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 > Answers Are" > > > > > -- > 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 > ARSlist:"Where the Answers Are" > _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"