Re: OT: The case of the disappearing BMC sales rep
I have had the problem with the disappearing sales rep for about 12
years. Through Remedy Corp, Peregrine, and BMC. I am usually able to
locate the current one in a few days by starting with a support call.
On Aug 4, 10:23 pm, Tim Richardson t...@remedyedge.com wrote:
Hi Shawn,
I do understand what you mean; but fortunately, the BMC sales rep over my
current clients is outstanding. I've also had great support on my past few
accounts...so I think it may be a case-by-case answer.
If you can connect with whom your account's replacement is; they'll probably
get you the service and attention you're missing.
Let me know how it goes.
Tim
--- On Tue, 8/4/09, Pierson, Shawn shawn.pier...@sug.com wrote:
From: Pierson, Shawn shawn.pier...@sug.com
Subject: OT: The case of the disappearing BMC sales rep
To: arsl...@arslist.org
Date: Tuesday, August 4, 2009, 11:06 AM
**
#yiv1754961124 .EmailQuote
{margin-left:1pt;padding-left:4pt;border-left:#80 2px solid;}
Good morning,
After a few weeks of struggling to get in contact with someone (I escalated
this to upper I.T. management to see if they would fare any better) today we
discovered that our BMC sales rep is no longer with the company. Nobody
notified us, his emails just
bounced back, his phone numbers gave errors, and there was no indication that
we no longer had a sales rep.
Is this a common occurrence with BMC now? Based on the difficulties we’ve
had dealing with BMC both from the training side, the support side and now
from the sales side, I’m wondering what the future is of the company. I
haven’t heard any rumors of either
BMC being looked at for a purchase by a larger company or of BMC looking to
sell off Remedy, but they don’t seem to be acting like a company that seeks
to grow their software sales or maintain existing customers.
Is my company the only one having these types of issues or is this a
widespread problem?
Oh, and a P.S. – Despite these problems, some vendors are even worse. There
is another application I support where the tickets are closed out without the
vendor ever even responding to me, and where it appears they lost any record
of us paying them for
support. I know there is much worse than what BMC is doing right now, but
the Remedy suite is my bread and butter and I want to see it grow rather than
decline due to bad corporate decisions.
Thanks,
Shawn Pierson
Remedy Developer | Southern Union
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Re: OT: The case of the disappearing BMC sales rep
We were in similar circumstances when our sales rep left the company with no notice but BMC was much proactive in our case. Within a matter of a few days, we met the sales manager (he flew out from Texas) who officially informed us of the change and assigned an inside sales rep to work with us until a new rep was hired. Our impression was that the overall transition was relatively smooth despite the initial email rejections. Note that previous transitions were not so smooth, this one was a definite improvement. From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Pierson, Shawn Sent: Tuesday, August 04, 2009 8:06 AM To: arslist@ARSLIST.ORG Subject: OT: The case of the disappearing BMC sales rep Good morning, After a few weeks of struggling to get in contact with someone (I escalated this to upper I.T. management to see if they would fare any better) today we discovered that our BMC sales rep is no longer with the company. Nobody notified us, his emails just bounced back, his phone numbers gave errors, and there was no indication that we no longer had a sales rep. Is this a common occurrence with BMC now? Based on the difficulties we've had dealing with BMC both from the training side, the support side and now from the sales side, I'm wondering what the future is of the company. I haven't heard any rumors of either BMC being looked at for a purchase by a larger company or of BMC looking to sell off Remedy, but they don't seem to be acting like a company that seeks to grow their software sales or maintain existing customers. Is my company the only one having these types of issues or is this a widespread problem? Oh, and a P.S. - Despite these problems, some vendors are even worse. There is another application I support where the tickets are closed out without the vendor ever even responding to me, and where it appears they lost any record of us paying them for support. I know there is much worse than what BMC is doing right now, but the Remedy suite is my bread and butter and I want to see it grow rather than decline due to bad corporate decisions. Thanks, Shawn Pierson Remedy Developer | Southern Union Private and confidential as detailed herehttp://www.sug.com/disclaimers/default.htm#Mail. If you cannot access hyperlink, please e-mail sender. _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: OT: The case of the disappearing BMC sales rep
Hi Shawn, 6 months ago I probably could have written the same email as you have. My recent experience has been quite positive. On the education side, I sent an email asking a questions and it became a 8 email in 20 minute question and answer session about the upcoming 7.5 training and what I needed to do based on my prior training. I do have a new sales rep and when I need him he's been there. Better still he is fairly local (same State) and not in Texas. I have also gained much more confidence in the support team as they have been quicker to respond and have had good answers and follow up to make sure what they recommended was the solution. If I were you I would call BMC and file a missing (sales) person report. Mark From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Pierson, Shawn Sent: Tuesday, August 04, 2009 11:06 AM To: arslist@ARSLIST.ORG Subject: OT: The case of the disappearing BMC sales rep Good morning, After a few weeks of struggling to get in contact with someone (I escalated this to upper I.T. management to see if they would fare any better) today we discovered that our BMC sales rep is no longer with the company. Nobody notified us, his emails just bounced back, his phone numbers gave errors, and there was no indication that we no longer had a sales rep. Is this a common occurrence with BMC now? Based on the difficulties we've had dealing with BMC both from the training side, the support side and now from the sales side, I'm wondering what the future is of the company. I haven't heard any rumors of either BMC being looked at for a purchase by a larger company or of BMC looking to sell off Remedy, but they don't seem to be acting like a company that seeks to grow their software sales or maintain existing customers. Is my company the only one having these types of issues or is this a widespread problem? Oh, and a P.S. - Despite these problems, some vendors are even worse. There is another application I support where the tickets are closed out without the vendor ever even responding to me, and where it appears they lost any record of us paying them for support. I know there is much worse than what BMC is doing right now, but the Remedy suite is my bread and butter and I want to see it grow rather than decline due to bad corporate decisions. Thanks, Shawn Pierson Remedy Developer | Southern Union Private and confidential as detailed herehttp://www.sug.com/disclaimers/default.htm#Mail. If you cannot access hyperlink, please e-mail sender. _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ This e-mail is the property of NaviSite, Inc. It is intended only for the person or entity to which it is addressed and may contain information that is privileged, confidential, or otherwise protected from disclosure. Distribution or copying of this e-mail, or the information contained herein, to anyone other than the intended recipient is prohibited. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: OT: The case of the disappearing BMC sales rep
HI Shawn, Earlier this year we had a similar experience. I had sent some emails to our account manager but the emails did not bounce back and there was no reply. I was starting to get frustrated with the lack of a response when one of the BMC partners came knocking on the door (coincidence, I don't know?). I found out from the partner that our AM was no longer with BMC. It was kind of disappoint to find out from a 3rd party. On the other hand over the years I have experienced pretty frequent turn over of AMs. While it would be nice to be notified each time, I wonder if BMC doesn't want to public say yeah your AM changed again to a group of customers. What is the best solution? Thinking about it, it would be nice to see from their support page who is tied to a support contract (if that is how it works). That way you can look it up if you are not notified of a change. I may have to submit an RFC for that one. Jason On Tue, Aug 4, 2009 at 8:06 AM, Pierson, Shawn shawn.pier...@sug.comwrote: ** Good morning, After a few weeks of struggling to get in contact with someone (I escalated this to upper I.T. management to see if they would fare any better) today we discovered that our BMC sales rep is no longer with the company. Nobody notified us, his emails just bounced back, his phone numbers gave errors, and there was no indication that we no longer had a sales rep. Is this a common occurrence with BMC now? Based on the difficulties we’ve had dealing with BMC both from the training side, the support side and now from the sales side, I’m wondering what the future is of the company. I haven’t heard any rumors of either BMC being looked at for a purchase by a larger company or of BMC looking to sell off Remedy, but they don’t seem to be acting like a company that seeks to grow their software sales or maintain existing customers. Is my company the only one having these types of issues or is this a widespread problem? Oh, and a P.S. – Despite these problems, some vendors are even worse. There is another application I support where the tickets are closed out without the vendor ever even responding to me, and where it appears they lost any record of us paying them for support. I know there is much worse than what BMC is doing right now, but the Remedy suite is my bread and butter and I want to see it grow rather than decline due to bad corporate decisions. Thanks, *Shawn Pierson * Remedy Developer | Southern Union Private and confidential as detailed herehttp://www.sug.com/disclaimers/default.htm#Mail. If you cannot access hyperlink, please e-mail sender. _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: OT: The case of the disappearing BMC sales rep
Hi Shawn,
I do understand what you mean; but fortunately, the BMC sales rep over my
current clients is outstanding. I've also had great support on my past few
accounts...so I think it may be a case-by-case answer.
If you can connect with whom your account's replacement is; they'll probably
get you the service and attention you're missing.
Let me know how it goes.
Tim
--- On Tue, 8/4/09, Pierson, Shawn shawn.pier...@sug.com wrote:
From: Pierson, Shawn shawn.pier...@sug.com
Subject: OT: The case of the disappearing BMC sales rep
To: arslist@ARSLIST.ORG
Date: Tuesday, August 4, 2009, 11:06 AM
**
#yiv1754961124 .EmailQuote
{margin-left:1pt;padding-left:4pt;border-left:#80 2px solid;}
Good morning,
After a few weeks of struggling to get in contact with someone (I escalated
this to upper I.T. management to see if they would fare any better) today we
discovered that our BMC sales rep is no longer with the company. Nobody
notified us, his emails just
bounced back, his phone numbers gave errors, and there was no indication that
we no longer had a sales rep.
Is this a common occurrence with BMC now? Based on the difficulties we’ve had
dealing with BMC both from the training side, the support side and now from the
sales side, I’m wondering what the future is of the company. I haven’t heard
any rumors of either
BMC being looked at for a purchase by a larger company or of BMC looking to
sell off Remedy, but they don’t seem to be acting like a company that seeks to
grow their software sales or maintain existing customers.
Is my company the only one having these types of issues or is this a widespread
problem?
Oh, and a P.S. – Despite these problems, some vendors are even worse. There is
another application I support where the tickets are closed out without the
vendor ever even responding to me, and where it appears they lost any record of
us paying them for
support. I know there is much worse than what BMC is doing right now, but the
Remedy suite is my bread and butter and I want to see it grow rather than
decline due to bad corporate decisions.
Thanks,
Shawn Pierson
Remedy Developer | Southern Union
Private and confidential as detailed here. If you cannot access hyperlink,
please e-mail sender.
_Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_
___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
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Re: OT: The case of the disappearing BMC sales rep
Shawn, We had a similar experience this past year with an unresponsive rep. BMC has recently reorganized our territory and our experiences since then have been much better. Good Luck! Dennis Ruble Pierson, Shawn shawn.pier...@sug.com Sent by: Action Request System discussion list(ARSList) arslist@ARSLIST.ORG 08/04/2009 10:06 AM Please respond to arslist@ARSLIST.ORG To arslist@ARSLIST.ORG cc Subject OT: The case of the disappearing BMC sales rep ** Good morning, After a few weeks of struggling to get in contact with someone (I escalated this to upper I.T. management to see if they would fare any better) today we discovered that our BMC sales rep is no longer with the company. Nobody notified us, his emails just bounced back, his phone numbers gave errors, and there was no indication that we no longer had a sales rep. Is this a common occurrence with BMC now? Based on the difficulties we?ve had dealing with BMC both from the training side, the support side and now from the sales side, I?m wondering what the future is of the company. I haven?t heard any rumors of either BMC being looked at for a purchase by a larger company or of BMC looking to sell off Remedy, but they don?t seem to be acting like a company that seeks to grow their software sales or maintain existing customers. Is my company the only one having these types of issues or is this a widespread problem? Oh, and a P.S. ? Despite these problems, some vendors are even worse. There is another application I support where the tickets are closed out without the vendor ever even responding to me, and where it appears they lost any record of us paying them for support. I know there is much worse than what BMC is doing right now, but the Remedy suite is my bread and butter and I want to see it grow rather than decline due to bad corporate decisions. Thanks, Shawn Pierson Remedy Developer | Southern Union Private and confidential as detailed here. If you cannot access hyperlink, please e-mail sender. _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
OT: The case of the disappearing BMC sales rep
Good morning, After a few weeks of struggling to get in contact with someone (I escalated this to upper I.T. management to see if they would fare any better) today we discovered that our BMC sales rep is no longer with the company. Nobody notified us, his emails just bounced back, his phone numbers gave errors, and there was no indication that we no longer had a sales rep. Is this a common occurrence with BMC now? Based on the difficulties we've had dealing with BMC both from the training side, the support side and now from the sales side, I'm wondering what the future is of the company. I haven't heard any rumors of either BMC being looked at for a purchase by a larger company or of BMC looking to sell off Remedy, but they don't seem to be acting like a company that seeks to grow their software sales or maintain existing customers. Is my company the only one having these types of issues or is this a widespread problem? Oh, and a P.S. - Despite these problems, some vendors are even worse. There is another application I support where the tickets are closed out without the vendor ever even responding to me, and where it appears they lost any record of us paying them for support. I know there is much worse than what BMC is doing right now, but the Remedy suite is my bread and butter and I want to see it grow rather than decline due to bad corporate decisions. Thanks, Shawn Pierson Remedy Developer | Southern Union Private and confidential as detailed here: http://www.sug.com/disclaimers/default.htm#Mail . If you cannot access the link, please e-mail sender. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
