And there lies the problem. If we don't pay support, we lose so much. As consumers of this product, we are between the proverbial Rock and a Hard Spot!
On Tue, Jun 5, 2012 at 10:57 AM, John Sundberg < john.sundb...@kineticdata.com> wrote: > ** Until it hurts the pocketbook - NOTHING WILL BE DONE!!!. > > So - question is -- how do you make it hurt the pocketbook? > > > > -John > > > > > On Tue, Jun 5, 2012 at 8:49 AM, Pierson, Shawn <shawn.pier...@sug.com>wrote: > >> ** >> >> Perhaps a good alternative would be if BMC somehow made a volunteer-based >> support forum that could take the place of their offshore support. They >> could somehow anonymize the contact data to where you don’t actually know >> who the person you are dealing with is, and they could use this new >> gamification trend to pay the volunteers based on what happens.**** >> >> ** ** >> >> For example, pay a small fee to people who resolve a certain type of >> issue quickly by leveraging the knowledge base. You get paid more if you >> solve an issue that isn’t in the knowledge base and you submit a knowledge >> base entry that is approved by a BMC technical rep of some sort. >> Identifying new defects in the product (also requiring a technical >> approval) results in a certain amount of pay, while solving that defect >> with a working hotfix results in a larger amount. There would also be >> customer support surveys like BMC used to do, which would also be used as a >> factor in how much the individual makes (which should also ensure the >> person working on the issue is timely and courteous.)**** >> >> ** ** >> >> This would allow BMC to mostly get rid of Tier 1 for web-based >> non-critical tickets, and it would get them access to better people who may >> otherwise have day jobs that just want to solve issues for a bit of extra >> cash after hours. **** >> >> ** ** >> >> Thanks,**** >> >> ** ** >> >> *Shawn Pierson * >> >> Remedy Developer | Energy Transfer**** >> >> ** ** >> >> *From:* Action Request System discussion list(ARSList) [mailto: >> arslist@ARSLIST.ORG] *On Behalf Of *Warren R. Baltimore II >> *Sent:* Tuesday, June 05, 2012 7:43 AM >> *To:* arslist@ARSLIST.ORG >> *Subject:* Support - An open letter to BMC**** >> >> ** ** >> >> ** **** >> >> Once again, I have submitted a ticket that has an abundance of >> information regarding my problem.**** >> >> **** >> >> It lists the ARS version and patch**** >> >> It lists the Server type and OS**** >> >> It lists the Db and version**** >> >> It gives a succinct description of the issue**** >> >> **** >> >> I then received a response almost 45 minutes later (which I was quite >> pleased with! Quick Turn around!)**** >> >> **** >> >> After reading the response, I was tempted to buy a ticket to wherever the >> hell support was and deliver my feelings in person!**** >> >> **** >> >> Response follows:**** >> >> **** >> >> *Hi Warren,** >> >> Thank you for contacting BMC Remedy Support. >> >> Our goal at BMC is to provide you with an excellent customer service >> experience. If for any reason you feel this issue is not progressing >> properly, please discuss it with me or feel free to contact our Support >> Manager ************* at ************ <************@bmc.com>@bmc.com >> >> I am ********** and I shall be assisting you with this issue. >> >> This mail is regarding Issue "ISS03967224"with issue summary as: "I am >> unable to search for a join of 3 forms utilizing the Request ID field." >> >> --------------------------------------------------------- >> Thanks for the initial information. >> >> I tried to call you unfortunately reached VM. >> >> In order to fully understand the affected environment and narrow down the >> possibilities, please address the following for me: >> >> 1) What is the AR Server version & Patch level? >> 2) What is the OS and version that the Remedy environment is installed on? >> 3) What database and version does the AR Server use? Is it local or >> remote to the AR Server installation? >> 4) Have you upgraded your environment? If yes then from which version >> please specify? >> 5) Have you done any customization? Please explain? >> 6) When you are getting the error? >> 7) What is the exact error message you are getting >> --------------------------------------------------------- >> Please send me the information at your earliest, it will help me to >> investigate issue further. >> >> Kindly let me know if you have any concerns on this issue. >> >> * >> My response was blunt:**** >> >> **** >> >> *With the exception of question 5, I answered EVERY question in the >> ticket. ** >> >> Question 5: we have not upgraded. >> >> As to customization, lightly. You will notice that this is a join I >> built!***** >> >> ___________________________________________**** >> >> **** >> >> This has been indicative of support for about the last 6 or so years >> (whenever it was off shored). Support techs seem to read from a script. >> Based on what I was seeing, I suspect that this particular tech was reading >> only the description in a notification and not from the actual support >> request.**** >> >> **** >> >> I don't think I blame the techs. I suspect that they are all hard >> working people who get lousy pay and little training.**** >> >> **** >> >> I remember sitting in a hall some years back (San Jose perhaps) and being >> told by BMC how it was going to be so wonderful when they offshore >> support. All of the domestic support people would be moved to different >> parts of the structure to utilize that wonderful institutional knowledge >> they had, and the new support staff would be given all the training and >> support they needed to maintain a high level of support....**** >> >> **** >> >> It hasn't worked out that way. 2 years after BMC pulled the trigger, >> support was so bad that I ended up in an hour long phone conversation with >> the individual who was tasked with managing that operation (I wish I could >> remember his name). I expressed my concerns and found that for the most >> part, he agreed with my assessment! The term he used at the time to >> describe where BMC had found themselves was that the trigger had been >> pulled, the deed was done and there was no going back! So here we are, >> **** >> >> **** >> >> I am not saying that every time I have dealt with support that it is >> always a disaster, it isn't. As with any organization, there are bright >> spots. Every tech I deal with seems to have a genuine desire to help. But >> the process does not work, and the knowledge isn't always what it should >> be. And (perhaps the biggest sin in my mind), the tool that they should be >> using isn't utilized! Why do we take the time to fill out all of the data >> in the support request that they request if they are not even going to >> bother reading it????**** >> >> **** >> >> What's the solution? I'm not sure. But the current system isn't working. >> **** >> >> **** >> >> Warren R. Baltimore II**** >> >> Remedy Developer since ARS 3.2**** >> >> 410-533-5367**** >> >> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_ **** >> Private and confidential as detailed >> here<http://www.sug.com/disclaimers/default.htm#Mail>. >> If you cannot access hyperlink, please e-mail sender. >> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_ >> > > > > -- > > *John Sundberg* > Kinetic Data, Inc. > "Your Business. Your Process." > *WWRUG10 Best Customer Service/Support Award* > *WWRUG09 Innovator of the Year Award* > * > * > 651-556-0930 I john.sundb...@kineticdata.com > www.kineticdata.com I community.kineticdata.com > > > > _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_ > -- Warren R. Baltimore II Remedy Developer 410-533-5367 _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
