Although I rarely call support, my last 3 calls were fielded in India.
I have no problem with that as long as I get good support.
The problem is each time they couldn't answer the questions and it took an
engineer from the USA to provide the expected support.
Support costs too much to make us go through a filtering system that just
causes delays.
So therefore I only call support when I have exhausted all other sources...even
though we're paying big bucks for it.
Big thumbs up for ARLIST!
We should feel that we can easily call support when needed instead of avoiding
it.
Kirk
- Original Message -
From: Action Request System discussion list(ARSList) arslist@ARSLIST.ORG
To: arslist@ARSLIST.ORG arslist@ARSLIST.ORG
Sent: Thu Sep 07 19:04:18 2006
Subject: Re: I Am Outraged! - BMC/Remedy is Outsourcing Support!!
I truly doubt that any savings BMC will have with offshoring will be passed
on to the customer.
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rick cook
Sent: Thursday, September 07, 2006 6:18 PM
To: arslist@ARSLIST.ORG
Subject: Re: I Am Outraged! - BMC/Remedy is Outsourcing Support!!
Well, to take the BMC view for a minute (assuming this is true), all of the
comparisons of ITSM products I have seen grade the product suite very highly
except for one thing - cost. If they're planning on passing on some cost
savings (should any actually be realized) to the customers, this could help
expand the product line by making a superior product at a competitive price.
Rick
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Luke, Brian
Sent: Thursday, September 07, 2006 3:11 PM
To: arslist@ARSLIST.ORG
Subject: Re: I Am Outraged! - BMC/Remedy is Outsourcing Support!!
I've heard rumblings about this as well. I don't expect a complete
offshoring, but a substantial chunk nonetheless. It does concern me as it is
a potentially major shift.
My apprehensions can be summarized as:
1.) Language / Communication / Cultural Barriers
2.) Diminished ability for the support tech to quickly get a feel for how
advanced a caller is and adjust support tactics / pace accordingly
3.) Experience with other offshore support tells me they tend to have very
slow, rigid, scripted support methods that are of little use to advanced
callers.
4.) Severe loss of support staff experience with the supported products
I have no problem with BMC saving a dime so long as the customer experience
is maintained. I can't imagine how a move like this _could_ do anything but
hurt the customer experience in the short term. How it is in the long term
really depends on the quality of the support people as perceived by the
customers.
So as always, if you don't like something - be vocal, complain, escalate,
and use the leverage you have.
A.) The discontinuation or downgrade of your support contract
B.) Withholding of new purchases, letting the sales staff mgmt know why.
C.) Consider the options of using other products (again, include BMC in on
the thought process) These should send messages back up to BMC Mgmt
throughout the support _and_ sales organizations.
Another motivation for BMC may be that another common complaint about BMC is
that Maintenance costs are high - so they must reduce costs to reduce the
maintenance costs. If they don't pass the savings on, that's more leverage
for use in negotiations (reduced quality without reduced price??? Wtf?).
My 2 cents,
-Brian Luke
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Jamahowal Pinitubel
Sent: Thursday, September 07, 2006 1:44 PM
To: arslist@ARSLIST.ORG
Subject: I Am Outraged! - BMC/Remedy is Outsourcing Support!!
Importance: High
Hello community,
I have it on good authority from one of my contacts at BMC that they will be
starting to outsource their support to Pune, India and Dublin, Ireland very
shortly.
Am I the only one who is outraged by this?
Our company already pays an unconscionable amount of money for Remedy
Support. If they start to outsource I can guarantee you that our company
will stop paying for support altogether next year because they will be
diminishing the value of this support drastically but our maintenance fees
will not be discounted.
So THEY will be saving a ton of money by giving us compromised support but
they will not be compensating us in any way (and we just renewed our
maintenance contract before I was told of this!).
In my experience, the second most valuable thing besides the actual AR
System platform from Remedy is their support teams and infrastructure.
If BMC is going to start carving the support infrastructure up and
outsourcing it, then thay are going to lose the second most valuable pool of
Remedy professionals next to the engineers themselves.
What is BMC thinking? The executives are obviously boneheads who have NO
