On Monday evening, we had IBM Hardware support on site to replace our tape drive (this is drive #7 for this 49 month old machine). During the reboot, the system failed to mount our UniData volume group! When we tried to manually mount the device, the system complained about a corrupt superblock and told us to run a full fsck.
The on-site tech told us we had to call Software Support to get help with this, since he didn't know how to use the tool! I spent nearly 30 minutes explaining the problem to the call center person (who did not speak English clearly) before I could speak with a software tech. I then had to re-explain the problem to the software tech, since the call center person didn't record enough of the information I provided.
I see several problems with this:
1) Why doesn't the Hardware Tech have direct access to Software Support??
2) Why does the call center insist on getting all the technical details, when:
- a. they don't understand the technical information
- b. they don't pass the information on
What should have been a five minute fix wound up being nearly a 60 minute call.
Am I the only one who's had these kind of encounters with IBM???