Ladies and Gentlemen, I often write in support of BMC's support team. I find that I receive exceptional support from BMC. I know that I have generally received a different support experience than most, but the truth is that you get what you pay for. I have worked in the IT industry for many years and find that BMC's support model is not that different from any other IT vendor. The customers who want higher levels of service pay a premium for them. If you cannot afford or otherwise choose not to obtain these higher levels of service you get the basics. One fact that is often overlooked is that BMC has many open positions in support and has a hard filling them. If a company cannot fill these types of positions, do you blame them for taking the work to areas of the world which are yearning for high tech opportunities?
My support engineer is from India. He not only speaks English well, but he probably speaks it better than most of the people in the US. He has a great customer support focus and exceeds our expectations at every turn. To get this service we pay extra and it is worth every penny. At the end of the day, I find that BMC as a whole seems to have people which care about its customers and is constantly trying to do things to make our experiences better. This last week I have had direct access to people who make decisions at BMC and they spent countless hours listening to me ramble on about my petty problems. When was the last time an executive from Microsoft has given you that audience or cared about your problems? The thing that I think makes BMC stand out is their people. The tools are pretty good as well. Kelly -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Axton Sent: Tuesday, November 06, 2007 13:33 To: arslist@ARSLIST.ORG Subject: Re: OT-Support Question - Whine - Rant - Ignore me! (UNCLASSIFIED) To some degree this is true. In a competitive market, companies will do whatever they can, legally (most of the time), to remain competitive. This means that when one company dips to new lows, others will typically follow if it works. Unfortunately, it doesn't seem to work the other way; when companies operate at a higher level, they are eaten by their competitors because they can not remain competitive. This is why we have laws in place to regulate certain types of actions and practices. Laws are intended to set the minimum at which entities are expected to act. Sometimes it becomes necessary for the government to become involved by either raising or lowering the bar so far as the minimum of what is acceptable (legal). There are arguments on both sides of this dichotomy: - there are only so many skilled workers of a given type in a given geographical region - there are large discrepancies in what is required in terms of compensation for different geographical regions (10USD/day vs. 10USD/hr) - reputation - which takes a long time to build and only a moment to destroy (this seems to be undervalued these days, probably because there is no way to easily correlate a price tag to it) - quality - there are good people on both sides of the pond; practical experience, language barriers, time differences, etc. tend to be impact people's perception of quality Axton Grams On Nov 6, 2007 2:03 PM, Kaiser Norm E CIV USAF 96 CS/SCCE <[EMAIL PROTECTED]> wrote: > >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. > > It's not harsh at all. Outsourcing jobs from Europe and the US to > places like India and the Philippines is, quite simply, the new form > of serfdom. I don't care who does it--it's just an under-the-table > trick to avoid having to abide by modern fair labor laws. You know, > the ones about minimum wage, workman's comp, safe workplaces, etc. > > >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. > > Of course they can afford it! They simply choose not to. By > outsourcing, you increase company profits in the short-term. That > drives the stock price up (temporarily) and allows top executives to > qualify for their annual performance bonuses. > > Do I sound cynical? Maybe. But I guarantee you this is true. > > ______________________________________________________________________ > _________ > > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum > Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" > ________________________________________________________________________ _______ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
