Hi Barry,
One of the more notable issues is that the KBs that we can see, and the
KBs the support staff sees are not the same. They see a far more robust KB
database. Often I had been asked "did you check the KBs?" I finally had
someone webex, and we looked at it from my login, and they were surprised at
what poor offerings we get. BTW..... Carmen is really a joy to work with
when you call the support line.
Best Regards,
Tom Altamore
----- Original Message -----
From: Warren Baltimore
Date: Monday, December 11, 2006 11:38 am
Subject: Re: OT-RE: BMC SupportWeb is GARBAGE
To: arslist@ARSLIST.ORG
> OK, since I started this (talk about trolling.....)
>
> Let me say that I have continued to have some pretty good contacts
> with folks inside Remedy.... In fact, right after I wrote the
> original post, I called support (I hadn't made a call to support
> in a
> LONG time, always used the web) and immediately got Carmen. She
> walked through the issue I was having, we made some mutual discovery's
> along the way, and she got my problem resolved immediately. My issues
> have strictly been at a corporate/direction and process level. And
> yes, as I stated earlier, the support web site...it's truly garbage!
>
> Never thought I'd miss the old KB.
>
> On 12/11/06, Barry Lindstrom wrote:
> > Gee...If this is Off Topic, what is on?
> >
> > The web site may suck, but it's the changes to the underlying
> support> organization that concern me.
> >
> > I used to(pre BMC Userworld 06) be able to pick up the phone
> and call
> > Remedy tech support with a 50/50 chance of getting an answer
> to my
> > question. AND, if I the person on the other end of the phone
> didn't have
> > the answer, they took it as a personal challenge to find
> somebody who knew
> > and get that info back to me.
> >
> > The first time I called BMC Tech Support(post BMC Userworld
> 06), I got a
> > BMC support person that didn't seem to understand the issue
> and didn't
> > seem to care about finding an answer.
> >
> > I tried a second time about a month later with the same result.
> >
> > Since it appears the players behind "Remedy" tech support are
> now so BMC
> > centric that they can't support us, the value of this forum
> has just
> > increased exponentially. Perhaps, it's time for an ARSList IPO.
> >
> > Barry Lindstrom
> > Certifiable ARJ
> >
> >
> >
> >
> _______________________________________________________________________________>
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the
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> >
>
>
> --
> Warren R. Baltimore II
> Remedy Developer
> UW Medicine IT Services
> School of Medicine
> University of Washington
> Box 358220
> 1325 Fourth Ave, Suite 2000
> Seattle, WA 98101
>
> The opinions expressed in this e-mail are in no way those of the
> University of Washington, or the State of Washington. They are my
> own.
>
> _______________________________________________________________________________
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
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