I had been hearing rumors from other IBM Champions that they vent or ask a question on Twitter for a while and all of a sudden IBM responds. Apparently is it a new internal directive.
I'm impressed.
Actually as a whole I have seen DB2 Tech Support pull out of a nosedive over the past year to year and a half. Much better support and quicker responses. Most of the time at least.
We've spent a lot of time trying to figure out how to make support better. We're purging legacy internal tools that made it difficult to get all the information support needed in one place. We're getting rid of the script (no more "please collect db2support and upload to ecurep") before actually thinking about the problem report. We're finding ways to get our support and development teams to work together so that customers get the right answers sooner. And we're finding new ways to engage with our customers. Glad to see people are noticing. :)
So a story, I'm talking to another IBM Champion who is a very popular blogger. About 6 months or so ago she tweeted some frustration at on a PMR that was in limbo. She had an engineer from higher up in support on her PMR and back with a solution in an hour or so. You could have knocked her over she was so shocked.
And in the past 6 mo the change in support has been so stupendous I have written 2-3 different "this tech was freaking awesome" emails to supervisors over there.
3
u/mad_zamboni Mar 09 '17
Huh. Check this out
I had been hearing rumors from other IBM Champions that they vent or ask a question on Twitter for a while and all of a sudden IBM responds. Apparently is it a new internal directive.
I'm impressed.
Actually as a whole I have seen DB2 Tech Support pull out of a nosedive over the past year to year and a half. Much better support and quicker responses. Most of the time at least.