Anthony,
I'm pretty sure that there's plenty of development work being done in
India. Wasn't EIE was built there? Or maybe it's just supported there?
Part of this thread was about how many open positions are available in
India. I'm assuming that they're not all for support positions.
It would be pretty easy to turn this thread into one about what I consider
to be the H1-B visa scam, but I won't do that. :-)
Drew
On Tue, 18
Sep 2007, Anthony K R wrote:
Problem with Indian accent/support? - That's just one concern; Most of our
issues goes to L3 support, which I think the responsibility of the development
team outside India. I do not think the core development is being done in Indian
office, so right information may not be there!.
Just nice English? - Big problem; Na?ve & misguiding instructions, repeated log
file upload, long wait for months!!
Looks like bmc itself wants to do the work which we are doing.
Regards,
Anthony
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED]
On Behalf Of Rick Cook
Sent: Saturday, September 15, 2007 8:51 PM
To: arslist@ARSLIST.ORG
Subject: Re: BMC Support
**
Sounds like you and I are attempting to work with the same tech. I couldn't
even get him to READ the original results file I sent him that showed that some
permissions weren't being migrated. Instead, he asked me to delete my cached
files - during the week I was doing migrations to other servers. Like I had an
extra 2 hours per server to rebuild them.
I almost look forward to issues with ITSM, because, despite the flaws in the
product, the support experts are long-time Remedy support people like Steve
Seitz and Jesse Richardson, who speak perfect English and are available during
OUR working hours. They understand the product, the problem, and how to
resolve it quickly, AND they respect the fact that I'm not a newbie who needs
to have his time wasted being told how to log in - we can cut right to the
chase. Pity that BMC doesn't seem to see the same value in that combination of
skills that their customers do.
Rick
________________________________
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED]
On Behalf Of Veronica Soriano
Sent: Friday, September 14, 2007 7:57 PM
To: arslist@ARSLIST.ORG
Subject: Re: BMC Support
** My experience recently with Support of Migrator is going in the same
direction as Warrens. I've answered the same questions over and over again.
I've been sent in directions to resolve the issue with solutions for a version
of AR Server that is not installed and won't be installed. The issue is being
handled in India and I only have access to the tech at around 7 and 9am. I
called tech support asking to speak with someone else and they said the next
available rep would call me back... I get a call from the tech support person
that has been working my problem all along the next day. Again, he asked the
same questions and then emailed for me to send the same information I have sent
over and over.
So in response that this 'wasn't true'... my experience proves it is.
Veronica Soriano [EMAIL PROTECTED]
________________________________
Date: Fri, 14 Sep 2007 16:53:41 -0400
From: [EMAIL PROTECTED]
Subject: Re: BMC Support
To: arslist@ARSLIST.ORG
**
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*
------------------------------
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