight, which included a few forum searches. I was thinking it would be nice to really be able to search multiple forums (see @1, @2, @6). Guess I inspired myself. Anyway, I created a second search form on our web site...
At first I wanted to do AJAX but ran into a problem in that the forums don't have anything really good to delineate where to start and end the "screen grab" of results. So I went low tech...
Search the Notes/Domino 6 & 7, Notes/Domino 8, Notes/Domino 8.5, Sametime, & Quickr Forums with one search field:
{ Link }
- 9
Ed Brill http://www.edbrill.com | 3/22/2009 10:30:59 AM
@4 I made these into clickable URLs. Thanks, Melissa!
- 10
Marc Champoux | 3/23/2009 12:31:31 PM
Hi Ed,
I started tracking (writing down) in 2002 every PMR that I've opened. So far, I can count 169 PMRs with Lotus Support. On most of them I can say that I've received excellent support and the others ... well ... it was a waste of time. Opening a ticket with the Electronic Support Request system via the web is quick, fast and easy but opening a ticket via the phone takes on average 5 to 10 minutes.
Some people commented above that searching for help on the IBM/Lotus Support web site usually doesn’t help: I can only agree with them! Strangely enough, after opening a PMR, the Lotus Support reps can usually dig up some obscure technotes that I couldn't find by myself via the Lotus Support web site or Google. So that means they probably have a better search tool on the inside than on the outside ... or they just know how to deal with the search engine temper tantrums on the web site more properly.
I also agree with those above who wrote that searching in the forums usually yields a few good results. However, since the Lotus Developer Domain was revamped, I feel like the forums have lost their luster. For example, the 6/7 forums are no longer on the main LDD page ... you need to click on "More developerWorks Lotus forums" and then pick the forum for the version you want ... 2 clicks ... which in the Web 2.0 era is akin to a cardinal sin.
Now, what really grinds my gears is the new call-back feature: I seriously think Lotus has done this on purpose to discourage people from calling-in. I have opened a Sev 1 PMR recently and got a call back within 2 minutes which is good … but that 2 minutes was extremely nerve racking because I wasn't sure if I'd really get a call back.
In contrast, I opened a Sev 2 PMR recently and I had to stay at my desk and wait for the phone call (which came 20 minutes later) because they couldn't tell me "when" I would get called back. Because of this, I honestly loathe/hate call backs.
I would rather wait on the line on hold (even if the music was horrible - but not as bad as BlackBerry Support) and "know" that I will eventually get to speak with a human rather than hang up and pray that the person who opened the ticket (who asked me to spell out my name twice and who didn't write down the phone number correctly the 1st time) saved the ticket properly.
And speaking of call-backs, it could just be paranoia on my side but I feel that reps sometime call during lunch hours or after hours just to avoid talking to us. However, this last point could just be me imagining things.
To recap:
- Ticket opening via the ESR web site: quick, fast and easy.
- Ticket opening via the phone: longer and not as easy.
- Searching via the IBM/Lotus Support web site: horrible.
- Searching in the forums: sometimes good.
- Sev 1 call-backs: good timing.
- Sev 2/3 call-back: don't drink too much coffee before because you might wait for a while next to the phone.
- Personal opinion of call-back feature: not happy at all and strange call-back hours on follow-up calls with reps.
Thanks!
- 11
Timothy Briley | 3/24/2009 4:21:43 PM
@10 -
"- Searching via the IBM/Lotus Support web site: horrible."
Agreed. I used to go to http:support.lotus.com quite often. Then it got replaced by { Link } and it was never the same. As a result I rarely use it anymore.
"However, since the Lotus Developer Domain was revamped, I feel like the forums have lost their luster."
I think that's more of reflection of the times. Notes.net used to be one of the main ways we communicated with each other (for those not in the Business Partner forum). Too many other choices now.
"In contrast, I opened a Sev 2 PMR recently and I had to stay at my desk and wait for the phone call (which came 20 minutes later) because they couldn't tell me "when" I would get called back. Because of this, I honestly loathe/hate call backs."
Seriously? Just give them your cell number. The cost is minimal compared to the cost of being changed to a desk.
Hi Ed,
Doing a ESR is great. That works quite nicely.
But using it for other self-help support doesn't. If you go to notes.net and into a forum you can search for an issue in a few seconds - you generally get back results that are useful. The only negative, is that you have to repeat the search in each forum version (8.5, 8, 6-7, 4-5). Unfortunately, a search of the IBM site rarely yields anything on target.
To make it better customers and us partners who work for our customers need just a powerful search as in the forums. One that can specifically get at an issue without knowing the exact technote, but with the search strings of the issue. Searching Google with site:ibm.com or lotus.com isn't a real solution.
Improvements in interface are secondary. If you cannot get search results there is no point. Our clients say it. My students in Admin Bootcamp say it. Sorry.