Re: Support - An open letter to BMC - surveys?
I receive surveys regularly. On the last survey I gave everything a 1. It asked would I like to be contacted by BMC Support regarding my response, I replied Yes. Never heard from them again. I had escalated the issue to the manager, but nothing much happened anyway, so I just closed the ticket instead of wasting my time. Shafqat Ayaz From: David Durling durl...@uga.edu To: arslist@ARSLIST.ORG Sent: Tuesday, June 5, 2012 4:24 PM Subject: Re: Support - An open letter to BMC - surveys? I've received several surveys. (I admit I've only responded to some, though.) David Durling University of Georgia -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Goodall, Andrew C Sent: Tuesday, June 05, 2012 11:22 AM To: arslist@ARSLIST.ORG Subject: Re: Support - An open letter to BMC - surveys? On a separate but related note... On the ending sign off of all bmc support emails I receive it states: Customer feedback is very important to BMC Support and you may receive a survey request on this issue. I would appreciate your response to this survey based on the handling of this specific incident as your feedback is important to BMC Support and is used to assess my performance. But I have never received a survey, since the creation of my support id, BMC have closed 257 issues from me. Has anyone received one of these surveys? I was thinking that in the course of opening 250+ issues you think I might have received 1 survey :) -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@arslist.org] On Behalf Of pritch Sent: Tuesday, June 05, 2012 10:10 AM To: arslist@arslist.org Subject: Re: Support - An open letter to BMC We're kind of tied into having to pay for support in order to be able to get patches and upgrades. So they have us by the . There's absolutely no incentive (negative or positive) to improving their support. - Original Message - From: Warren R. Baltimore II warrenbaltim...@gmail.com To: arslist@ARSLIST.ORG Sent: Tuesday, June 5, 2012 11:02:11 AM Subject: Re: Support - An open letter to BMC ** And there lies the problem. If we don't pay support, we lose so much. As consumers of this product, we are between the proverbial Rock and a Hard Spot! On Tue, Jun 5, 2012 at 10:57 AM, John Sundberg john.sundb...@kineticdata.com wrote: ** Until it hurts the pocketbook - NOTHING WILL BE DONE!!!. So - question is -- how do you make it hurt the pocketbook? -John On Tue, Jun 5, 2012 at 8:49 AM, Pierson, Shawn shawn.pier...@sug.com wrote: ** Perhaps a good alternative would be if BMC somehow made a volunteer- based support forum that could take the place of their offshore support. They could somehow anonymize the contact data to where you don’t actually know who the person you are dealing with is, and they could use this new gamification trend to pay the volunteers based on what happens. For example, pay a small fee to people who resolve a certain type of issue quickly by leveraging the knowledge base. You get paid more if you solve an issue that isn’t in the knowledge base and you submit a knowledge base entry that is approved by a BMC technical rep of some sort. Identifying new defects in the product (also requiring a technical approval) results in a certain amount of pay, while solving that defect with a working hotfix results in a larger amount. There would also be customer support surveys like BMC used to do, which would also be used as a factor in how much the individual makes (which should also ensure the person working on the issue is timely and courteous.) This would allow BMC to mostly get rid of Tier 1 for web-based non-critical tickets, and it would get them access to better people who may otherwise have day jobs that just want to solve issues for a bit of extra cash after hours. Thanks, Shawn Pierson Remedy Developer | Energy Transfer From: Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG ] On Behalf Of Warren R. Baltimore II Sent: Tuesday, June 05, 2012 7:43 AM To: arslist@ARSLIST.ORG Subject: Support - An open letter to BMC ** Once again, I have submitted a ticket that has an abundance of information regarding my problem. It lists the ARS version and patch It lists the Server type and OS It lists the Db and version It gives a succinct description of the issue I then received a response almost 45 minutes later (which I was quite pleased with! Quick Turn around!) After reading the response, I was tempted to buy a ticket to wherever the hell support was and deliver my feelings in person! Response follows: Hi Warren, Thank you for contacting
Re: Support - An open letter to BMC - surveys?
On a separate but related note... On the ending sign off of all bmc support emails I receive it states: Customer feedback is very important to BMC Support and you may receive a survey request on this issue. I would appreciate your response to this survey based on the handling of this specific incident as your feedback is important to BMC Support and is used to assess my performance. But I have never received a survey, since the creation of my support id, BMC have closed 257 issues from me. Has anyone received one of these surveys? I was thinking that in the course of opening 250+ issues you think I might have received 1 survey :) -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@arslist.org] On Behalf Of pritch Sent: Tuesday, June 05, 2012 10:10 AM To: arslist@arslist.org Subject: Re: Support - An open letter to BMC We're kind of tied into having to pay for support in order to be able to get patches and upgrades. So they have us by the . There's absolutely no incentive (negative or positive) to improving their support. - Original Message - From: Warren R. Baltimore II warrenbaltim...@gmail.com To: arslist@ARSLIST.ORG Sent: Tuesday, June 5, 2012 11:02:11 AM Subject: Re: Support - An open letter to BMC ** And there lies the problem. If we don't pay support, we lose so much. As consumers of this product, we are between the proverbial Rock and a Hard Spot! On Tue, Jun 5, 2012 at 10:57 AM, John Sundberg john.sundb...@kineticdata.com wrote: ** Until it hurts the pocketbook - NOTHING WILL BE DONE!!!. So - question is -- how do you make it hurt the pocketbook? -John On Tue, Jun 5, 2012 at 8:49 AM, Pierson, Shawn shawn.pier...@sug.com wrote: ** Perhaps a good alternative would be if BMC somehow made a volunteer-based support forum that could take the place of their offshore support. They could somehow anonymize the contact data to where you don’t actually know who the person you are dealing with is, and they could use this new gamification trend to pay the volunteers based on what happens. For example, pay a small fee to people who resolve a certain type of issue quickly by leveraging the knowledge base. You get paid more if you solve an issue that isn’t in the knowledge base and you submit a knowledge base entry that is approved by a BMC technical rep of some sort. Identifying new defects in the product (also requiring a technical approval) results in a certain amount of pay, while solving that defect with a working hotfix results in a larger amount. There would also be customer support surveys like BMC used to do, which would also be used as a factor in how much the individual makes (which should also ensure the person working on the issue is timely and courteous.) This would allow BMC to mostly get rid of Tier 1 for web-based non-critical tickets, and it would get them access to better people who may otherwise have day jobs that just want to solve issues for a bit of extra cash after hours. Thanks, Shawn Pierson Remedy Developer | Energy Transfer From: Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG ] On Behalf Of Warren R. Baltimore II Sent: Tuesday, June 05, 2012 7:43 AM To: arslist@ARSLIST.ORG Subject: Support - An open letter to BMC ** Once again, I have submitted a ticket that has an abundance of information regarding my problem. It lists the ARS version and patch It lists the Server type and OS It lists the Db and version It gives a succinct description of the issue I then received a response almost 45 minutes later (which I was quite pleased with! Quick Turn around!) After reading the response, I was tempted to buy a ticket to wherever the hell support was and deliver my feelings in person! Response follows: Hi Warren, Thank you for contacting BMC Remedy Support. Our goal at BMC is to provide you with an excellent customer service experience. If for any reason you feel this issue is not progressing properly, please discuss it with me or feel free to contact our Support Manager * at @ bmc .com I am ** and I shall be assisting you with this issue. This mail is regarding Issue ISS03967224with issue summary as: I am unable to search for a join of 3 forms utilizing the Request ID field. - Thanks for the initial information. I tried to call you unfortunately reached VM. In order to fully understand the affected environment and narrow down the possibilities, please address the following for me: 1) What is the AR Server version Patch level? 2) What is the OS and version that the Remedy environment is installed on? 3) What database and version does the AR Server use? Is it local or remote to the AR Server installation? 4)
Re: Support - An open letter to BMC - surveys?
I've received several surveys. (I admit I've only responded to some, though.) David Durling University of Georgia -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Goodall, Andrew C Sent: Tuesday, June 05, 2012 11:22 AM To: arslist@ARSLIST.ORG Subject: Re: Support - An open letter to BMC - surveys? On a separate but related note... On the ending sign off of all bmc support emails I receive it states: Customer feedback is very important to BMC Support and you may receive a survey request on this issue. I would appreciate your response to this survey based on the handling of this specific incident as your feedback is important to BMC Support and is used to assess my performance. But I have never received a survey, since the creation of my support id, BMC have closed 257 issues from me. Has anyone received one of these surveys? I was thinking that in the course of opening 250+ issues you think I might have received 1 survey :) -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@arslist.org] On Behalf Of pritch Sent: Tuesday, June 05, 2012 10:10 AM To: arslist@arslist.org Subject: Re: Support - An open letter to BMC We're kind of tied into having to pay for support in order to be able to get patches and upgrades. So they have us by the . There's absolutely no incentive (negative or positive) to improving their support. - Original Message - From: Warren R. Baltimore II warrenbaltim...@gmail.com To: arslist@ARSLIST.ORG Sent: Tuesday, June 5, 2012 11:02:11 AM Subject: Re: Support - An open letter to BMC ** And there lies the problem. If we don't pay support, we lose so much. As consumers of this product, we are between the proverbial Rock and a Hard Spot! On Tue, Jun 5, 2012 at 10:57 AM, John Sundberg john.sundb...@kineticdata.com wrote: ** Until it hurts the pocketbook - NOTHING WILL BE DONE!!!. So - question is -- how do you make it hurt the pocketbook? -John On Tue, Jun 5, 2012 at 8:49 AM, Pierson, Shawn shawn.pier...@sug.com wrote: ** Perhaps a good alternative would be if BMC somehow made a volunteer- based support forum that could take the place of their offshore support. They could somehow anonymize the contact data to where you don’t actually know who the person you are dealing with is, and they could use this new gamification trend to pay the volunteers based on what happens. For example, pay a small fee to people who resolve a certain type of issue quickly by leveraging the knowledge base. You get paid more if you solve an issue that isn’t in the knowledge base and you submit a knowledge base entry that is approved by a BMC technical rep of some sort. Identifying new defects in the product (also requiring a technical approval) results in a certain amount of pay, while solving that defect with a working hotfix results in a larger amount. There would also be customer support surveys like BMC used to do, which would also be used as a factor in how much the individual makes (which should also ensure the person working on the issue is timely and courteous.) This would allow BMC to mostly get rid of Tier 1 for web-based non-critical tickets, and it would get them access to better people who may otherwise have day jobs that just want to solve issues for a bit of extra cash after hours. Thanks, Shawn Pierson Remedy Developer | Energy Transfer From: Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG ] On Behalf Of Warren R. Baltimore II Sent: Tuesday, June 05, 2012 7:43 AM To: arslist@ARSLIST.ORG Subject: Support - An open letter to BMC ** Once again, I have submitted a ticket that has an abundance of information regarding my problem. It lists the ARS version and patch It lists the Server type and OS It lists the Db and version It gives a succinct description of the issue I then received a response almost 45 minutes later (which I was quite pleased with! Quick Turn around!) After reading the response, I was tempted to buy a ticket to wherever the hell support was and deliver my feelings in person! Response follows: Hi Warren, Thank you for contacting BMC Remedy Support. Our goal at BMC is to provide you with an excellent customer service experience. If for any reason you feel this issue is not progressing properly, please discuss it with me or feel free to contact our Support Manager * at @ bmc .com I am ** and I shall be assisting you with this issue. This mail is regarding Issue ISS03967224with issue summary as: I am unable to search for a join of 3 forms utilizing the Request ID field
Re: Support - An open letter to BMC - surveys?
That's funny. It had gotten so that I was receiving a survey for almost every ticket closed. So much so that it was too time consuming to fill out the stupid thing. And take the inevitable call from the manager who would say that they were in a training cycle. Sent from my HTC Inspire™ 4G on ATT - Reply message - From: Goodall, Andrew C ago...@jcp.com To: arslist@ARSLIST.ORG arslist@ARSLIST.ORG Subject: Support - An open letter to BMC - surveys? Date: Tue, Jun 5, 2012 10:20 am On a separate but related note... On the ending sign off of all bmc support emails I receive it states: Customer feedback is very important to BMC Support and you may receive a survey request on this issue. I would appreciate your response to this survey based on the handling of this specific incident as your feedback is important to BMC Support and is used to assess my performance. But I have never received a survey, since the creation of my support id, BMC have closed 257 issues from me. Has anyone received one of these surveys? I was thinking that in the course of opening 250+ issues you think I might have received 1 survey :) -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@arslist.org] On Behalf Of pritch Sent: Tuesday, June 05, 2012 10:10 AM To: arslist@arslist.org Subject: Re: Support - An open letter to BMC We're kind of tied into having to pay for support in order to be able to get patches and upgrades. So they have us by the . There's absolutely no incentive (negative or positive) to improving their support. - Original Message - From: Warren R. Baltimore II warrenbaltim...@gmail.com To: arslist@ARSLIST.ORG Sent: Tuesday, June 5, 2012 11:02:11 AM Subject: Re: Support - An open letter to BMC ** And there lies the problem. If we don't pay support, we lose so much. As consumers of this product, we are between the proverbial Rock and a Hard Spot! On Tue, Jun 5, 2012 at 10:57 AM, John Sundberg john.sundb...@kineticdata.com wrote: ** Until it hurts the pocketbook - NOTHING WILL BE DONE!!!. So - question is -- how do you make it hurt the pocketbook? -John On Tue, Jun 5, 2012 at 8:49 AM, Pierson, Shawn shawn.pier...@sug.com wrote: ** Perhaps a good alternative would be if BMC somehow made a volunteer-based support forum that could take the place of their offshore support. They could somehow anonymize the contact data to where you don’t actually know who the person you are dealing with is, and they could use this new gamification trend to pay the volunteers based on what happens. For example, pay a small fee to people who resolve a certain type of issue quickly by leveraging the knowledge base. You get paid more if you solve an issue that isn’t in the knowledge base and you submit a knowledge base entry that is approved by a BMC technical rep of some sort. Identifying new defects in the product (also requiring a technical approval) results in a certain amount of pay, while solving that defect with a working hotfix results in a larger amount. There would also be customer support surveys like BMC used to do, which would also be used as a factor in how much the individual makes (which should also ensure the person working on the issue is timely and courteous.) This would allow BMC to mostly get rid of Tier 1 for web-based non-critical tickets, and it would get them access to better people who may otherwise have day jobs that just want to solve issues for a bit of extra cash after hours. Thanks, Shawn Pierson Remedy Developer | Energy Transfer From: Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG ] On Behalf Of Warren R. Baltimore II Sent: Tuesday, June 05, 2012 7:43 AM To: arslist@ARSLIST.ORG Subject: Support - An open letter to BMC ** Once again, I have submitted a ticket that has an abundance of information regarding my problem. It lists the ARS version and patch It lists the Server type and OS It lists the Db and version It gives a succinct description of the issue I then received a response almost 45 minutes later (which I was quite pleased with! Quick Turn around!) After reading the response, I was tempted to buy a ticket to wherever the hell support was and deliver my feelings in person! Response follows: Hi Warren, Thank you for contacting BMC Remedy Support. Our goal at BMC is to provide you with an excellent customer service experience. If for any reason you feel this issue is not progressing properly, please discuss it with me or feel free to contact our Support Manager * at @ bmc .com I am ** and I shall be assisting you with this issue. This mail is regarding Issue ISS03967224with issue summary as: I am unable to search for a join of 3 forms utilizing the Request ID field. - Thanks for the
Re: Support - An open letter to BMC - surveys?
Yup, I always answer to those surveys, although I have a few opinions about those surveys as well as some of them tend to have questions that contradict each other in a way.. One could potentially argue that those were intentionally designed that way to separate honest opinions from someone who just fills up a survey cause they have nothing better to do at that time.. Even so I think that beats the purpose of such a survey as mostly support driven surveys are usually answered by those who do want to provide with meaningful responses either because their experience had been horrifying or just simply the best that they wanted to say something about it.. Having questions that contradict each other in these surveys beats the point of these surveys.. Joe -Original Message- From: Goodall, Andrew C Sent: Tuesday, June 05, 2012 11:22 AM Newsgroups: public.remedy.arsystem.general To: arslist@ARSLIST.ORG Subject: Re: Support - An open letter to BMC - surveys? On a separate but related note... On the ending sign off of all bmc support emails I receive it states: Customer feedback is very important to BMC Support and you may receive a survey request on this issue. I would appreciate your response to this survey based on the handling of this specific incident as your feedback is important to BMC Support and is used to assess my performance. But I have never received a survey, since the creation of my support id, BMC have closed 257 issues from me. Has anyone received one of these surveys? I was thinking that in the course of opening 250+ issues you think I might have received 1 survey :) -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@arslist.org] On Behalf Of pritch Sent: Tuesday, June 05, 2012 10:10 AM To: arslist@arslist.org Subject: Re: Support - An open letter to BMC We're kind of tied into having to pay for support in order to be able to get patches and upgrades. So they have us by the . There's absolutely no incentive (negative or positive) to improving their support. - Original Message - From: Warren R. Baltimore II warrenbaltim...@gmail.com To: arslist@ARSLIST.ORG Sent: Tuesday, June 5, 2012 11:02:11 AM Subject: Re: Support - An open letter to BMC ** And there lies the problem. If we don't pay support, we lose so much. As consumers of this product, we are between the proverbial Rock and a Hard Spot! On Tue, Jun 5, 2012 at 10:57 AM, John Sundberg john.sundb...@kineticdata.com wrote: ** Until it hurts the pocketbook - NOTHING WILL BE DONE!!!. So - question is -- how do you make it hurt the pocketbook? -John On Tue, Jun 5, 2012 at 8:49 AM, Pierson, Shawn shawn.pier...@sug.com wrote: ** Perhaps a good alternative would be if BMC somehow made a volunteer-based support forum that could take the place of their offshore support. They could somehow anonymize the contact data to where you don’t actually know who the person you are dealing with is, and they could use this new gamification trend to pay the volunteers based on what happens. For example, pay a small fee to people who resolve a certain type of issue quickly by leveraging the knowledge base. You get paid more if you solve an issue that isn’t in the knowledge base and you submit a knowledge base entry that is approved by a BMC technical rep of some sort. Identifying new defects in the product (also requiring a technical approval) results in a certain amount of pay, while solving that defect with a working hotfix results in a larger amount. There would also be customer support surveys like BMC used to do, which would also be used as a factor in how much the individual makes (which should also ensure the person working on the issue is timely and courteous.) This would allow BMC to mostly get rid of Tier 1 for web-based non-critical tickets, and it would get them access to better people who may otherwise have day jobs that just want to solve issues for a bit of extra cash after hours. Thanks, Shawn Pierson Remedy Developer | Energy Transfer From: Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG ] On Behalf Of Warren R. Baltimore II Sent: Tuesday, June 05, 2012 7:43 AM To: arslist@ARSLIST.ORG Subject: Support - An open letter to BMC ** Once again, I have submitted a ticket that has an abundance of information regarding my problem. It lists the ARS version and patch It lists the Server type and OS It lists the Db and version It gives a succinct description of the issue I then received a response almost 45 minutes later (which I was quite pleased with! Quick Turn around!) After reading the response, I was tempted to buy a ticket to wherever the hell support was and deliver my feelings in person! Response follows: Hi Warren, Thank you for contacting BMC Remedy Support. Our goal at BMC is to provide you
