AW: Who's in charge of support at BMC? (U)
Well, I think you mix things up... BMC right now sells C-Level-Out-Of-The-Box-Tools. I.e. that they address deciders and not those guys that have something irrelevant as support problems - as YOU are. Then again choosing an airline is YOUR personal decision. Has anybody replaced BMC because of bad support? If not, they are right... -Ursprüngliche Nachricht- Von: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] Im Auftrag von Tim Widowfield Gesendet: Donnerstag, 15. März 2007 17:28 An: arslist@ARSLIST.ORG Betreff: Re: Who's in charge of support at BMC? (U) The only thoughts I can add have to do with the irony of the whole thing. Can it really be that the company that sell the premier help desk application can't provide decent customer support? I mean, it just seems like yesterday that BMC/Remedy marketing was telling us how customer support should be thought of as a profit center. That is, you can retain customers and drive up new sales by treating people well and providing quality service. ... ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: AW: Who's in charge of support at BMC? (U)
However, I would submit to you that eve Hmmm... You may have a point. However, I would submit to you that even the quintessential Pointy-Haired Boss (or simian decider) can understand that something is wrong when his Remedy administrator tells him that they can't upgrade the server because BMC support can't seem to cut a license in a timely manner. --Tim - Original Message From: Christian Janovic [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Thursday, March 15, 2007 1:02:01 PM Subject: [ARSLIST] AW: Who's in charge of support at BMC? (U) Well, I think you mix things up... BMC right now sells C-Level-Out-Of-The-Box-Tools. I.e. that they address deciders and not those guys that have something irrelevant as support problems - as YOU are. Then again choosing an airline is YOUR personal decision. Has anybody replaced BMC because of bad support? If not, they are right... -Ursprüngliche Nachricht- Von: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] Im Auftrag von Tim Widowfield Gesendet: Donnerstag, 15. März 2007 17:28 An: arslist@ARSLIST.ORG Betreff: Re: Who's in charge of support at BMC? (U) The only thoughts I can add have to do with the irony of the whole thing. Can it really be that the company that sell the premier help desk application can't provide decent customer support? I mean, it just seems like yesterday that BMC/Remedy marketing was telling us how customer support should be thought of as a profit center. That is, you can retain customers and drive up new sales by treating people well and providing quality service. ... ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
AW: AW: Who's in charge of support at BMC? (U)
Tim, I am being cynical out of despair... As many participants in this thread show a lack of understanding I recommend Joel Spolsky excellent AND insightful article: http://www.joelonsoftware.com/articles/customerservice.html Ok, that's a small, owner-run, bootstrapping software company. Still a lot of thruth there... -Ursprüngliche Nachricht- Von: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] Im Auftrag von Tim Widowfield Gesendet: Donnerstag, 15. März 2007 18:28 An: arslist@ARSLIST.ORG Betreff: Re: AW: Who's in charge of support at BMC? (U) However, I would submit to you that eve Hmmm... You may have a point. However, I would submit to you that even the quintessential Pointy-Haired Boss (or simian decider) can understand that something is wrong when his Remedy administrator tells him that they can't upgrade the server because BMC support can't seem to cut a license in a timely manner. --Tim - Original Message From: Christian Janovic [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Thursday, March 15, 2007 1:02:01 PM Subject: [ARSLIST] AW: Who's in charge of support at BMC? (U) Well, I think you mix things up... BMC right now sells C-Level-Out-Of-The-Box-Tools. I.e. that they address deciders and not those guys that have something irrelevant as support problems - as YOU are. Then again choosing an airline is YOUR personal decision. Has anybody replaced BMC because of bad support? If not, they are right... -Ursprüngliche Nachricht- Von: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] Im Auftrag von Tim Widowfield Gesendet: Donnerstag, 15. März 2007 17:28 An: arslist@ARSLIST.ORG Betreff: Re: Who's in charge of support at BMC? (U) The only thoughts I can add have to do with the irony of the whole thing. Can it really be that the company that sell the premier help desk application can't provide decent customer support? I mean, it just seems like yesterday that BMC/Remedy marketing was telling us how customer support should be thought of as a profit center. That is, you can retain customers and drive up new sales by treating people well and providing quality service. ... ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
