Uh, Ummmm... the person who is looking at BMC is not currently interested in what the customers think, But then sometimes I wonder about the current administration... but I digress, so I would not be keen on the thought the next purchaser will be better, because historically that really rarely happens. IMHO
On Mon, Jun 11, 2012 at 3:02 PM, Ortega, Jesus A < jesus.ort...@lyondellbasell.com> wrote: > 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 > > > -- Patrick Zandi _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
