From: db3l@ans.net (David Bolen)
Subject: Re: X server for OS/2
Date: Wed, 26 Aug 1992 19:47:46 GMT
Distribution: usa
	<1992Aug26.192305.21901@cbnewsh.cb.att.com>
Organization: Advanced Network & Services, Inc. - Elmsford, NY

In article <1992Aug26.192305.21901@cbnewsh.cb.att.com> gkm@cbnewsh.cb.att.com (gary.k.mc nees) writes:

>I wonder why IBM doesn't put the fixes i.e. CSDs on software.watson.ibm.com
>I have heard that a fix is out for both PMX and LaMail. I would certainly
>be a lot cheaper and more effiecient for them to make these fixes available
>via ftp. No one who doesn't have the current version could use them. What 
>number do you call to get the CSDs?

I pretty much agree - hopefully things will change soon.  There are further
changes in the base TCP/IP coming down the pike (especially in SLIP support)
that I've been pushing to try to get up on the server.  We'll see.  I can
vouch for the fact that the developers would like to see this happen, but
that there is still a lot of internal red tape that makes it hard to get it
to occur.

'Could be worse though - it wasn't too long ago that IBM wouldn't have even
had the anonymous FTP server.

To get the CSD, call (800) 237-5511.  They will want your customer number (if
you don't have one yet, I think you should talk to an SE at a local IBM
branch, or perhaps the service folks at this number can help out or point you
in the right direction), and then ask about your problem.

Here's a few hints about how to get through to the person who will know what
you are asking for...

This is IBM's general software defect/bug/problem-reporting number, so don't
get too detailed too fast.  Just tell them that the operating system is OS/2,
it's version is 2.0, the product is TCP/IP, and that you are looking for some
corrective service diskettes (CSDs).  That's about all you should have to tell
the front-line person (and is probably exactly what they'll ask you) except
for info about you (name, phone, etc..).  They will give you a problem number,
and then either transfer you live to a second level support person, or tell
you that you will receive a call back.

The second person you talk to may or may not be directly in the TCP/IP group
and know what you are talking about (they may just be OS/2 related).  They may
even ask you some of the same sort of questions that the first person did
(:-)).  If they sound like they aren't directly associated with the TCP/IP
product, proceed as with the first person - stick to the basics (package and
request for CSDs).  You'll be heading for another transfer/call-back.

In my experience it has never taken more than 3 levels before you are talking
to someone that should know just what you are talking about.  Explain that you
have TCP/IP 1.2.1, and that you are looking for CSDs for the base system as
well as PMX (or any other available CSDs).  At this point they should be able
to schedule the CSDs to be mailed, and will probably verify that address
that you gave to the level 1 or 2 person.  [If they need a particular problem
report, tell them your xterms are hanging in PMX and you have focus problems]

That's about it - I've found that the most effective way to get through IBM's
support structure is to accept it as it is.  The front line people are mostly
switchboard-oriented.  They want to get a customer directed to the appropriate
support group within IBM.  If you supply too much detail you may just confuse
the issue - pinpointing the OS or product should be enough.  Once you get
farther into the support structure, and nearer to the actual group you want,
you can get more detailed until you reach the real support group for the
product you are interested in.

--
-- David
--
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Newsgroups: comp.os.os2.apps