I receive surveys regularly. On the last survey I gave everything a 1. It asked would I like to be contacted by BMC Support regarding my response, I replied Yes. Never heard from them again. I had escalated the issue to the manager, but nothing much happened anyway, so I just closed the ticket instead of wasting my time.
Shafqat Ayaz >________________________________ > From: David Durling <durl...@uga.edu> >To: arslist@ARSLIST.ORG >Sent: Tuesday, June 5, 2012 4:24 PM >Subject: Re: Support - An open letter to BMC - surveys? > >I've received several surveys. (I admit I've only responded to some, though.) > >David Durling >University of Georgia > >> -----Original Message----- >> From: Action Request System discussion list(ARSList) >> [mailto:arslist@ARSLIST.ORG] On Behalf Of Goodall, Andrew C >> Sent: Tuesday, June 05, 2012 11:22 AM >> 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 >> >> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_ >> Private and confidential as detailed here . 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 >> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_ >> >> __________________________________________________________ >> _____________________ >> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org >> attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are" >> The information transmitted is intended only for the person or entity to >> which it is addressed and may contain confidential and/or privileged >> material. If the reader of this message is not the intended recipient, >> you are hereby notified that your access is unauthorized, and any review, >> dissemination, distribution or copying of this message including any >> attachments is strictly prohibited. If you are not the intended >> recipient, please contact the sender and delete the material from any >> computer. >> >> >> __________________________________________________________ >> _____________________ >> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org >> attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are" > >_______________________________________________________________________________ >UNSUBSCRIBE or access ARSlist Archives at www.arslist.org >attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are" > > > _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
