Sap's B.o. Support Move Stank

摘要

In the middle of July, when many customers were likely enjoying their summer vacations, SAP abruptly moved support for Business Objects, which it acquired, to its own site. Then all hell broke loose. "Customers were supposed to get new logon IDs, but many didn't and still haven't. Critical cases that were opened before the switch are currently missing from the SAP support system, and the Business Objects support system is no longer accessible to customers," read a post on SAPTechies.com. "Business Objects support engineers, meanwhile, are telling customers they will suspend critical cases that haven't been updated. Duh. How can customers update them without access to either the old or new system? This blunder is beyond comprehension and smacks of both poor planning and inadequate testing."