Re: BMC Customer Service Stinks

[Thomas Altamore]

** Hi Kathy,   I have come across the rare individual thats a bit curt, but for the most part I receive very good support. Part of that is my own responsibility, as it is any clients' responsibility. You must insist on getting good support. If there is a problem then get your support manager on the phone and let him or her know what the problem is that you are having. Don't jepordize your mission critical apps by settling for less.       Also you must understand that its been a combination of several factors that have whittled down the effectiveness and ability to put in the time needed to provide the former level of support. New rules and operation procedures have in effect tied one hand behind their backs (the support rep). I am not saying that its now acceptable I just want you to realize the fault doesn't neccessarily lay with the folks in the trenches. So again make yourself heard by managers.       I've learned that in any instance not just with BMC, getting what you want how you wanted it when you want it comes down to the art of complaining. Try returning a tractor to Home Despot sometime.   Best Regards, Tom >>> [EMAIL PROTECTED] 04/18/06 9:35 PM >>> ** 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.     __20060125_______________________This posting was submitted with HTML in it___ __20060125_______________________This posting was submitted with HTML in it___