It would take me DAYS to write in my constant issues with IBM and their lack of support. No two people know the same thing - it's been SIX MONTHS and they still can't figure out who our sales rep is (!!!!!!!!), I called about an issue, I had to speak with someone who wasn't a tech in the least, she took the wrong notes, said they'd call me back within 2 hours, no one called me back - 24 hours later, I emailed again and was given the brush off, so I just started emailing the one person whose contact information I had at the company, so, below, is a sample of one of many long-winded emails I've sent to them (I have now been requesting a refund for AppScan for the past 2 months, but keep getting passed around - of course - to different people). This company is the worst and I have no idea how they stay in business, nor how they sell a product in which they ALLEGEDLY don't even have A SPECIALIST in, nor any training (allegedly) that they can or will provide you with.

Here's a recent email I sent:

I have been in contact with IBM’s “support” regarding my AppScan concerns since August 2 and there has been no progress. First I had to call and speak with someone who opened some sort of ticket for me (however, she filled it out with completely incorrect information since she didn’t understand what I was talking about) who said someone would call me back in 2 hours – no one called me back. I called again and was told someone would call me immediately – they called, only to tell me they were sending an email “right away,” which didn’t get sent to me until at least an hour later. Very long story short, I was instructed to go to a link and upload a scan I had to re-run, which took me a few more hours, got no response, sent a follow-up, then got a response from support telling me that he would get an update from security support (which he apparently isn’t?), and I have heard nothing since.

Meanwhile, I have attempted to remedy this through you, our alleged account rep (however, not our true sales rep, because no one knows who that is), only to feel like I am getting the brush-off. Your dismissal of “folks are out on holidays” and telling me to just “try again” was highly disappointing, along with the previous poor service when I inquired about a possible training class on AppScan to brush up and instead you pointed me towards a “tech note” with a video and neither of them having to do with my inquiry. Equally perplexing was your request for our customer and site number; as our sales/account rep, I would also expect you to have both of those numbers, along with whether or not we are under support.

Considering the amount of money we have paid (and continue to pay) for this product and its “support,” it is quite clear that our concerns are not a priority. I’m very frustrated and disappointed that I am not even able to speak on the phone with an AppScan support member and work through these issues and questions I have. I would hate to have to bring our business elsewhere with Qualys WAS or HP’s WebInspect. My repeated requests for assistance have fallen on deaf ears and I would really like to take steps towards a resolution as soon as possible.

Another awesome additional note is that, when one of the "techs" was emailing with me, I asked him why we were getting this specific false positive, AND HE SENT ME BACK AN EXPLANATION COPY AND PASTED FROM WIKIPEDIA!!!

I cannot make this crap up.