Calling IBM's customer service at 877-426-6006 involves navigating through an automated message system with five choices: press 1 if you have your party's location and extension, press 2 for questions about invoices, orders, contracts, or inventory, press 3 for IBM technical support or service calls, press 4 for assistance with online e-tools, and press 5 for general help or concerns not covered by the previous options.
The automated message system, while not very sophisticated, offers straightforward options that cover a broad range of common customer issues. If you let the message play through twice without making a selection, you will automatically be transferred to the fifth option, general questions or customer support, and be connected with a representative.
However, if you call during off-hours or on a day they're closed, the call will automatically end after requesting you call back during regular business hours. This is in contrast to other automated message systems, which can prompt callers to further navigate the system to obtain pre-recorded information or leave a message.
I called during business hours with a general question (option 5) and was connected rather quickly. I wasn't given an approximate wait time, although such an estimate wasn't really necessary in this case because I didn't have to wait more than a couple of minutes. The representative I connected with was friendly and helpful and was able to address my concern quickly and efficiently.
Although you will be connected with a representative if you select option five or make no selection after two cycles, there was no immediate, clear option to speak with a representative. This is unfortunate and creates a bit of an accessibility barrier for callers who aren't familiar with or able to easily use automated systems, such as the less tech-savvy and the elderly. I do appreciate the system automatically connecting with a representative, however, after two cycles. Some other automated systems will keep repeating or make callers figuratively jump through hoops before letting them connect with a human.
The other call options, aside from option 1, take you to an additional automated system. (Option 1, as expected, asks you to input your party's location and extension.) However, once again, if you call during off-hours, you will receive an automated message requesting you call back during business hours and an automatic termination of the phone call.
Based on this experience, I would assume the various options all ultimately connect you with a representative, one specific to your reason for calling. This would explain call termination: if there's no one to answer the phone, and no additional automated system for the specific concern, the only option is to request the caller try again during business hours.
The main reasons for calling IBM's support line include technical support, product questions or concerns, order and billing questions or concerns, account management, and/or service outages or downtime. Should a caller be unable to connect with a representative, or need information during off hours, IBM's website serves as a great resource.