Back in the California days the level one support actually could help resolve some incidents. They had a knowledge of the product and good institutional knowledge. Now the call center in Pune, or wherever it is in India, seems to recruit college kids who know nothing about Remedy and read from scripts. I got so fed up with it that I pushed my organization to change support providers. We moved in September and it is nice to be able to call someone that I don't have to repeat myself to several times or resort to email to get my point across. However, when this new organization gets stuck we are sent back to Black Hole of BMC support , where our incident languishes for weeks waiting on an engineer to become available. They seem to have a huge shortage of level three engineers. I believe that is why they stall us by trying to get endless log files and asking that we perform tests in production, during work hours. My suggestion to BMC is to hire more level three engineers in the USA. I don't mind working with the Indians, but I have a much easier time working with someone who is on this side of the globe and is not fighting sleep and the language.
Hopefully whoever ends up buying BMC in the near future will take this into consideration and devise a better support model for us. Jesus Ortega Senior II, Implementation Engineer LyondellBasell Industries -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of David M. Clark Sent: Wednesday, June 06, 2012 11:43 AM To: arslist@ARSLIST.ORG Subject: Re: Support - An open letter to BMC The old California Remedy "HelpDesk" was great. The off-shored BMC "Call Center" never was and still isn't. At this point I really don't see anything changing about that. Call me a pessimist, but history is what it is. -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Sanford, Claire Sent: Wednesday, June 06, 2012 11:30 AM To: arslist@ARSLIST.ORG Subject: Re: Support - An open letter to BMC Honestly... if you get someone in Austin, Atlanta, or California, you will get your ticket resolved and in a manner that speaks to the old Remedy support ways! I've had fantastic support from Russ, Max, Dolly, Dan, Doug... wow! They have a lot of D names there! Paula is a top notch manager! She gets results! -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of d...@wwrug.com Sent: Wednesday, June 06, 2012 11:18 AM To: arslist@ARSLIST.ORG Subject: Re: Support - An open letter to BMC I thought a cage match would do the trick :-) I think that face to face conversations add a lot. Even when Remedy support and quality were at their lowest (and I have heard arguments that that was still way above the bar at BMC up until now), and the VP of Worldwide Support was at the conference, metal detectors were not required. However, after listening in person, some attitudes changed and the results were win-win-win. Support and quality improved, they were perceived as improved, and everyone gained. For a few years .... Daniel -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Tommy Morris Sent: June 6, 2012 12:03 PM To: arslist@ARSLIST.ORG Subject: Re: Support - An open letter to BMC Daniel, are you going to have security check for pitchforks and torches? -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of arslist Sent: Wednesday, June 06, 2012 11:01 AM To: arslist@ARSLIST.ORG Subject: Re: Support - An open letter to BMC Hi Jay, Would you be willing to stop by the WWRUG12 in October so you can talk in person to the folks having problems with Support? Daniel -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Jay Shankar Sent: June 6, 2012 1:34 AM To: arslist@ARSLIST.ORG Subject: Re: Support - An open letter to BMC We understand your frustration and apologize for the poor customer experience regarding this issue. Our process is to validate with you the information in your customer profile and we did not do that in this case. We are working with our team to better utilize the information provided and ask only the necessary information to troubleshoot issues. We always want to hear how we can improve our support services, so please continue to fill out the surveys and provide feedback directly. Jay Shankar Vice President Customer Support - Americas BMC Software _______________________________________________________________________________ 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" _______________________________________________________________________________ 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" Information contained in this email is subject to the disclaimer found by clicking on the following link: http://www.lyondellbasell.com/Footer/Disclaimer/ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"