Look in the areas of the Appalachian Mountains and you could find many
small towns which would love to have a new business move nearby and
stimulate jobs.
Well ... you could find Americans in Hayseed county willing to work
in a call center for cheap but not even CLOSE to what they'll work
for in India, China and the Philippines. Plus you have American
taxes, and healthcare and ... you name it. It's a little more
expensive here in the US & Europe, because we have a lot of rules
about how you can treat people, that developing countries simply
don't have.
It sounds harsh, but BMC doesn't appear to be willing to pay the
price-tag associated with treating their support helpdesk people the
way they, themselves expect to be treated in their own country.
Overseas manpower is cheap for a reason.
Given how niche of a market Remedy is ... for how incredibly large
the price-tag for Remedy ... for how pricey SUPPORT, ITSELF IS (which
is separate from the actual licensing) ... I simply can't believe
that there isn't the profit margin to afford to hire quality, native
English language support inside the US or EU.
I can almost forgive companies like Dell and Linksys for outsourcing,
because they're in a commodity market, Their products are cheap as
hell, and they're being squeezed from all sides economically. I
really can't see how this is the case for BMC.
Wal-mart does not sell Remedy servers.
You can try and spin it any way you like, but the bottom line is greed.
Regardless of how good or bad the overseas support actually is, THAT
is what pisses everyone off.
-Andrew
On Nov 6, 2007, at 12:22 PM, FRANK, GORDON CTR DISA JSSC wrote:
Classification: UNCLASSIFIED
Caveats: NONE
Answer: Competitive edge is what the USA is all about.
However, there are many remote areas in the USA which could use a
"shot
in the arm" with a "Help Desk" office. I come from a rural background
and many rural areas could supply help desk personnel for probably the
same rates. I really don't understand why no one has thought of this.
Look in the areas of the Appalachian Mountains and you could find many
small towns which would love to have a new business move nearby and
stimulate jobs.
Of course Northern Texas would still be hard to understand. Just
kidding
Chris :)
Gordon Frank
DISA\Verizon FNS
-----Original Message-----
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of T. Dee
Sent: Tuesday, November 06, 2007 12:52 PM
To: arslist@ARSLIST.ORG
Subject: OT-Support Question - Whine - Rant - Ignore me!
I find the hardest thing with support is the language barrier. The
support staff are very nice, but the language barrier does make it
difficult.
Don't know why Remedy had to outsource.
---------------------------------
Does anyone find it as annoying as I do that when you submit a
ticket to
Support, you almost always get a request back that asks these
questions?
What Remedy products are you using? Version and
patch
levels?
What is your system environment, OS, DB, etc,?
When you submit a ticket, you select the server and along with it what
is installed on it. How hard it is for them to look?? Granted, I
normally think ahead and put it in my ticket. This time I didn't.
Grrrrrrr.
ARS 6.3 Patch 18
HD 6.0
Oracle 10 w/9 libraries
Oracle lives on a remote server
Windows 2003 4 gig on app server and 8 gig on DB server
Claire Sanford
Information Systems Division
Memorial Hermann Healthcare System
Phone: 713 448 6035
[EMAIL PROTECTED]
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Classification: UNCLASSIFIED
Caveats: NONE
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