That's great, Dave. Perhaps BMC could restore some of the information they USED to have on the support site regarding escalation manager contact points. I know most of the ones they used to have, but who knows who's still there any more. If some of what we're saying here is based on false assumptions, the way for them to fix that is by telling us what they're doing about the problems - and then back that up with some measurable indicators of success from the customer's point of view. That helps us to know that they're listening and that they're fixing the problem(s). I look forward to that type of response. Rick _____
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Shellman, David Sent: Friday, September 14, 2007 1:54 PM To: arslist@ARSLIST.ORG Subject: Re: BMC Support ** I have been in touch with an individual (not Doug) at BMC/Remedy concerning this thread. He called me two or three months ago concerning issues I was seeing in general. I sent him an email about the statement that was in Warren's email. I immediately got a call. I think my finger had barely come of the mouse button. He said that it wasn't true. BMC/Remedy support is making changes to address many of these concerns. I forwarded Warren's email to him along with the slew that came in over the last few minutes. I also suggested that BMC/Remedy make some kind of statement concerning support, escalation processes, etc to help us understand our rights. Dave _____ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of [EMAIL PROTECTED] Sent: Friday, September 14, 2007 4:42 PM To: arslist@ARSLIST.ORG Subject: Re: BMC Support ** Hi Warren, The Fast Track support is now an utter farce. We used to have Remedy's Express Support where we were contacted in 4 hours or less, usually far less. Now there are different tears of Fast-Track I am not sure but I think its like this... Low priority tear... whenever or 12 hours whichever comes last. Then the Medium tears 8 - 12 hours, then the High tears... 4-8 hours, and finally critical tears 4 hours or less. All of which has us shedding tears for the former service excellence we once experienced. When we looked at ITSM7 and ESS the point our BMC rep pushed was that we could count on their support. That may have been true in the past but now.... well when we had some troubles recently and could no longer wait on our fast-track support Bouyant's people stepped up to the plate as a courtesy. Good thing they couldn't be relied on like BMC to make us wait for an email. They just conference called and got to the root of the matter. Gidd you're a model of inefficiency lol. Lately under Jorge Batista they are making an effort, but the blame I believe falls higher up for this new Fast Track policy. Its awful business and awfully bad for the customer. Its not pushing customers to find a channel partner for support, but rather a new application entirely. They need wise up soon. Best Regards, Tom Altamore ----- Original Message ----- From: Warren Baltimore Date: Friday, September 14, 2007 3:10 pm Subject: Re: BMC Support To: arslist@ARSLIST.ORG > Ron, > > That sounds eerily familar! > > I know that I'll be bringing this up at UserWorld. I hope > others do as > well.... > > BMC is doing a pretty good job of draining Remedy dry.... > > Really building up the good will guys! Way to go! > > Warren > > > On 9/14/07, Smith, Ron wrote: > > > > ** > > > > Warren, > > > > I feel your pain. I had an issue with setting up the Email > Engine for > > Incoming emails. It would just stop for no apparent reason. > I was using > > the MAPI protocol and Outlook 2000 as the mail client on the > server. I was > > told that all of the engineers for Email Engine were in India. > When it was > > email communication, it was in broken English. I escalated > this through my > > account rep to get someone to talk with on the phone. Not > much better with > > the accent, plus they only wanted to work with me at 7AM > Pacific time. That > > is the time I get to work, and like most people, you have some > things to get > > through just to start your day. I sent log file after log > file. Still no > > answer to my problem. I suspected that I needed to upgrade > the email client > > to Outlook 2003, but no one could ever give me a confirmation. > The > > interaction went on for about 3 months. I kept firing off > escalation emails > > to my account rep, and she kept escalating on their end. > Needless to say, > > on recommendation from my Email Administrator, I upgraded to > Outlook 2003 > > and the problem magically went away. Imagine that, solved my > own problem > > after 3 months of misery with support. So I am just a little > unhappy with > > the current state of support. > > > > > > > > Also, has anyone else noticed that if you call the support > line, you do > > not get the option to go to the area you are having a problem > with, but you > > get a dispatch tech that takes the information and sends it on > to Tier 1 > > support. Then the first response is an email. A problem that > can be > > resolved in about 20 - 30 minutes now takes going on 4 days > with only email > > exchanges. > > > > > > > > For what we pay, I don't feel very supported. > > > > > > > > Maybe they are listening. > > > > > > > > *Ron Smith* > > *Remedy/Web Developer* > > *Providence** Health System OR* > > [EMAIL PROTECTED] > > *503-216-7866* > > ------------------------------ > > > > *From:* Action Request System discussion list(ARSList) [mailto: > > [EMAIL PROTECTED] *On Behalf Of *Warren Baltimore > > *Sent:* Friday, September 14, 2007 12:11 PM > > *To:* arslist@ARSLIST.ORG > > *Subject:* BMC Support > > > > > > > > ** > > > > Question to my fellow "Fasttrack" support people. > > > > > > > > How would you rate the current service that you are getting > from BMC? Has > > anybody had trouble getting to a US technician when you have a > problem> understanding the overseas tech? > > > > -- > > 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. > > > > __20060125_______________________This posting was submitted > with HTML in > > it___ > > > > DISCLAIMER: > > This message is intended for the sole use of the addressee, > and may > > contain information that is privileged, confidential and > exempt from > > disclosure under applicable law. If you are not the addressee > you are hereby > > notified that you may not use, copy, disclose, or distribute > to anyone the > > message or any information contained in the message. If you > have received > > this message in error, please immediately advise the sender by > reply email > > and delete this message. > > __20060125_______________________This posting was submitted > with HTML in > > it___ > > > > > > -- > 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 > Universityof Washington, or the State of Washington. They are > my own. > > ____________________________________________________________________________ ___ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > ARSlist:"Where the Answers Are" > __20060125_______________________This posting was submitted with HTML in it___ __20060125_______________________This posting was submitted with HTML in it___ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
