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

[Former Member]

how to get german support like i got from business objects? where are my calls?

i am confused, so please help!

http://support.businessobjects.com/case_management/viewcase.asp?caseid=303000343

there should be an open case... i cant get it!

[BasicTek]

OK to recap

If you cannot yet access https://service.sap.com/bosap-support with your super user then you should call or email the following

1-800-677-7271 I believe there is an update to this number instead 1-800-887-2340

or email (remove the space)

Americas: support.bosapamerica@ sap.com

EMEA: support.bosapemea@ sap.com

APJ: support.bosapasia@ sap.com

The phone number(s) for EMEA

https://websmp101.sap-ag.de/~sapidp/011000358700000547712008E

Regards,

Tim

[Former Member]

Here's an update to my previous post. I did email support.bosapamerica@ sap.com four days ago but have yet to get any kind of response. The SAP support person I contacted on 7/22 said she'd send a email to "the appropriate team" and I should get a resolution in a couple hours. That was two days ago and I have yet to hear anything from SAP. So I contacted our sales rep who referred me to SAPs Customer Intaction Center (CIC). The CIC rep confirmed there was something wrong with our support account setup and sent our information to his manager. He said the requests ultimately go to the global office in Germany but they are "quite backlogged at the time".

It would be nice if SAP could provide a little more information on what is going on here and when we might be able to get access to our support accounts.

[Former Member]

George,

I feel your pain as I too was once in your boat (SuperAdmin ID but no actual privileges). Somehow in all of my phone call and e-mail acitvity to Business Objects/SAP I made between 8 and 19 Jul, lo' and behold late last Friday after I left the shop a high-up support person in BO left a voice mail with his office and cell phone number asking me to call him on Monday (21 Jul) morning. I did call and gave him my new good news, which was that before calling I noticed that very early on Monday I had yet a third e-mail from the SAP tech support site announcing that I had been issued an S-#, which when I initialized it/set the password, etc, etc, it all worked perfectly (third time was charm). Anyhow, if you will send me an e-mail, I fire back to you the individual's name and contact info, and maybe that person can get you some help, being that on 28 Jul we'll be going into week 4 of the transition.

Thanks,

John

[Former Member]

John, thanks for the response. Additional contacts are always helpful.

We have been working through our inside sales rep to try and get things moving. They at least responded to us. Our rep got hold of a support manager who in turn hooked us up with a support engineer who is helping us with our immediate issues but we still don't have the ability to open a ticket through normal channels.

When I last spoke with our sales rep she had just gotten out of an emergency meeting with a BO Support senior manager. For a while our sales rep didn't have any means to work our issue. After that meeting they had some sort of escallation process to resolve support account issues. We are still going through that process so we'll see how long it takes to get our support accounts straightened out.

-George

[Former Member]

We don't have a login to submit a case, so I've tried the contact methods above and have received no response after a week. Someone did answer at the 800 number and promised a callback, but so far that hasn't happened.

What we need is a valid key to install CRS XI R2. The code that came with it isn't being recognized, same problem others have posted about.

Any suggestions or other contacts I can try?

[Former Member]

Allyn,

I was told to contact SAP's Customer Interaction Center (CIC) at 1-866-890-7686 with regard to resolving issues with our support account. Someone did answer and took my account information but I have not heard from them since. They did say that if you had an immediate support issue you can work through the CIC to contact a support tech until our account issues are resolved.

I have had better luck working through our inside sales rep. We still do not have our support account working properly but at least she answers the phone and responds to my emails.

Hope this helps.

-George

[Former Member]

Thanks for the response George. It was the CIC I contacted. Like you, there's been no response to calls or emails. I don't know that we have a sales rep I can contact.

At this point, I'm at a loss how to get a response from SAP. This is not a good way to treat customers.

[BasicTek]

Are you saying you can't reach anyone using the numbers provided? I'll see what I can do on Monday if that's the case. I'm sure we are constantly trying to resolve the issues for any customer that are still unable to access the SMP Portal, so please keep trying in the mean time.

Regards,

Tim

Edited by: Tim Ziemba on Aug 1, 2008 7:58 PM