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~Cheryl Opfreetherader
Feb 11, 2014, 9:02 AM
24 Posts

How to escalate.

  • Category: Other
  • Platform: All Platforms
  • Release: 9.0.1
  • Role: End user,Administrator
  • Tags:
  • Replies: 4

Every support mail should have a footer with the managers name of who you can contact. If you don't have that, then any manager from any mail you got from support should suffice. 

The other option is to ring support, or update the PMR with the words that you want to be contacted by a manager/supervisor. You should absolutely get a response then.

 

Failing all that, you can mail me "sod1684 @ ie.ibm.com" (remove spaces) your PMR number and I will flag it for attention for related parties. 

 

 

~Helga Nonfreeburoden
Feb 11, 2014, 3:35 PM
45 Posts
Thanks
Thanks for the suggestions.

I've found the support folks with @ph.ibm.com emails have dropped the practice of including their manager's name and email.

David

This forum is closed to new posts and responses. Individual names altered for privacy purposes. The information contained in this website is provided for informational purposes only and should not be construed as a forum for customer support requests. Any customer support requests should be directed to the official HCL customer support channels below:

HCL Software Customer Support Portal for U.S. Federal Government clients
HCL Software Customer Support Portal