One way BMC promotes is for customers to work with BMC partners that have a certified support group I know that EMS and Column have this capability. The Partner is to work level 1 issues and use their knowledge and the Knowledge Base to close the issue. If it needs to go to level 2 they then submit a ticket to BMC Support. -----Original Message----- From: [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Wed, 18 Apr 2007 2:10 PM Subject: New Support Policy?
** The trail is becoming more twisted… Apparently, when you now call the BMC support center with a new issue, you no longer speak to a support technician. Instead, you speak to someone who takes some cursory notes and creates a ticket for you. Basically, it is the same thing as if you were to go online via Remedy support and create your own ticket. I remember previous to this, you got someone who could not speak very good English and would attempt to solve your problem with the limited knowledge they had and would then TEXT MESSAGE the BMC support engineer you previously were able to speak directly to. Add the fact that the on-line Remedy knowledge base is incredibly slow to search and retrieve and you basically complete the poor support. We are paying thousands and thousands of dollars for incredibly poor support that seems to continuously get worse. What is next? I am seriously considering utilizing a non-BMC service center for support. I am told at one vendor, the technicians go through a certification program. You get the same person each time you call so they get to become familiar with you. Does anyone have any good (or bad) experiences with non-BMC service center vendors? Sorry for venting, but enough is enough! Bruce Wilson C&S Remedy Administrator Norfolk Southern Corporation Atlanta, GA __20060125_______________________This posting was submitted with HTML in it___ ________________________________________________________________________ AOL now offers free email to everyone. Find out more about what's free from AOL at AOL.com. _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
