Reporting problems to IBM

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Last Updated 5th December, 1994

If you are a TalkLink OS2BBS, CompuServe, or Internet user, you don't have to wait on hold for a "trained technician" - you can report the problem electronically. The following is copied from the IBM-distributed SUPTCTR.INF file, a part of the [800INF.ZIP] file sent out to CompuServe and TalkLink OS2BBS a few weeks back. I have edited for reasons of space, so be sure to read the original in full: ...

If ... you feel that it is the result of a defect with one of the IBM OS/2 products listed above, follow this procedure to use CompuServe to report the suspected defect:

o Download PROBLM.TXT from the IBM Files Library (Library 17) in    the OS2SUPPORT CompuServe forum.

o Fill out the PROBLM.TXT as completely as possible using any editor.

o Using CompuServe mail, send the completed PROBLM.TXT form to the corresponding IBM OS/2 defect reporting ID. OS/2 Base Operating System defect reports should be mailed to 76711,610. Extended Services or LAN Server defect reports should be mailed to    76711,611. (If you are submitting a defect via Internet, the    problem report should be mailed to 76711.610@compuserve.com for     the operating system and 76711.611@compuserve.com for Extended     Services or LAN.)

IBM will reply as soon as possible, within 48 hours of the time we  receive your PROBLM.TXT defect report.

IBM will reply via CompuServe mail to each new PROBLM.TXT defect report we receive. Our reply to you will include a Problem Management Record (PMR) number.

If your problem description matches a previously reported defect that has been addressed (closed) by IBM, we will provide the explanation, work-around, or directions to obtain a fix.

If your problem description matches a previously reported defect that has not yet been addressed by IBM, we will inform you that you have added to the Interested Parties list for the IBM APAR.

If your problem description does not match a previously reported defect, the IBM reply will indicate that your PMR has been forwarded to the analysts that specialize in problems of the type you reported. ...

... That describes Internet and CompuServe access. Users with access to the TalkLink OS2BBS can submit reports directly to IBM from OS2BBS Main Menu item 2 - IBM Support.

Please keep in mind that, although your messages may travel at the speed of light while in transit through the Internet, they can be delayed by mail servers, and they will be handled by busy human beings at the far end. Further, they will probably be handed on to other busy human beings in the process of resolving your problem. All of these will add delays to the message loop.

Try provide as much information as possible on the original message. Remember that each time IBM Support has to get back to you, it will take time for them to compose the message, for it to get to you, for you to compose a reply, and then for it to return to IBM. The more complete and specific your information is on the first message the fewer times OS/2 Support will have to get back in touch with you with requests for additional information.

What's that? Should you add a disk partition layout along with your adapter, IRQ and IOA information to the report? Hey, now &lt;there&gt;'s a thought! (-)

IBM has created a PM tool called OS2INFO which makes creating a problem report to submit to IBM very easy. To get this package, ftp it from

[jon]

This page is part of Frank McKenney's Warp Installation Notes, a major contribution to The Warp Pharmacy project.

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