My opionion is a little bit different... It has been my experience that the folks that support the AR System are pretty good at what they do. Sure, every now and again there is some sort of mixup, or something takes a little too long and gets frustrating (which is a rare event), but when taken all and all they are pretty good. Very, very rarely have I ever had a ticket open with Remedy Support that has taken more than a few days to resolve.
>From my perspective, my expectations of support have sort of formed around this sort of model as well. I have carried those forward with me in other work and areas which I have performed and believe that I can say safely that they are a good exception, rather than the rule. There are other applications and products which I have supported in which tickets with the vendors go for much longer periods of time without a resolution. My wish is that other companies and support desks would stand tall and take note of Remedy's example. It might make my life a bit easier. > Please allow me to express my opinion..... I'm sorry but... I can not > stand > Remedy Support!! > > I have found "select" support team members very rude and unprofessional. > Some are nice though, however the response time is slow. To avoid bad > survey > results, tickets have been transferred to other engineers. > > I believe the support team needs to be reorganized. > > Customer Service is so critical. I consult and speak with many clients. > I > am at the point where I encourage my clients to seek alternative support. > > > > _______________________________________________________________________________ > UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org > _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org
