I feel your pain Howard and it's not just BMC. I was in network engineering for many years and over time our WAN vendor moved from a support center in San Ramon, CA to a call center in the Philippines and we had to immediately ask for a Tier 2 if not Tier 3 tech on the initial call because we all knew far more than the person answering the phone which wasn't the case previously.
I have seen the same struggles with BMC's support lately, I've gone to the list before opening a support ticket anymore because I can get an answer (with lots of real world experience behind it) more quickly in most cases. I long for the days when the person taking my support call for Remedy could actually help me work on the problem instead of just being a ticket taker and asking for logs. Sadly most tech support seems to be going that direction for now, I am hoping eventually customers will start pushing back more and we will see support levels improve. -Rick ___________________________ Rick Westbrock QMX Support Services -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Howard Richter Sent: Thursday, May 09, 2013 15:01 PM To: arslist@ARSLIST.ORG Subject: Re: huh? financial news for bmc ? Shawn, Since I have worked with Remedy since 1996, I can say that its has been a downward spiral since Peregrine acquired Remedy. The initial Remedy support was great, then when Peregrine fired most of the Remedy team it was for (please fill in the blank). When BMC picked up Remedy, things did get better (not as good as it was but better). However, the spiral started again. The first few years of BMC it did get better, then the move to off shoring support (with not enough training of the staff) and cost cutting. Down it went. Now a days I am not sure what is going on. I wonder if the head of support, has ever supported any customer or even answered a support call. When I know more than the level 2s or 3s, something is wrong. I am unsure why they cut so many old timers, but my guess it’s a money issue. As far as the support provided by other companies, they all have some good people and not so good people. However, I expect that the level 2s and higher to know more about the system they support and have the ability to help with the odd issues. Sorry for the rant, but I expect good support when I pay good money for it. And lately you cannot use "Good support" and "BMC" in the same sentence. Which is very sad for all of us in the world of Remedy. Hbr -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Pierson, Shawn Sent: Thursday, May 09, 2013 12:15 PM To: arslist@ARSLIST.ORG Subject: Re: huh? financial news for bmc ? We have SAP (and Oracle eBusiness) within my organization, and I haven't heard any unusual complaints. Is it worse than BMC's, "Send us the same log files you already sent us so we can ask you for new log files of the same thing next week, then we'll close the ticket out for being too old" customer service? I haven't interacted with BMC Support for a while so maybe I'm being unfair, but it often seemed like they just wanted to waste your time and hope you solved the problem on your own. Thanks, Shawn Pierson Remedy Developer | Energy Transfer -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Hulmes, Timothy CTR MDA/ICTO Sent: Thursday, May 09, 2013 11:04 AM To: arslist@ARSLIST.ORG Subject: Re: huh? financial news for bmc ? The only thing I will add about the SAP discussion is, have you ever dealt with support from SAP? Tim -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Pierson, Shawn Sent: Thursday, May 09, 2013 6:42 AM To: arslist@ARSLIST.ORG Subject: Re: huh? financial news for bmc ? I'm curious, why would Remedy being sold to SAP or Oracle be a negative thing in your opinion? I think it's big enough that it wouldn't be swallowed up inside of one of their applications (how long has it taken Oracle to combine the eBusiness Suite with PeopleSoft despite the products directly competing?) I can see if support deteriorates, maintenance goes up, or some other unknown odd factor, but it seems to me like it might be an opportunity for Remedy to be implemented in shops that may not have a good ITSM solution but already have installs of SAP, Oracle, or whoever hypothetically buys Remedy. If that's a pessimistic scenario it doesn't seem too bad to me. Thanks, Shawn Pierson Remedy Developer | Energy Transfer -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Lee Cullom Sent: Thursday, May 09, 2013 6:07 AM To: arslist@ARSLIST.ORG Subject: Re: huh? financial news for bmc ? Since it's incredibly fun to speculate on this situation, I'll offer up: - Bain will look at the profitability of the various pieces/business units - Mainframe, Service Management, etc... - They'll tear out the ugly pieces and get them in the hands of someone who can use them (Elliot's involvement indicates that Compuware might be involved) - They'll take the profitable pieces and put probably keep them with the newly private BMC that needs to invest in ESM. So, I'm thinking... Patrol and it's ilk will end up with Compuware since it will give them a larger stack of monitoring tools. Mainframe/Batch Management - IBM? That would make sense. The new Z's are coming... sure would help to pick up some nice new batch management technology to go with that shiny new hardware and make it part of the Tivoli product line. Service Management - BMC grew the business significantly (per the financials yesterday)... and they need to transition to PaaS (for the Enterprise, that's Remedy) to grow dramatically. That will require investment and innovation (this is an optimistic scenario for ARlist)... and an AppExchange like community (this group) to develop new offerings that are needed to compete with ServiceNow (such as HR Call Center, Facilities Management, etc...). This will require some heavy ARsystem work as well (go Doug!) to make it MORE ready for the cloud. Remedyforce is the SaaS offering for small mid-size with the inferior PaaS capabilies of Salesforce.com (proprietary Apex coding) and different price point. The pessimistic scenario is that Remedy gets thrown o SAP or Oracle to become another app that is part of those gianormous suites (like Oracle EBS). However, this much is certain. There are going to be changes at some point with new ownership. Now, please continue the speculation... This is a fun topic! For our latest product demonstrations, please visit – http://www.youtube.com/user/northcraftanalytics Lee Cullom | Northcraft Analytics IT Metrics Specialist | Business Intelligence for ITSM Direct - 678-438-7244 | lee.cul...@northcraftanalytics.com Main - (678) 664-ITSM http://www.northcraftanalytics.com THE CONTENTS OF THIS EMAIL, INCLUDING THE CONTENTS OF ANY ATTACHMENTS HERETO, CONSTITUTES “CONFIDENTIAL INFORMATION” AND IS SUBJECT TO A CONFIDENTIALITY AND NON-DISCLOSURE AGREEMENT BETWEEN THE RECIPIENT AND NORTHCRAFT ANALYTICS LLC. -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Jesse Sent: Wednesday, May 08, 2013 10:29 AM To: arslist@ARSLIST.ORG Subject: Re: huh? financial news for bmc ? Depends on your definition of "successful" Bain makes money for stock holders ... yes successful company??? well.... _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years" _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years" Private and confidential as detailed here: http://www.energytransfer.com/mail_disclaimer.aspx . If you cannot access the link, please e-mail sender. _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years" _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years" Private and confidential as detailed here: http://www.energytransfer.com/mail_disclaimer.aspx . If you cannot access the link, please e-mail sender. _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years" _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years" _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
