Support???????

[Former Member]

Hello,

We have a support contract and have never received any information (user account) to access our support after the switch to SAP. An earlier email claimed someone would receive the account information, but I checked with coworkers and no one has gotten an email with this information. We are now paying for support that we cannot use. I tried the old business objects phone number, but it just tells me as of 7/7 to go to the site and ends the call. Any idea on how we access our support?

Thanks,

Dan

[david_marks]

SAP Business Objects Customer Services numbers for all regions:

https://websmp102.sap-ag.de/~sapidp/011000358700000547712008/

[Former Member]

I'm having the same issue as Dan. Obviously, we can't go online to open a case, as we never received user ids from SAP. I tried calling the SAP phone support, waited on hold for 20 minutes, then was hung up on. They are not inspiring a lot of confidence so far. I had an open case with BusinessObjects support from last week, and I have been unable to update the case at all this week. Is this a widespread problem? Is SAP support so backlogged with other "problem" BusinessObjects users that they can't answer the phone?

[Former Member]

I tried the phone number that was posted above and waited on hold and just hung up after no answer in 20 minutes. It appears that they may have been premature in cutting over from the Business Objects site. What good is paying for support if you can't use it!

[Former Member]

My bad. After searching high and low for an email with the SAP Marketplace user id and password, I finally found the snail-mail letter they sent me that had the information. I am now able to log into the support portal. I still think they ought to answer the phone, though...

[Former Member]

I am having same problem, but I was able to log onto the SAP Support Site but can not "Report a Product Error". I am the "super-administrator" or whatever, and it says I have to contact the "super-administrator" to get access to this feature!!!

Did Business Objects fire all those nice Tech Support guys we used to be able to talk to whenever we had an issue that we needed help with?

How do we reach them on the phone and not just some generic "SAP" person who has never heard of "Match Consolidate".

HELP!!!!!

[Former Member]

20 minutes? You're lucky. I was on for 1 hour 20 Minutes (note: No message, no "all our lines are full"..just music...did I dial the right nbr?). Finally, a rep came online.

She talked me through finding the link I was looking for (which was so obvious (not)), all the while I'm getting errors on the pages about "object is null" or getting messages saying "Data is incorrect check Note..."

Finally I'm asking the rep some questions and....beep...line dies.

1hr, 20mn for a 5 minute incomplete conversation.

I'm not happy.