Language is an interesting one. We are based in Germany and our Remedy Support is based in UK.
I have had on occasion where I was speaking with India Remedy Support on phone and while it was no problem to understand each other, the technical quality of the phone line was a little bit poor. But was very ok after all. On the other hand I sometimes phone with our internal company colleguages in the States or Mexico. Well... when being a German and speaking to someone from Alabama or so, lol, omg. Suppose it's like someone who learned German at school having to talk to some German slang dudes, like Bavaria or worse. India is much better then Alabama :-) -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Barber, Dave Sent: Friday, September 08, 2006 11:40 AM To: arslist@ARSLIST.ORG Subject: Re: I Am Outraged! - BMC/Remedy is Outsourcing Support!! I agree that this list is a more valuable resource than any other. Our support isn't via BMC, so we've never had an issue on that count. However, I can understand the concern if you believe that the quality of support will suffer. Surely though, they will offer similar technical abilities as before? Language is an interesting one though - I've got plenty of colleagues in Dublin, and their english is about as clear as I've ever heard. Dave -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Chapman, Gary Sent: 08 September 2006 09:55 To: arslist@ARSLIST.ORG Subject: Re: I Am Outraged! - BMC/Remedy is Outsourcing Support!! Am I the only one who doesn't understand the comments about not being able to understand the staff from Dublin? They speak English... Where's the problem there? I understand the issue's of outsourcing around the globe, but, as has been mentioned before, this can make it easier for Remedy users in places outside the US. I myself have never really found the Remedy support to be much help. I find that I am more likely to get a solution to any problems from this list so I wont be affected should this happen. However, I feel that we should all lighten up. There are many user in England/Ireland and also in India who may benefit from support a little closer to home. Remedy is a global product so why can't the support be global. -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Jamahowal Pinitubel Sent: 07 September 2006 21:44 To: arslist@ARSLIST.ORG Subject: I Am Outraged! - BMC/Remedy is Outsourcing Support!! Importance: High Hello community, I have it on good authority from one of my contacts at BMC that they will be starting to outsource their support to Pune, India and Dublin, Ireland very shortly. Am I the only one who is outraged by this? Our company already pays an unconscionable amount of money for Remedy Support. If they start to outsource I can guarantee you that our company will stop paying for support altogether next year because they will be diminishing the value of this support drastically but our maintenance fees will not be discounted. So THEY will be saving a ton of money by giving us compromised support but they will not be compensating us in any way (and we just renewed our maintenance contract before I was told of this!). In my experience, the second most valuable thing besides the actual AR System platform from Remedy is their support teams and infrastructure. If BMC is going to start carving the support infrastructure up and outsourcing it, then thay are going to lose the second most valuable pool of Remedy professionals next to the engineers themselves. What is BMC thinking? The executives are obviously boneheads who have NO IDEA of the value of the Remedy AR System product line and the Remedy support infrastructure. I have emailed Bob Beauchamp but have not had a response from him regarding this direction. If we can no longer rely on the past stellar support for this product, which is critical to us in our rapid development environment, we are going to seriously consider moving to another development platform entirely where they have on-site American/English speaking professionals - not underpayed call centre (KB screen-reader) reps who have no understanding and no context of the platform, and no relationships & restricted escalation paths with the Remedy software engineering community. As a longtime customer, I am personally outraged by this move and I am insulted that BMC has not contacted us nor have they solicited feedback on this initiative. What does everyone else think? (Please, EVERYONE chime in on this) What can we do to get BMC to keep their existing support infrastructure and stop them from farming out their support to people who can not even speak clear American English? JP _________________________________________________________________ Deck to dock: outfit your cottage in stylish comfort. Check out Sympatico / MSN Shopping for great Cottage Living ideas. http://shopping.sympatico.msn.ca/category/shp/?bCatID=11,ptnrid=176,ptnr data=081801 ________________________________________________________________________ _______ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org ________________________________________________________________________ _______ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org ________________________________________________________________________ _______ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org
