SAP Support: It's not going to work!

The first of these stories ended in tears: the SAP support employee pleaded on the phone not to escalate the matter because then his salary would be cut in India.

This unimaginable event for Germany could no longer be verified. However, the source of the story was a very well-known CIO of a German SAP customer and DSAG member.

Five years ago, we thought it was an isolated incident, an interesting anecdote. Wrong! These kinds of reports became more regular and since the beginning of this year, not a week goes by without us hearing about such incidents at least three times.

And it affects all SAP support offerings. Even existing SAP customers with access to a "Support Advisor" are in a similarly bad position: on the one hand, they are told that the problem is caused by custom code, which is difficult to do when a freshly installed development system crashes.

Once, the Indian support employee asks the existing customer for a developer license to carry out the evaluation on their system. But the end is always the same: chaos and despair.

Now an existing SAP customer has written to us and asked us to publish his unresolved case in E-3 Magazine - we are still trying to clarify the case with SAP, but they are showing little cooperation.