Yup, I always answer to those surveys, although I have a few opinions about
those surveys as well as some of them tend to have questions that contradict
each other in a way.. One could potentially argue that those were
intentionally designed that way to separate honest opinions from someone who
just fills up a survey cause they have nothing better to do at that time..
Even so I think that beats the purpose of such a survey as mostly support
driven surveys are usually answered by those who do want to provide with
meaningful responses either because their experience had been horrifying or
just simply the best that they wanted to say something about it..
Having questions that contradict each other in these surveys beats the point
of these surveys..
Joe
-----Original Message-----
From: Goodall, Andrew C
Sent: Tuesday, June 05, 2012 11:22 AM Newsgroups:
public.remedy.arsystem.general
To: arslist@ARSLIST.ORG
Subject: Re: Support - An open letter to BMC - surveys?
On a separate but related note...
On the ending sign off of all bmc support emails I receive it states:
" Customer feedback is very important to BMC Support and you may receive a
survey request on this issue. I would appreciate your response to this
survey based on the handling of this specific incident as your feedback is
important to BMC Support and is used to assess my performance."
But I have never received a survey, since the creation of my support id, BMC
have closed 257 issues from me.
Has anyone received one of these surveys? I was thinking that in the course
of opening 250+ issues you think I might have received 1 survey :)
-----Original Message-----
From: Action Request System discussion list(ARSList)
[mailto:arslist@arslist.org] On Behalf Of pritch
Sent: Tuesday, June 05, 2012 10:10 AM
To: arslist@arslist.org
Subject: Re: Support - An open letter to BMC
We're kind of tied into having to pay for support in order to be able to get
patches and upgrades. So they have us by the ..... There's absolutely no
incentive (negative or positive) to improving their support.
----- Original Message -----
From: "Warren R. Baltimore II" <warrenbaltim...@gmail.com>
To: arslist@ARSLIST.ORG
Sent: Tuesday, June 5, 2012 11:02:11 AM
Subject: Re: Support - An open letter to BMC
** 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
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
--
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
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