Hi Shawn, 6 months ago I probably could have written the same email as you have. My recent experience has been quite positive. On the education side, I sent an email asking a questions and it became a 8 email in 20 minute question and answer session about the upcoming 7.5 training and what "I" needed to do based on my prior training. I do have a new sales rep and when I need him he's been there. Better still he is fairly local (same State) and not in Texas. I have also gained much more confidence in the support team as they have been quicker to respond and have had good answers and follow up to make sure what they recommended was the solution.
If I were you I would call BMC and file a missing (sales) person report. Mark ________________________________ From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Pierson, Shawn Sent: Tuesday, August 04, 2009 11:06 AM To: arslist@ARSLIST.ORG Subject: OT: The case of the disappearing BMC sales rep Good morning, After a few weeks of struggling to get in contact with someone (I escalated this to upper I.T. management to see if they would fare any better) today we discovered that our BMC sales rep is no longer with the company. Nobody notified us, his emails just bounced back, his phone numbers gave errors, and there was no indication that we no longer had a sales rep. Is this a common occurrence with BMC now? Based on the difficulties we've had dealing with BMC both from the training side, the support side and now from the sales side, I'm wondering what the future is of the company. I haven't heard any rumors of either BMC being looked at for a purchase by a larger company or of BMC looking to sell off Remedy, but they don't seem to be acting like a company that seeks to grow their software sales or maintain existing customers. Is my company the only one having these types of issues or is this a widespread problem? Oh, and a P.S. - Despite these problems, some vendors are even worse. There is another application I support where the tickets are closed out without the vendor ever even responding to me, and where it appears they lost any record of us paying them for support. I know there is much worse than what BMC is doing right now, but the Remedy suite is my bread and butter and I want to see it grow rather than decline due to bad corporate decisions. Thanks, Shawn Pierson Remedy Developer | Southern Union Private and confidential as detailed here<http://www.sug.com/disclaimers/default.htm#Mail>. If you cannot access hyperlink, please e-mail sender. _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers Are"_ ________________________________ This e-mail is the property of NaviSite, Inc. It is intended only for the person or entity to which it is addressed and may contain information that is privileged, confidential, or otherwise protected from disclosure. Distribution or copying of this e-mail, or the information contained herein, to anyone other than the intended recipient is prohibited. _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: "Where the Answers Are"
