I truly hope it is productive. I have worked with this product for to long. I've got a lot invested in it. I've seen Support at it's best and at it's worse. Currently, they have MUCH work to do. But they are not the worst I've seen it (dirty bird). I will continue to give feedback and work with BMC to help them improve. That was the whole point of this discussion. Sometimes, you have to stand on a chair and wave your hands around and hop up and down to get someone to notice!
I've never been shy about things like that.... But it does take a while to push me to that point.... Thanks everyone for the comments and support. It's truly an enjoyable forum to be a part of. On Tue, Jun 12, 2012 at 1:50 PM, Tommy Morris <tommy.mor...@pinebreeze.com>wrote: > ** > > This might earn the longest / most productive ARS thread at RUG this year. > **** > > ** ** > > *From:* Action Request System discussion list(ARSList) [mailto: > arslist@ARSLIST.ORG] *On Behalf Of *matt.laurenc...@gmail.com > *Sent:* Tuesday, June 12, 2012 12:40 PM > > *To:* arslist@ARSLIST.ORG > *Subject:* Re: Support - An open letter to BMC**** > > ** ** > > ** Thanks Claire, great to hear these words from you. > > The folks from Support I interact with are really playing ball, and want > to improve Customer Experience. > > Warren, you spawned a very healthy conversation, that is heared at the > highest level within BMC Support and BMC as a whole. > > Take care, > > ~ Matt Laurenceau > Sr Community Ambassador, BMC Communities > http://bit.ly/MattProfiles > Skype: matt.laurenceau > > > ----- Reply message ----- > From: "Sanford, Claire" <claire.sanf...@memorialhermann.org> > To: <arslist@ARSLIST.ORG> > Subject: Support - An open letter to BMC > Date: Tue, Jun 12, 2012 17:30 > > > In the past 3 months there have been MANY changes in the BMC Support > realm. I have talked to some of the staff and a manager or two and I think > some of the changes will make us (the Remedy People) happy once they all > get into the "groove". Manager shifts, team member shifts, a more > realistic view of the customer experience. > > (I think Warren will get the award for the longest thread this year! At > the rate this one is going...) > > -----Original Message----- > From: Action Request System discussion list(ARSList) > [mailto:arslist@ARSLIST.ORG] On Behalf Of Shellman, David > Sent: Monday, June 11, 2012 3:26 PM > To: arslist@ARSLIST.ORG > Subject: Re: Support - An open letter to BMC > > No they are not. This was several years ago. Different Changes have > occurred since then. > > Dave > > On Jun 11, 2012, at 4:07 PM, "richard....@bwc.state.oh.us" < > richard....@bwc.state.oh.us> wrote: > > > I think the changes that have been made are what the > > discussions are about.... > > > > -----Original Message----- > > From: Action Request System discussion list(ARSList) > [mailto:arslist@ARSLIST.ORG] On Behalf Of Shellman, David > > Sent: Monday, June 11, 2012 3:59 PM > > To: arslist@ARSLIST.ORG > > Subject: Re: Support - An open letter to BMC > > > > I have spoken to Jay in the past. She is a caring individual that > listens to what I/we have to say. There were many changes made within > support after those discussions many years ago. > > > > I look forward to speaking to her again. > > > > Dave > > > > -----Original Message----- > > From: Action Request System discussion list(ARSList) > [mailto:arslist@ARSLIST.ORG] On Behalf Of Francois Seegers > > Sent: Monday, June 11, 2012 3:20 PM > > To: arslist@ARSLIST.ORG > > Subject: Re: Support - An open letter to BMC > > > > Hi All; > > > > If I can bounce my 1 cent worth :-) > > > > I think we will all agree since the release of 7.6 to 7.6.4 SP3 there > have been more issue than positive feedback to concentrate on resolving. I > have been analyzing and trying to troubleshoot issues on these releases > since its release together with BMC and just as you think the issue is > resolve after applying a hotfix then something else occur...and so it > continues... > > > > I would say that if BMC and us do not test version 8 properly then we > will have further customer dissatisfaction and they will lose further > interest/buy in or trust in the product. The question I would say is "How > can we turn this around in a positive way or approach?" > > > > As Daniel asked Jay if he can be at the WWRUG, this will be first price > because then all can share in the global plan to get the product support > and releases back to its old stable standard/state competing on its own in > the market :-) > > > > Regards > > Francois > > > > -----Original Message----- > > From: Action Request System discussion list(ARSList) > [mailto:arslist@ARSLIST.ORG] On Behalf Of Ortega, Jesus A > > Sent: Monday, June 11, 2012 9:03 PM > > To: arslist@ARSLIST.ORG > > Subject: Re: Support - An open letter to BMC > > > > 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" > > > > ________________________________ > > > > Blue Turtle Technologies (Pty) Limited | Reg. no.: 2003/002610/07 | > http://www.blueturtle.co.za Gauteng : Tel: +27 (0)11 206 5600 | Fax: +27 > (0)11 206 5606 | Midridge Office Estate, International Business Gateway, > cnr New Road & Sixth Street, Midrand, 1685 | P O Box 31331, Kyalami, 1684 > Western Cape: Tel: +27 (0)87 721 1874 | Fax: +27 (0)21 552 7764 | Unit > E6, Century Square, Heron Crescent, Century City, Cape Town, 7446 > > > > DISCLAIMER: This email and any files transmitted with it are > confidential and are intended solely for the use of the individual or > entity to whom they are addressed. This communication represents the > originator's personal views and opinions, which do not necessarily reflect > those of Blue Turtle Technologies (Pty) Ltd. If you are not the original > recipient or the person responsible for delivering the email to the > intended recipient, be advised that you have received this email in error, > and that any use, dissemination, forwarding, printing, or copying of this > email is strictly prohibited. If you received this email in error, please > immediately notify the sender. Thank you. > > > > > _______________________________________________________________________________ > > 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" > > > > Portions of this message may be confidential under an exemption to > Ohio's public records law or under a legal privilege. If you have received > this message in error or due to an unauthorized transmission or > interception, please delete all copies from your system without disclosing, > copying, or transmitting this message. > > > > > _______________________________________________________________________________ > > 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" > _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_ **** > _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"
