Re: Who's in charge of support at BMC?
yes... I agree with Charles, it is J Shankar([EMAIL PROTECTED]) On Nov 15, 2007 6:54 PM, Howard Richter <[EMAIL PROTECTED]> wrote: > All, > > Georgeann left some time ago. I am not sure who is the overall director. > > Howard > > On Mar 14, 2007 3:53 PM, Julie Kanakanui <[EMAIL PROTECTED]> wrote: > > I believe address for Georgeann is [EMAIL PROTECTED], if that's > who > > you're trying to contact.. > > > > > ___ > > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > > Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" > > > > > > -- > Howard Richter > ITIL Foundation Certified > Red Hat Certified Technician > CompTIA Linux+ Certified > [EMAIL PROTECTED] > Resume = http://hotjobs.yahoo.com/resumes/hrichter_1/resumeofhoward > > > ___ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" > -- Regards Rahul ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Re: Who's in charge of support at BMC?
All, Georgeann left some time ago. I am not sure who is the overall director. Howard On Mar 14, 2007 3:53 PM, Julie Kanakanui <[EMAIL PROTECTED]> wrote: > I believe address for Georgeann is [EMAIL PROTECTED], if that's who > you're trying to contact.. > > ___ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" > -- Howard Richter ITIL Foundation Certified Red Hat Certified Technician CompTIA Linux+ Certified [EMAIL PROTECTED] Resume = http://hotjobs.yahoo.com/resumes/hrichter_1/resumeofhoward ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Re: Who's in charge of support at BMC?
The director of Technical Support is Jayanthi Shankar. [EMAIL PROTECTED] Charles Roth Sealed Air Corporation Office (864) 433-2429 Cell (864) 431-2961 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Re: Who's in charge of support at BMC?
I believe address for Georgeann is [EMAIL PROTECTED], if that's who you're trying to contact.. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Re: Who's in charge of support at BMC? (U)
That is unacceptable. I would consider other partner support rather than BMC and say to BMC closer to your support contract renewal that you are looking elsewhere for support. Thanks Peter Lammey ESPN MIT Technical Services & Applications Management 860-766-4761 -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Opela, Gary L Contr OC-ALC/ITMA Sent: Friday, March 16, 2007 4:47 PM To: arslist@ARSLIST.ORG Subject: Re: Who's in charge of support at BMC? (U) Fast Track.. Does that mean 1 week response time? -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Lammey, Peter A. Sent: Friday, March 16, 2007 2:15 PM To: arslist@ARSLIST.ORG Subject: Re: Who's in charge of support at BMC? (U) Whats your support level? Fast Track? Continuous? Thanks Peter Lammey ESPN MIT Technical Services & Applications Management 860-766-4761 -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Opela, Gary L Contr OC-ALC/ITMA Sent: Friday, March 16, 2007 2:58 PM To: arslist@ARSLIST.ORG Subject: Re: Who's in charge of support at BMC? (U) Wow, still no response. I wonder what would happen if our helpdesk people had this response time? Four days and I've not even had them suggest anything! -Original Message- From: Opela, Gary L Contr OC-ALC/ITMA Sent: Thursday, March 15, 2007 2:06 PM To: 'arslist@ARSLIST.ORG' Subject: RE: Who's in charge of support at BMC? (U) Okay, I agree that the top level support is great and all, but they should at least hold to their level of support for which we're paying. Example: I opened a ticket with Remedy on Tuesday Morning at 9:37 AM regarding some database connectivity issues I've been having (See thread entitled "MS SQL Linked Server error" for full information). They did not respond until the next day. I got to work on Wednesday at 7:00 and there was an email from them asking for, guess what, log files. Note that in my original emails, I had pasted the errors I was seeing, so they would not have anything to find in the log files. Additionally, in my original email, I had stated that this was affecting my entire user base. So, I sent them the files at 7:37AM on Wednesday. I wait all day, nothing.. I get to work this morning, and still nothing! I emailed them back and said their response time was not acceptable and asked that they elevate the priority of the ticket. That was at 7:47 AM this morning. They still have yet to respond. So, now I'm 4 days into the issue, and it's 2.5 days since I opened the ticket, and where am I? My users still cannot use a core functionality of their application! Now, granted, the issue may or may not be with remedy, but remedy is the only thing that is being affected. I can use all of the functionality directly within SQL Server Enterprise Manager and Query tool, but only remedy is experiencing issues. I pay for support, I expect to get support, not a generic canned response asking me for data which I've already provided just so they can put me on the ignore list! David, I hope you read this and take it to heart. You have a large customer base that is not happy. I hope you guys realize that due to your less than acceptable level of support, you are going to lose customers. There are other products out there that, while they may not be as good as remedy, have good enough support to make it worth it! Remedy, although it is great, is of no use to me if I cannot get it to work! ___ 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" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: Who's in charge of support at BMC? (U)
So can BMC put their tickets in a Status Pending with a Pending Reason "We Don't Care"? I find it annoying myself when we have certain tickets and you don't hear from the Support rep for some time and that you send emails asking for updates but just because the ticket is in a Pending status they don't have an obligation to respond and follow their response goals and you're left hanging. Thanks Peter Lammey ESPN MIT Technical Services & Applications Management 860-766-4761 -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Axton Sent: Friday, March 16, 2007 5:54 PM To: arslist@ARSLIST.ORG Subject: Re: Who's in charge of support at BMC? (U) Hours of Operation: Local Business Hours 12 hours x 5 days (Excludes published holidays) Initial Response Goals: S1 = 1 Business Hour S2 = 4 Business Hours S3 = 8 Business Hours S4 = 12 Business Hours Always check the status of your tickets. If it gets slipped into pending, it will sit there outside their sla coverage. Axton Grams On 3/16/07, Opela, Gary L Contr OC-ALC/ITMA <[EMAIL PROTECTED]> wrote: > Fast Track.. Does that mean 1 week response time? > > -Original Message- > From: Action Request System discussion list(ARSList) > [mailto:[EMAIL PROTECTED] On Behalf Of Lammey, Peter A. > Sent: Friday, March 16, 2007 2:15 PM > To: arslist@ARSLIST.ORG > Subject: Re: Who's in charge of support at BMC? (U) > > Whats your support level? Fast Track? Continuous? > > > > Thanks > Peter Lammey > ESPN MIT Technical Services & Applications Management > 860-766-4761 > > -Original Message- > From: Action Request System discussion list(ARSList) > [mailto:[EMAIL PROTECTED] On Behalf Of Opela, Gary L Contr > OC-ALC/ITMA > Sent: Friday, March 16, 2007 2:58 PM > To: arslist@ARSLIST.ORG > Subject: Re: Who's in charge of support at BMC? (U) > > Wow, still no response. I wonder what would happen if our helpdesk > people had this response time? Four days and I've not even had them > suggest anything! > > -----Original Message----- > From: Opela, Gary L Contr OC-ALC/ITMA > Sent: Thursday, March 15, 2007 2:06 PM > To: 'arslist@ARSLIST.ORG' > Subject: RE: Who's in charge of support at BMC? (U) > > feelings of my employer> > > Okay, I agree that the top level support is great and all, but they > should at least hold to their level of support for which we're paying. > > Example: > > I opened a ticket with Remedy on Tuesday Morning at 9:37 AM regarding > some database connectivity issues I've been having (See thread > entitled "MS SQL Linked Server error" for full information). > > They did not respond until the next day. I got to work on Wednesday at > 7:00 and there was an email from them asking for, guess what, log files. > > Note that in my original emails, I had pasted the errors I was seeing, > so they would not have anything to find in the log files. > Additionally, in my original email, I had stated that this was > affecting my entire user base. > > So, I sent them the files at 7:37AM on Wednesday. I wait all day, > nothing.. I get to work this morning, and still nothing! I emailed > them back and said their response time was not acceptable and asked > that they elevate the priority of the ticket. That was at 7:47 AM this morning. > > They still have yet to respond. So, now I'm 4 days into the issue, and > it's 2.5 days since I opened the ticket, and where am I? My users > still cannot use a core functionality of their application! > > Now, granted, the issue may or may not be with remedy, but remedy is > the only thing that is being affected. I can use all of the > functionality directly within SQL Server Enterprise Manager and Query > tool, but only remedy is experiencing issues. > > I pay for support, I expect to get support, not a generic canned > response asking me for data which I've already provided just so they > can put me on the ignore list! > > David, I hope you read this and take it to heart. You have a large > customer base that is not happy. > > I hope you guys realize that due to your less than acceptable level of > support, you are going to lose customers. There are other products out > there that, while they may not be as good as remedy, have good enough > support to make it worth it! > > Remedy, although it is great, is of no use to me if I cannot get it to > work! > > __ > __ > ___ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > ARSlist:&qu
Re: Who's in charge of support at BMC? (U)
Hours of Operation: Local Business Hours 12 hours x 5 days (Excludes published holidays) Initial Response Goals: S1 = 1 Business Hour S2 = 4 Business Hours S3 = 8 Business Hours S4 = 12 Business Hours Always check the status of your tickets. If it gets slipped into pending, it will sit there outside their sla coverage. Axton Grams On 3/16/07, Opela, Gary L Contr OC-ALC/ITMA <[EMAIL PROTECTED]> wrote: Fast Track.. Does that mean 1 week response time? -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Lammey, Peter A. Sent: Friday, March 16, 2007 2:15 PM To: arslist@ARSLIST.ORG Subject: Re: Who's in charge of support at BMC? (U) Whats your support level? Fast Track? Continuous? Thanks Peter Lammey ESPN MIT Technical Services & Applications Management 860-766-4761 -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Opela, Gary L Contr OC-ALC/ITMA Sent: Friday, March 16, 2007 2:58 PM To: arslist@ARSLIST.ORG Subject: Re: Who's in charge of support at BMC? (U) Wow, still no response. I wonder what would happen if our helpdesk people had this response time? Four days and I've not even had them suggest anything! -Original Message- From: Opela, Gary L Contr OC-ALC/ITMA Sent: Thursday, March 15, 2007 2:06 PM To: 'arslist@ARSLIST.ORG' Subject: RE: Who's in charge of support at BMC? (U) Okay, I agree that the top level support is great and all, but they should at least hold to their level of support for which we're paying. Example: I opened a ticket with Remedy on Tuesday Morning at 9:37 AM regarding some database connectivity issues I've been having (See thread entitled "MS SQL Linked Server error" for full information). They did not respond until the next day. I got to work on Wednesday at 7:00 and there was an email from them asking for, guess what, log files. Note that in my original emails, I had pasted the errors I was seeing, so they would not have anything to find in the log files. Additionally, in my original email, I had stated that this was affecting my entire user base. So, I sent them the files at 7:37AM on Wednesday. I wait all day, nothing.. I get to work this morning, and still nothing! I emailed them back and said their response time was not acceptable and asked that they elevate the priority of the ticket. That was at 7:47 AM this morning. They still have yet to respond. So, now I'm 4 days into the issue, and it's 2.5 days since I opened the ticket, and where am I? My users still cannot use a core functionality of their application! Now, granted, the issue may or may not be with remedy, but remedy is the only thing that is being affected. I can use all of the functionality directly within SQL Server Enterprise Manager and Query tool, but only remedy is experiencing issues. I pay for support, I expect to get support, not a generic canned response asking me for data which I've already provided just so they can put me on the ignore list! David, I hope you read this and take it to heart. You have a large customer base that is not happy. I hope you guys realize that due to your less than acceptable level of support, you are going to lose customers. There are other products out there that, while they may not be as good as remedy, have good enough support to make it worth it! Remedy, although it is great, is of no use to me if I cannot get it to work! ___ 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" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: Who's in charge of support at BMC? (U)
Fast Track.. Does that mean 1 week response time? -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Lammey, Peter A. Sent: Friday, March 16, 2007 2:15 PM To: arslist@ARSLIST.ORG Subject: Re: Who's in charge of support at BMC? (U) Whats your support level? Fast Track? Continuous? Thanks Peter Lammey ESPN MIT Technical Services & Applications Management 860-766-4761 -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Opela, Gary L Contr OC-ALC/ITMA Sent: Friday, March 16, 2007 2:58 PM To: arslist@ARSLIST.ORG Subject: Re: Who's in charge of support at BMC? (U) Wow, still no response. I wonder what would happen if our helpdesk people had this response time? Four days and I've not even had them suggest anything! -Original Message- From: Opela, Gary L Contr OC-ALC/ITMA Sent: Thursday, March 15, 2007 2:06 PM To: 'arslist@ARSLIST.ORG' Subject: RE: Who's in charge of support at BMC? (U) Okay, I agree that the top level support is great and all, but they should at least hold to their level of support for which we're paying. Example: I opened a ticket with Remedy on Tuesday Morning at 9:37 AM regarding some database connectivity issues I've been having (See thread entitled "MS SQL Linked Server error" for full information). They did not respond until the next day. I got to work on Wednesday at 7:00 and there was an email from them asking for, guess what, log files. Note that in my original emails, I had pasted the errors I was seeing, so they would not have anything to find in the log files. Additionally, in my original email, I had stated that this was affecting my entire user base. So, I sent them the files at 7:37AM on Wednesday. I wait all day, nothing.. I get to work this morning, and still nothing! I emailed them back and said their response time was not acceptable and asked that they elevate the priority of the ticket. That was at 7:47 AM this morning. They still have yet to respond. So, now I'm 4 days into the issue, and it's 2.5 days since I opened the ticket, and where am I? My users still cannot use a core functionality of their application! Now, granted, the issue may or may not be with remedy, but remedy is the only thing that is being affected. I can use all of the functionality directly within SQL Server Enterprise Manager and Query tool, but only remedy is experiencing issues. I pay for support, I expect to get support, not a generic canned response asking me for data which I've already provided just so they can put me on the ignore list! David, I hope you read this and take it to heart. You have a large customer base that is not happy. I hope you guys realize that due to your less than acceptable level of support, you are going to lose customers. There are other products out there that, while they may not be as good as remedy, have good enough support to make it worth it! Remedy, although it is great, is of no use to me if I cannot get it to work! ___ 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"
Re: Who's in charge of support at BMC? (U)
Whats your support level? Fast Track? Continuous? Thanks Peter Lammey ESPN MIT Technical Services & Applications Management 860-766-4761 -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Opela, Gary L Contr OC-ALC/ITMA Sent: Friday, March 16, 2007 2:58 PM To: arslist@ARSLIST.ORG Subject: Re: Who's in charge of support at BMC? (U) Wow, still no response. I wonder what would happen if our helpdesk people had this response time? Four days and I've not even had them suggest anything! -Original Message- From: Opela, Gary L Contr OC-ALC/ITMA Sent: Thursday, March 15, 2007 2:06 PM To: 'arslist@ARSLIST.ORG' Subject: RE: Who's in charge of support at BMC? (U) Okay, I agree that the top level support is great and all, but they should at least hold to their level of support for which we're paying. Example: I opened a ticket with Remedy on Tuesday Morning at 9:37 AM regarding some database connectivity issues I've been having (See thread entitled "MS SQL Linked Server error" for full information). They did not respond until the next day. I got to work on Wednesday at 7:00 and there was an email from them asking for, guess what, log files. Note that in my original emails, I had pasted the errors I was seeing, so they would not have anything to find in the log files. Additionally, in my original email, I had stated that this was affecting my entire user base. So, I sent them the files at 7:37AM on Wednesday. I wait all day, nothing.. I get to work this morning, and still nothing! I emailed them back and said their response time was not acceptable and asked that they elevate the priority of the ticket. That was at 7:47 AM this morning. They still have yet to respond. So, now I'm 4 days into the issue, and it's 2.5 days since I opened the ticket, and where am I? My users still cannot use a core functionality of their application! Now, granted, the issue may or may not be with remedy, but remedy is the only thing that is being affected. I can use all of the functionality directly within SQL Server Enterprise Manager and Query tool, but only remedy is experiencing issues. I pay for support, I expect to get support, not a generic canned response asking me for data which I've already provided just so they can put me on the ignore list! David, I hope you read this and take it to heart. You have a large customer base that is not happy. I hope you guys realize that due to your less than acceptable level of support, you are going to lose customers. There are other products out there that, while they may not be as good as remedy, have good enough support to make it worth it! Remedy, although it is great, is of no use to me if I cannot get it to work! ___ 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"
Re: Who's in charge of support at BMC? (U)
Wow, still no response. I wonder what would happen if our helpdesk people had this response time? Four days and I've not even had them suggest anything! -Original Message- From: Opela, Gary L Contr OC-ALC/ITMA Sent: Thursday, March 15, 2007 2:06 PM To: 'arslist@ARSLIST.ORG' Subject: RE: Who's in charge of support at BMC? (U) Okay, I agree that the top level support is great and all, but they should at least hold to their level of support for which we're paying. Example: I opened a ticket with Remedy on Tuesday Morning at 9:37 AM regarding some database connectivity issues I've been having (See thread entitled "MS SQL Linked Server error" for full information). They did not respond until the next day. I got to work on Wednesday at 7:00 and there was an email from them asking for, guess what, log files. Note that in my original emails, I had pasted the errors I was seeing, so they would not have anything to find in the log files. Additionally, in my original email, I had stated that this was affecting my entire user base. So, I sent them the files at 7:37AM on Wednesday. I wait all day, nothing.. I get to work this morning, and still nothing! I emailed them back and said their response time was not acceptable and asked that they elevate the priority of the ticket. That was at 7:47 AM this morning. They still have yet to respond. So, now I'm 4 days into the issue, and it's 2.5 days since I opened the ticket, and where am I? My users still cannot use a core functionality of their application! Now, granted, the issue may or may not be with remedy, but remedy is the only thing that is being affected. I can use all of the functionality directly within SQL Server Enterprise Manager and Query tool, but only remedy is experiencing issues. I pay for support, I expect to get support, not a generic canned response asking me for data which I've already provided just so they can put me on the ignore list! David, I hope you read this and take it to heart. You have a large customer base that is not happy. I hope you guys realize that due to your less than acceptable level of support, you are going to lose customers. There are other products out there that, while they may not be as good as remedy, have good enough support to make it worth it! Remedy, although it is great, is of no use to me if I cannot get it to work! ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: Who's in charge of support at BMC? (U)
Ive had many occasions where I had an issue and I submitted the issue to BMC and ARSList at the same time. BMC would send a basic response with very little insight and typically they will suggest patching the server since that patch "might include some fixes that might fix your problem". Unless it includes a SW bug that is addressed by the patch that resembles your issue, my experience has been that the patch accomplishes nothing. Most of my issues sent to BMC and ARSList have ended up with better advice and help from ARSList vs BMC. We pay thousands of dollars every year for BMC with worse support than a distribution list that provides great advice and responses for no chargeGo figure. And to top if off, BMC could care less that you found the solution without their help. They look to close your ticket as soon as possible to get you off their backs rather than assure their supported customers are satisfied with the assistance and help provided. Thanks Peter Lammey ESPN MIT Technical Services & Applications Management 860-766-4761 -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96 CG/SCWOE Sent: Thursday, March 15, 2007 3:28 PM To: arslist@ARSLIST.ORG Subject: Re: Who's in charge of support at BMC? (U) Yes, I have to agree there. I don't open many support requests--maybe three or four a year--but the last ones I submitted I experienced pretty much exactly what you describe. Pretty much Remedy support--from my experience--goes something like this: - User submits a request for help. - User gets a canned "we got your request for help" message. - A day or two later a support tech emails you for copies of the log files. - A day or two later a support tech asks you to apply a patch that addresses bugs totally unrelated to your issue. - They sit on your ticket. - Meanwhile you Google or turn to ARSList for help. - After tons of research, you solve the problem yourself. - A Remedy support agent contacts you and asks you how you solved the problem. - You fill out the automated customer satisfaction survey and nothing happens. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Opela, Gary L Contr OC-ALC/ITMA Sent: Thursday, March 15, 2007 2:06 PM To: arslist@ARSLIST.ORG Subject: Re: Who's in charge of support at BMC? (U) Okay, I agree that the top level support is great and all, but they should at least hold to their level of support for which we're paying. Example: I opened a ticket with Remedy on Tuesday Morning at 9:37 AM regarding some database connectivity issues I've been having (See thread entitled "MS SQL Linked Server error" for full information). They did not respond until the next day. I got to work on Wednesday at 7:00 and there was an email from them asking for, guess what, log files. Note that in my original emails, I had pasted the errors I was seeing, so they would not have anything to find in the log files. Additionally, in my original email, I had stated that this was affecting my entire user base. So, I sent them the files at 7:37AM on Wednesday. I wait all day, nothing.. I get to work this morning, and still nothing! I emailed them back and said their response time was not acceptable and asked that they elevate the priority of the ticket. That was at 7:47 AM this morning. They still have yet to respond. So, now I'm 4 days into the issue, and it's 2.5 days since I opened the ticket, and where am I? My users still cannot use a core functionality of their application! Now, granted, the issue may or may not be with remedy, but remedy is the only thing that is being affected. I can use all of the functionality directly within SQL Server Enterprise Manager and Query tool, but only remedy is experiencing issues. I pay for support, I expect to get support, not a generic canned response asking me for data which I've already provided just so they can put me on the ignore list! David, I hope you read this and take it to heart. You have a large customer base that is not happy. I hope you guys realize that due to your less than acceptable level of support, you are going to lose customers. There are other products out there that, while they may not be as good as remedy, have good enough support to make it worth it! Remedy, although it is great, is of no use to me if I cannot get it to work! ___ 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"
Re: Who's in charge of support at BMC? (U)
Well, Norm, my process is a little different than yours :) - <> you Google or turn to ARSList for help. - After tons of research, you solve the problem yourself . - User submits a request for help. - User gets a canned "we got your request for help" message. - A day or two later a support tech emails you for copies of the log files. - They sit on your ticket. - A day or two later a support tech asks you to apply a patch that addresses bugs totally unrelated to your issue. - A Remedy support agent contacts you and asks you how you solved the problem. - You the automated customer satisfaction survey nothing happens. I would prefer your scenario over mine, because at least you got your problem fixed. As long as remedy has the corner in this niche market, they have no reason to spend more money on support. I mean, I wonder how many accounts they've really lost? I doubt they've lost very many. It's a sad fact that they give this level of support just because they can. You can't treat your prize flower like a dandelion and expect it to win any shows. I think I'll make this my new saying. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96 CG/SCWOE Sent: Thursday, March 15, 2007 2:28 PM To: arslist@ARSLIST.ORG Subject: Re: Who's in charge of support at BMC? (U) Yes, I have to agree there. I don't open many support requests--maybe three or four a year--but the last ones I submitted I experienced pretty much exactly what you describe. Pretty much Remedy support--from my experience--goes something like this: - User submits a request for help. - User gets a canned "we got your request for help" message. - A day or two later a support tech emails you for copies of the log files. - A day or two later a support tech asks you to apply a patch that addresses bugs totally unrelated to your issue. - They sit on your ticket. - Meanwhile you Google or turn to ARSList for help. - After tons of research, you solve the problem yourself. - A Remedy support agent contacts you and asks you how you solved the problem. - You fill out the automated customer satisfaction survey and nothing happens. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: Who's in charge of support at BMC? (U)
Yes, I have to agree there. I don't open many support requests--maybe three or four a year--but the last ones I submitted I experienced pretty much exactly what you describe. Pretty much Remedy support--from my experience--goes something like this: - User submits a request for help. - User gets a canned "we got your request for help" message. - A day or two later a support tech emails you for copies of the log files. - A day or two later a support tech asks you to apply a patch that addresses bugs totally unrelated to your issue. - They sit on your ticket. - Meanwhile you Google or turn to ARSList for help. - After tons of research, you solve the problem yourself. - A Remedy support agent contacts you and asks you how you solved the problem. - You fill out the automated customer satisfaction survey and nothing happens. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Opela, Gary L Contr OC-ALC/ITMA Sent: Thursday, March 15, 2007 2:06 PM To: arslist@ARSLIST.ORG Subject: Re: Who's in charge of support at BMC? (U) Okay, I agree that the top level support is great and all, but they should at least hold to their level of support for which we're paying. Example: I opened a ticket with Remedy on Tuesday Morning at 9:37 AM regarding some database connectivity issues I've been having (See thread entitled "MS SQL Linked Server error" for full information). They did not respond until the next day. I got to work on Wednesday at 7:00 and there was an email from them asking for, guess what, log files. Note that in my original emails, I had pasted the errors I was seeing, so they would not have anything to find in the log files. Additionally, in my original email, I had stated that this was affecting my entire user base. So, I sent them the files at 7:37AM on Wednesday. I wait all day, nothing.. I get to work this morning, and still nothing! I emailed them back and said their response time was not acceptable and asked that they elevate the priority of the ticket. That was at 7:47 AM this morning. They still have yet to respond. So, now I'm 4 days into the issue, and it's 2.5 days since I opened the ticket, and where am I? My users still cannot use a core functionality of their application! Now, granted, the issue may or may not be with remedy, but remedy is the only thing that is being affected. I can use all of the functionality directly within SQL Server Enterprise Manager and Query tool, but only remedy is experiencing issues. I pay for support, I expect to get support, not a generic canned response asking me for data which I've already provided just so they can put me on the ignore list! David, I hope you read this and take it to heart. You have a large customer base that is not happy. I hope you guys realize that due to your less than acceptable level of support, you are going to lose customers. There are other products out there that, while they may not be as good as remedy, have good enough support to make it worth it! Remedy, although it is great, is of no use to me if I cannot get it to work! ___ 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"
Re: Who's in charge of support at BMC? (U)
Okay, I agree that the top level support is great and all, but they should at least hold to their level of support for which we're paying. Example: I opened a ticket with Remedy on Tuesday Morning at 9:37 AM regarding some database connectivity issues I've been having (See thread entitled "MS SQL Linked Server error" for full information). They did not respond until the next day. I got to work on Wednesday at 7:00 and there was an email from them asking for, guess what, log files. Note that in my original emails, I had pasted the errors I was seeing, so they would not have anything to find in the log files. Additionally, in my original email, I had stated that this was affecting my entire user base. So, I sent them the files at 7:37AM on Wednesday. I wait all day, nothing.. I get to work this morning, and still nothing! I emailed them back and said their response time was not acceptable and asked that they elevate the priority of the ticket. That was at 7:47 AM this morning. They still have yet to respond. So, now I'm 4 days into the issue, and it's 2.5 days since I opened the ticket, and where am I? My users still cannot use a core functionality of their application! Now, granted, the issue may or may not be with remedy, but remedy is the only thing that is being affected. I can use all of the functionality directly within SQL Server Enterprise Manager and Query tool, but only remedy is experiencing issues. I pay for support, I expect to get support, not a generic canned response asking me for data which I've already provided just so they can put me on the ignore list! David, I hope you read this and take it to heart. You have a large customer base that is not happy. I hope you guys realize that due to your less than acceptable level of support, you are going to lose customers. There are other products out there that, while they may not be as good as remedy, have good enough support to make it worth it! Remedy, although it is great, is of no use to me if I cannot get it to work! ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: Who's in charge of support at BMC? (U)
We used to have problems with sales reps several years ago during and shortly after the Peregrine/BMC transition, but our current and previous account representatives have been absolutely outstanding. We are currently assigned to Rick Finkle, and were previously with Lance Haile. Both have helped us resolve outstanding issues that we had with licensing and purchasing new products/licenses. As for the Remedy Support, I have to say that "send me the log (or DEF) files" has been the mantra ever since I began working with support nearly 7 years ago. There is a limited amount they can fix without knowing what else is going on in the background. That's like calling a mechanic, telling him your car is constantly overheating, and expecting the guy to fix the problem over the phone. At some point, he will need to physically look inside the engine, which is what logs and DEF files are to Remedy Support. I have had my share of support calls with the technician who insists on "going through the script" on a dozen things I have already checked. Playing devil's advocate though, the Remedy Support staff have no idea who I or any other caller actually is. They don't know whether we are senior Remedy Developers who can design forms and workflow in our sleep, or some schmuck on the Help Desk who was given the manuals 10 minutes ago and told "Read this, and have our new Help Desk system ready for implementation in two weeks." We may know some of the more senior techs who also know us, but they are not the front-line support people taking all of the calls that come in everyday. If you have a problem with Remedy Support, I highly recommend you call up their support line and ask to speak with a manager. If they don't help you or seem indifferent, then go to that person's manager. Eventually, you are either going to get the help you are looking for, or be talking to CEO Robert Beauchamp himself. Good luck, -James - Original Message From: Rick Cook <[EMAIL PROTECTED]> To: arslist@ARSLIST.ORG Sent: Thursday, March 15, 2007 12:55:42 PM Subject: Re: [ARSLIST] Who's in charge of support at BMC? (U) I bet if I took a show of hands as to who was happy with Remedy engineering and support right now, it would be a small minority - no surprise there. Would it also be a minority of those who could say their BMC sales rep is either unknown to them or ineffective in serving them? Houston - YOU have a problem. For details, see your closest mirror. Rick TV dinner still cooling? Check out "Tonight's Picks" on Yahoo! TV. http://tv.yahoo.com/ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: Who's in charge of support at BMC? THIS WORKED FOR ME!
I too, am greatly disappointed with the level of support BMC provides: Remedy Corp really spoiled us. I have, however, found someone there who actually can do something about it. The manager of Customer Support is a gentleman named WADE (last name withheld to protect his family and allow him to take a break from work). In order to get his attention, prefix the SUBJECT of your email with his name. for example, the subject of this email ( if sent to [EMAIL PROTECTED] ) WOULD be WADE: RE: Who's in charge of support at BMC? THIS WORKED FOR ME! Anyone receiving an email at [EMAIL PROTECTED] knows to forward a message prefixed with WADE directly to him. Wade is a good guy trying to cope with a bad situation, so be nice to him. (and don't tell him where you learned this trick) Joel ___ Joel D. Sender Director of Western Operations QMX SUPPORT SERVICES, INC. [EMAIL PROTECTED] -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] Behalf Of Chris Williams Sent: Thursday, March 15, 2007 11:04 AM To: arslist@ARSLIST.ORG Subject: Re: Who's in charge of support at BMC? (U) If you can afford it, then I'm sure its greatbut quality should never depend on contract level! Chris > Everone, > > I know that my support experiences are not the "norm" at BMC. I know > that we all pay large amounts in maintenance and support and then a > premium for Enterprise support. I also know that using the "normal" > support channels can be non-productive and frustrating. > > All this being said, If your company can afford it, I would highly > recommend Enterprise Support. Not only do you get a single contact for > all of you support issues 24x7, but you get their cell and home numbers. > You get quick access to the engineering and resolution teams. You get > weekly status calls and routine health checks. You even get 7 on site > visits per year and your Remedy Support person gets money to build a > "mock up" of your environment. > > Since purchasing Enterprise Support, I can honestly say that I have > never had a better support relationship or experience. > > > Kelly Gatewood ___ 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"
Re: Who's in charge of support at BMC? ((one more)
And, I just received this line from a BMC tech rep concerning an open issue: Are we able to "Close" this ticket (the ticket status will not affect the bug in any way) with the bug attached to it? This message only mentioned recording a known bug, and contained no other suggestions on fixing the broken non-functionality. The interchanges on this issue are only the latest installment in BMC communications, numerous issues involved, which follow a pattern all too familiar to other listers. I am now reluctantly convinced that a significant part of the BMC user support environment is only concerned with the paperwork mill of closing tickets--the substantive solution development for issues is secondary. My engineering background finds the latter situation totally unacceptable. I am remembering that some individuals at BMC are shining stars and solid contributors--and have been helpful to this customer. BTW--the 'bug' mentioned in the snip above is relatively minor--but a bug nonetheless, one that renders certain reports unusable in their present form. Further, the malfunction should be relatively easy to isolate and correct in a well-architected product suite--and I would not insult a customer by suggesting that the 'reports can be accepted as-is, then reformatted to suit'. This 'feature' contributes to the nondeployability of ITSM7 to our user community in its current form. Don W. McClure, P.E. Systems Engineer University of North Texas [EMAIL PROTECTED] 940.565.3287 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: Who's in charge of support at BMC? (U)
I, too, have had mostly good experience with support of the past few years. However, I have to admit that by the time my customers, BMC support, and I are all on the same phone call together, we're talking to veteran analysts and engineers. I'm just relaying what other people keep telling me. That is, if you have a general application problem or licensing issue, support just "ain't what it used to be." --Tim - Original Message From: Jason Miller <[EMAIL PROTECTED]> To: arslist@ARSLIST.ORG Sent: Thursday, March 15, 2007 1:26:57 PM Subject: Re: [ARSLIST] Who's in charge of support at BMC? (U) Some good points Tim. Especially regarding a HD application provider not being able to provide customer support. A company that is pushing IT Service Management as a product apparently doesn't have any ITSM internally? I must admit that I have only talked to support a time or two in recent history. My last contact regarding a technical issue in November was just what I would expect from top notch support. I must be a lucky boy? Does anybody on the list use other BMC products (we are just implementing ID Management but haven't call support for it yet)? Is support consistent for other their products? Maybe the Remedy product line just is not as important (as big a revenue generator) as their other products? Is the Remedy community seeing a lack of interest in Remedy or a BMC support issue as a whole? Jason -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Tim Widowfield Sent: Thursday, March 15, 2007 9:28 AM To: arslist@ARSLIST.ORG Subject: 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. >From my own experience, I actually think that's true. Last summer I spent over two hours on the phone with a certain airline, just trying to change a flight. I have nothing against anyone who happens to live and work in Bangalore. However, it appears the call-takers for this airline aren't empowered to do *anything* on their own. "Let me talk to my supervisor" is their mantra. (At BMC it's: "Send me your log files.") The likelihood that I will ever choose to use that airline again is now extremely low. On the other hand, every time I've called DirecTV I'm astonished at how good their customer service is. They actually know how their products work, and they have the patience to walk customers through time-consuming tasks like rebooting an HD receiver/recorder. Would I ever switch to Dish Network or digital cable? Are you crazy? I hope the current support debacle at BMC will be rectified soon. However, I've seen this scenario played out before. Organizations get fixated on the idea that saving money is the same as making money. It isn't. It's a delusion that accompanies the death spiral. First they start cutting costs by firing all their competent employees. Next they sell off all their profitable assets, just to keep the bottom line from looking anemic. In the end, there's nothing left but the name and the dim memory of what used to be. "Will the last one out of the building please turn out the lights?" --Tim - Original Message From: "Joran, Peter P, CTR, OSD-CIO" <[EMAIL PROTECTED]> To: arslist@ARSLIST.ORG Sent: Thursday, March 15, 2007 10:38:38 AM Subject: Re: [ARSLIST] Who's in charge of support at BMC? (U) UNCLASSIFIED This has been going on long enough. There seems to be a lack of planning and stakeholder analysis. Perhaps the time is right for a signed petition listing the issues, demanding change and requiring that BMC address the problems at RUG. What a painful post. It's right there with the parental saying 'This hurts me more than it hurts you.' Any thoughts? Pete -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Carey Matthew Black Sent: Thursday, March 15, 2007 8:23 AM To: arslist@ARSLIST.ORG Subject: Re: Who's in charge of support at BMC? Bing, I appreciate the offer for special assistance. ( You will likely not be surprised to know that you are actually not the first member of this community to offer such help. Have I mentioned lately that this is the best group of "co-workers" that I have ever had the pleasure of working with? ) However the details of the technical issue are, at this point, not rea
Re: Who's in charge of support at BMC? (U)
If you can afford it, then I'm sure its greatbut quality should never depend on contract level! Chris > Everone, > > I know that my support experiences are not the "norm" at BMC. I know > that we all pay large amounts in maintenance and support and then a > premium for Enterprise support. I also know that using the "normal" > support channels can be non-productive and frustrating. > > All this being said, If your company can afford it, I would highly > recommend Enterprise Support. Not only do you get a single contact for > all of you support issues 24x7, but you get their cell and home numbers. > You get quick access to the engineering and resolution teams. You get > weekly status calls and routine health checks. You even get 7 on site > visits per year and your Remedy Support person gets money to build a > "mock up" of your environment. > > Since purchasing Enterprise Support, I can honestly say that I have > never had a better support relationship or experience. > > > Kelly Gatewood ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: Who's in charge of support at BMC? (U)
Well, I hope you're in the majority, Peter. I do hear some that aren't as
lucky as you, but was really trying to get an idea of whether it was an
isolated problem or an(other) common one.
Rick
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Joran, Peter P, CTR, OSD-CIO
Sent: Thursday, March 15, 2007 10:24 AM
To: arslist@ARSLIST.ORG
Subject: Re: Who's in charge of support at BMC? (U)
FOR OFFICIAL USE ONLY
I agree. My sales reps and sales engineers have been and remain tops.
Today that's Tom Beckett and David Quinn. Thanks fellas!!
Pete
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rob Dudley
Sent: Thursday, March 15, 2007 1:06 PM
To: arslist@ARSLIST.ORG
Subject: Re: Who's in charge of support at BMC? (U)
**
For the record -
Our sales rep is the best I've dealt with thus far. As for support...
well, they never seem to be able to fix my issues - this could be caused by
the fact that when I have to contact support, I've exhausted every avenue
prior to contacting them and I wind up fixing the issues myself and then
telling them how I did it.
Only my 2 cents...
Rob
On 3/15/07, Rick Cook <[EMAIL PROTECTED]> wrote:
I bet if I took a show of hands as to who was happy with Remedy
engineering
and support right now, it would be a small minority - no surprise
there.
Would it also be a minority of those who could say their BMC sales
rep is
either unknown to them or ineffective in serving them?
Houston - YOU have a problem. For details, see your closest mirror.
Rick
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Tim Widowfield
Sent: Thursday, March 15, 2007 9:28 AM
To: arslist@ARSLIST.ORG
Subject: 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.
From my own experience, I actually think that's true. Last summer I
spent
over two hours on the phone with a certain airline, just trying to
change a
flight. I have nothing against anyone who happens to live and work
in
Bangalore. However, it appears the call-takers for this airline
aren't
empowered to do *anything* on their own. "Let me talk to my
supervisor" is
their mantra. (At BMC it's: "Send me your log files.") The
likelihood that
I will ever choose to use that airline again is now extremely low.
On the other hand, every time I've called DirecTV I'm astonished at
how good
their customer service is. They actually know how their products
work, and
they have the patience to walk customers through time-consuming
tasks like
rebooting an HD receiver/recorder. Would I ever switch to Dish
Network or
digital cable? Are you crazy?
I hope the current support debacle at BMC will be rectified soon.
However,
I've seen this scenario played out before. Organizations get
fixated on the
idea that saving money is the same as making money. It isn't.
It's a
delusion that accompanies the death spiral. First they start
cutting costs
by firing all their competent employees. Next they sell off all
their
profitable assets, just to keep the bottom line from looking anemic.
In the
end, there's nothing left but the name and the dim memory of what
used to
be.
"Will the last one out of the building please turn out the lights?"
--Tim
- Original Message
From: "Joran, Peter P, CTR, OSD-CIO" <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Thursday, March 15, 2007 10:38:38 AM
Subject: Re: [ARSLIST] Who's in charge of support at BMC? (U)
UNCLASSIFIED
This has been going on long enough. There seems to be a lack of
planning and
stakeholder analysis. Perhaps the time is right for a signed
petition
listing the issues, demanding change and requiring that BMC address
the
problems at RUG.
What a
Re: Who's in charge of support at BMC? (U)
I seem to recall, two years ago when the RUG (yes it was still the RUG back then) was in San Jose, that at one meeting with BMC brass there were a large number of complaints about user support. I remember that they seemed surprised and that they promised they would look into the issues and complaints. Sadly it seems that instead of improving, things have only gotten worse. I seriously hope that BMC takes note of the complaints from the ARS list and takes another look at their current support policies before its too late. Shawn Rosenberry RSP On 3/15/07, Rick Cook <[EMAIL PROTECTED]> wrote: I bet if I took a show of hands as to who was happy with Remedy engineering and support right now, it would be a small minority - no surprise there. Would it also be a minority of those who could say their BMC sales rep is either unknown to them or ineffective in serving them? Houston - YOU have a problem. For details, see your closest mirror. Rick -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Tim Widowfield Sent: Thursday, March 15, 2007 9:28 AM To: arslist@ARSLIST.ORG Subject: 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. From my own experience, I actually think that's true. Last summer I spent over two hours on the phone with a certain airline, just trying to change a flight. I have nothing against anyone who happens to live and work in Bangalore. However, it appears the call-takers for this airline aren't empowered to do *anything* on their own. "Let me talk to my supervisor" is their mantra. (At BMC it's: "Send me your log files.") The likelihood that I will ever choose to use that airline again is now extremely low. On the other hand, every time I've called DirecTV I'm astonished at how good their customer service is. They actually know how their products work, and they have the patience to walk customers through time-consuming tasks like rebooting an HD receiver/recorder. Would I ever switch to Dish Network or digital cable? Are you crazy? I hope the current support debacle at BMC will be rectified soon. However, I've seen this scenario played out before. Organizations get fixated on the idea that saving money is the same as making money. It isn't. It's a delusion that accompanies the death spiral. First they start cutting costs by firing all their competent employees. Next they sell off all their profitable assets, just to keep the bottom line from looking anemic. In the end, there's nothing left but the name and the dim memory of what used to be. "Will the last one out of the building please turn out the lights?" --Tim - Original Message From: "Joran, Peter P, CTR, OSD-CIO" <[EMAIL PROTECTED]> To: arslist@ARSLIST.ORG Sent: Thursday, March 15, 2007 10:38:38 AM Subject: Re: [ARSLIST] Who's in charge of support at BMC? (U) UNCLASSIFIED This has been going on long enough. There seems to be a lack of planning and stakeholder analysis. Perhaps the time is right for a signed petition listing the issues, demanding change and requiring that BMC address the problems at RUG. What a painful post. It's right there with the parental saying 'This hurts me more than it hurts you.' Any thoughts? Pete -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Carey Matthew Black Sent: Thursday, March 15, 2007 8:23 AM To: arslist@ARSLIST.ORG Subject: Re: Who's in charge of support at BMC? Bing, I appreciate the offer for special assistance. ( You will likely not be surprised to know that you are actually not the first member of this community to offer such help. Have I mentioned lately that this is the best group of "co-workers" that I have ever had the pleasure of working with? ) However the details of the technical issue are, at this point, not really the more important issue. I think the BMC support process is broke and their customers have little to no apparent way to actually receive any functional resolution to their problems. On this technical issue: I have been patient and sent in the same set of useless log files, multiple times, at the request of Tech support. I have answered the same set of useless questions, multiple times, at the request of Tech support. I have asked to have the issue transferred to another Tech support person. (That request has gone no
Re: Who's in charge of support at BMC? (U)
Ditto: Janet Taylor and Marcia Summers have both provided a great deal
of assistance in keeping us as a customer despite our support issues.
I just want to add this comment. Once we reach Tier III, we usually get
great support. The problem is getting to that level of expertise. This
is where support fails most of the time. It appears that all Tier I and
some Tier II support personnel are not educated in the products that
they supporting.
Dave
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Joran, Peter P, CTR, OSD-CIO
Sent: Thursday, March 15, 2007 12:24
To: arslist@ARSLIST.ORG
Subject: Re: Who's in charge of support at BMC? (U)
FOR OFFICIAL USE ONLY
I agree. My sales reps and sales engineers have been and remain tops.
Today that's Tom Beckett and David Quinn. Thanks fellas!!
Pete
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rob Dudley
Sent: Thursday, March 15, 2007 1:06 PM
To: arslist@ARSLIST.ORG
Subject: Re: Who's in charge of support at BMC? (U)
**
For the record -
Our sales rep is the best I've dealt with thus far. As for support...
well, they never seem to be able to fix my issues - this could be caused
by the fact that when I have to contact support, I've exhausted every
avenue prior to contacting them and I wind up fixing the issues myself
and then telling them how I did it.
Only my 2 cents...
Rob
On 3/15/07, Rick Cook <[EMAIL PROTECTED]> wrote:
I bet if I took a show of hands as to who was happy with Remedy
engineering
and support right now, it would be a small minority - no
surprise there.
Would it also be a minority of those who could say their BMC
sales rep is
either unknown to them or ineffective in serving them?
Houston - YOU have a problem. For details, see your closest
mirror.
Rick
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Tim Widowfield
Sent: Thursday, March 15, 2007 9:28 AM
To: arslist@ARSLIST.ORG
Subject: 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.
From my own experience, I actually think that's true. Last
summer I spent
over two hours on the phone with a certain airline, just trying
to change a
flight. I have nothing against anyone who happens to live and
work in
Bangalore. However, it appears the call-takers for this airline
aren't
empowered to do *anything* on their own. "Let me talk to my
supervisor" is
their mantra. (At BMC it's: "Send me your log files.") The
likelihood that
I will ever choose to use that airline again is now extremely
low.
On the other hand, every time I've called DirecTV I'm astonished
at how good
their customer service is. They actually know how their
products work, and
they have the patience to walk customers through time-consuming
tasks like
rebooting an HD receiver/recorder. Would I ever switch to Dish
Network or
digital cable? Are you crazy?
I hope the current support debacle at BMC will be rectified
soon. However,
I've seen this scenario played out before. Organizations get
fixated on the
idea that saving money is the same as making money. It isn't.
It's a
delusion that accompanies the death spiral. First they start
cutting costs
by firing all their competent employees. Next they sell off all
their
profitable assets, just to keep the bottom line from looking
anemic. In the
end, there's nothing left but the name and the dim memory of
what used to
be.
"Will the last one out of the building please turn out the
lights?"
--Tim
- Original Message
From: "Joran, Peter P, CTR, OSD-CIO" <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Thursday, March 15, 2007 10:38:38 AM
Subject: Re: [ARSLIST] Who's in charge of support at BMC? (U)
UNCLASSIFIED
This has been going on long enough. There see
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"
Re: Who's in charge of support at BMC? (U)
Sad but true. Have you ever worked at a company where your position was the breadwinner (e.g., a software company or consulting firm) and also worked at a company where you were classified as overhead? Notice a difference in your perceived value when operating in those different scenarios? On one side you have the power to make change, in the other you are subject to what is dictated as important. Why? Because in one case you are making the money and the other you cost money. Bottom line is that BMC will act/react in response to their bottom line; read as sales and shareholder perception. Why? Because that is how they are able to continue to operate. Until the people that make the decision to buy or not to buy BMC products (C level people) start to show change, BMC will probably not change. There are certain individuals inside BMC that do read these things and want to make things better, but back to the bottom line, they are operating in a limited capacity. Why? Because the people in the field are not the people buying the products or making the decision to buy products. What does this all translate to? Stop buying BMC products if you are not happy with the current state of events or you think better alternatives are available. As Christian stated, if you or yours are not doing this (moving away from BMC products), then BMC is making the right decision in how they are handling things. Whether you think the status quo is good or bad is not relavent to the people that have to sign off on change. One would like to see things get better before it comes to this (people moving away), but companies (large and/or old companies in particular) are reactionary by nature. Axton Grams On 3/15/07, Christian Janovic <[EMAIL PROTECTED]> wrote: 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"
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"
Re: Who's in charge of support at BMC? (U)
Some good points Tim. Especially regarding a HD application provider not being able to provide customer support. A company that is pushing IT Service Management as a product apparently doesn't have any ITSM internally? I must admit that I have only talked to support a time or two in recent history. My last contact regarding a technical issue in November was just what I would expect from top notch support. I must be a lucky boy? Does anybody on the list use other BMC products (we are just implementing ID Management but haven't call support for it yet)? Is support consistent for other their products? Maybe the Remedy product line just is not as important (as big a revenue generator) as their other products? Is the Remedy community seeing a lack of interest in Remedy or a BMC support issue as a whole? Jason -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Tim Widowfield Sent: Thursday, March 15, 2007 9:28 AM To: arslist@ARSLIST.ORG Subject: 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. >From my own experience, I actually think that's true. Last summer I spent over two hours on the phone with a certain airline, just trying to change a flight. I have nothing against anyone who happens to live and work in Bangalore. However, it appears the call-takers for this airline aren't empowered to do *anything* on their own. "Let me talk to my supervisor" is their mantra. (At BMC it's: "Send me your log files.") The likelihood that I will ever choose to use that airline again is now extremely low. On the other hand, every time I've called DirecTV I'm astonished at how good their customer service is. They actually know how their products work, and they have the patience to walk customers through time-consuming tasks like rebooting an HD receiver/recorder. Would I ever switch to Dish Network or digital cable? Are you crazy? I hope the current support debacle at BMC will be rectified soon. However, I've seen this scenario played out before. Organizations get fixated on the idea that saving money is the same as making money. It isn't. It's a delusion that accompanies the death spiral. First they start cutting costs by firing all their competent employees. Next they sell off all their profitable assets, just to keep the bottom line from looking anemic. In the end, there's nothing left but the name and the dim memory of what used to be. "Will the last one out of the building please turn out the lights?" --Tim - Original Message From: "Joran, Peter P, CTR, OSD-CIO" <[EMAIL PROTECTED]> To: arslist@ARSLIST.ORG Sent: Thursday, March 15, 2007 10:38:38 AM Subject: Re: [ARSLIST] Who's in charge of support at BMC? (U) UNCLASSIFIED This has been going on long enough. There seems to be a lack of planning and stakeholder analysis. Perhaps the time is right for a signed petition listing the issues, demanding change and requiring that BMC address the problems at RUG. What a painful post. It's right there with the parental saying 'This hurts me more than it hurts you.' Any thoughts? Pete -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Carey Matthew Black Sent: Thursday, March 15, 2007 8:23 AM To: arslist@ARSLIST.ORG Subject: Re: Who's in charge of support at BMC? Bing, I appreciate the offer for special assistance. ( You will likely not be surprised to know that you are actually not the first member of this community to offer such help. Have I mentioned lately that this is the best group of "co-workers" that I have ever had the pleasure of working with? ) However the details of the technical issue are, at this point, not really the more important issue. I think the BMC support process is broke and their customers have little to no apparent way to actually receive any functional resolution to their problems. On this technical issue: I have been patient and sent in the same set of useless log files, multiple times, at the request of Tech support. I have answered the same set of useless questions, multiple times, at the request of Tech support. I have asked to have the issue transferred to another Tech support person. (That request has gone nowhere.) I have been patient and waited for a "debug server" to actually have some extra logging to diagno
Re: Who's in charge of support at BMC? (U)
FOR OFFICIAL USE ONLY
I agree. My sales reps and sales engineers have been and remain tops.
Today that's Tom Beckett and David Quinn. Thanks fellas!!
Pete
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rob Dudley
Sent: Thursday, March 15, 2007 1:06 PM
To: arslist@ARSLIST.ORG
Subject: Re: Who's in charge of support at BMC? (U)
**
For the record -
Our sales rep is the best I've dealt with thus far. As for support...
well, they never seem to be able to fix my issues - this could be caused
by the fact that when I have to contact support, I've exhausted every
avenue prior to contacting them and I wind up fixing the issues myself
and then telling them how I did it.
Only my 2 cents...
Rob
On 3/15/07, Rick Cook <[EMAIL PROTECTED]> wrote:
I bet if I took a show of hands as to who was happy with Remedy
engineering
and support right now, it would be a small minority - no
surprise there.
Would it also be a minority of those who could say their BMC
sales rep is
either unknown to them or ineffective in serving them?
Houston - YOU have a problem. For details, see your closest
mirror.
Rick
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Tim Widowfield
Sent: Thursday, March 15, 2007 9:28 AM
To: arslist@ARSLIST.ORG
Subject: 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.
From my own experience, I actually think that's true. Last
summer I spent
over two hours on the phone with a certain airline, just trying
to change a
flight. I have nothing against anyone who happens to live and
work in
Bangalore. However, it appears the call-takers for this airline
aren't
empowered to do *anything* on their own. "Let me talk to my
supervisor" is
their mantra. (At BMC it's: "Send me your log files.") The
likelihood that
I will ever choose to use that airline again is now extremely
low.
On the other hand, every time I've called DirecTV I'm astonished
at how good
their customer service is. They actually know how their
products work, and
they have the patience to walk customers through time-consuming
tasks like
rebooting an HD receiver/recorder. Would I ever switch to Dish
Network or
digital cable? Are you crazy?
I hope the current support debacle at BMC will be rectified
soon. However,
I've seen this scenario played out before. Organizations get
fixated on the
idea that saving money is the same as making money. It isn't.
It's a
delusion that accompanies the death spiral. First they start
cutting costs
by firing all their competent employees. Next they sell off all
their
profitable assets, just to keep the bottom line from looking
anemic. In the
end, there's nothing left but the name and the dim memory of
what used to
be.
"Will the last one out of the building please turn out the
lights?"
--Tim
- Original Message
From: "Joran, Peter P, CTR, OSD-CIO" <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Thursday, March 15, 2007 10:38:38 AM
Subject: Re: [ARSLIST] Who's in charge of support at BMC? (U)
UNCLASSIFIED
This has been going on long enough. There seems to be a lack of
planning and
stakeholder analysis. Perhaps the time is right for a signed
petition
listing the issues, demanding change and requiring that BMC
address the
problems at RUG.
What a painful post. It's right there with the parental saying
'This hurts
me more than it hurts you.'
Any thoughts?
Pete
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Carey Matthew Black
Sent: Thursday, March 15, 2007 8:23 AM
To: arslist@ARSLIST.ORG
Subject: Re: Who's in charge of support at BMC?
Re: Who's in charge of support at BMC? (U)
For the record - Our sales rep is the best I've dealt with thus far. As for support... well, they never seem to be able to fix my issues - this could be caused by the fact that when I have to contact support, I've exhausted every avenue prior to contacting them and I wind up fixing the issues myself and then telling them how I did it. Only my 2 cents... Rob On 3/15/07, Rick Cook <[EMAIL PROTECTED]> wrote: I bet if I took a show of hands as to who was happy with Remedy engineering and support right now, it would be a small minority - no surprise there. Would it also be a minority of those who could say their BMC sales rep is either unknown to them or ineffective in serving them? Houston - YOU have a problem. For details, see your closest mirror. Rick -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Tim Widowfield Sent: Thursday, March 15, 2007 9:28 AM To: arslist@ARSLIST.ORG Subject: 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. From my own experience, I actually think that's true. Last summer I spent over two hours on the phone with a certain airline, just trying to change a flight. I have nothing against anyone who happens to live and work in Bangalore. However, it appears the call-takers for this airline aren't empowered to do *anything* on their own. "Let me talk to my supervisor" is their mantra. (At BMC it's: "Send me your log files.") The likelihood that I will ever choose to use that airline again is now extremely low. On the other hand, every time I've called DirecTV I'm astonished at how good their customer service is. They actually know how their products work, and they have the patience to walk customers through time-consuming tasks like rebooting an HD receiver/recorder. Would I ever switch to Dish Network or digital cable? Are you crazy? I hope the current support debacle at BMC will be rectified soon. However, I've seen this scenario played out before. Organizations get fixated on the idea that saving money is the same as making money. It isn't. It's a delusion that accompanies the death spiral. First they start cutting costs by firing all their competent employees. Next they sell off all their profitable assets, just to keep the bottom line from looking anemic. In the end, there's nothing left but the name and the dim memory of what used to be. "Will the last one out of the building please turn out the lights?" --Tim - Original Message From: "Joran, Peter P, CTR, OSD-CIO" <[EMAIL PROTECTED]> To: arslist@ARSLIST.ORG Sent: Thursday, March 15, 2007 10:38:38 AM Subject: Re: [ARSLIST] Who's in charge of support at BMC? (U) UNCLASSIFIED This has been going on long enough. There seems to be a lack of planning and stakeholder analysis. Perhaps the time is right for a signed petition listing the issues, demanding change and requiring that BMC address the problems at RUG. What a painful post. It's right there with the parental saying 'This hurts me more than it hurts you.' Any thoughts? Pete -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Carey Matthew Black Sent: Thursday, March 15, 2007 8:23 AM To: arslist@ARSLIST.ORG Subject: Re: Who's in charge of support at BMC? Bing, I appreciate the offer for special assistance. ( You will likely not be surprised to know that you are actually not the first member of this community to offer such help. Have I mentioned lately that this is the best group of "co-workers" that I have ever had the pleasure of working with? ) However the details of the technical issue are, at this point, not really the more important issue. I think the BMC support process is broke and their customers have little to no apparent way to actually receive any functional resolution to their problems. On this technical issue: I have been patient and sent in the same set of useless log files, multiple times, at the request of Tech support. I have answered the same set of useless questions, multiple times, at the request of Tech support. I have asked to have the issue transferred to another Tech support person. (That request has gone nowhere.) I have been patient and waited for a "debug server" to actually have some extra logging to diagnose the issue. (That has gone nowhere.) I have asked for my
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: Who's in charge of support at BMC?
Folks, At the risk of being a "me too" posting ME TOO!!! Support bites these days. Not that there are some shining stars out there, but the overall support process is a total wreck. Is BMC trying to smother the baby in the crib? I'll be glad to add my name to any complaint. Recently, I sent the following to our sales rep. Still haven't heard back... *Stephanie,* ** *I'm with the University of Washington's School of Medicine's office. I'm working as a Sr. Remedy Developer on our SOMAS Projects.* ** *I received this email today from BMC, and it was kind of the last straw for me. Now, thankfully, I was already aware of the problems with DST, and have taken the appropriate precautions, HOWEVER, had I not been aware of the issue with the BMC AR System's vulnerability, receiving this email 3 days prior to the event would have been an absolute disaster.* ** *This type of slapdash approach to supporting the Remedy customers has become indicative of an overall lack of support...period. With the continued re-organization of our support structures, we continue to see drop in the quality that we had come to expect from the old Remedy Company.* ** *When BMC first bought the Remedy wing of Peregrine, they made statements that reflected and understanding of what the Remedy company had once been and voiced a desire to bring it back.* ** *As far as support goes, BMC is failing miserably.* ** *If there is anything that I can do going forward, please feel free to call on me. * I sure would like to hear back from them On 3/15/07, Scott Glass <[EMAIL PROTECTED]> wrote: ** Matt White Wrote: "I have very similar experiences with support as you and others have described. It's become routine. Entry-level "support" person asking rudimentary, unrelated questions, usually in broken English, demonstrating little/no understanding of the issue itself. Repeated phone calls/e-mails until "max frustration". Ultimately, we're worn down and give up." Matt, I absolutely agree that having to repeat the same thing four or five times does get VERY annoying, VERY fast... Of course then there's the "what?!?!?!?" that comes out of my mouth in response to their response… I miss the California crew. Scott *Scott Glass* Enterprise Management Development SunGard Availability Services 401 North Broad Street MS-MC122 Philadelphia, PA 19108 office: 215 378-5016 cell: 215 208-2450 email: [EMAIL PROTECTED] ___ Keeping People and Information Connected(r) http://www.availability.sungard.com CONFIDENTIALITY: This e-mail (including any attachments) may contain confidential, proprietary and privileged information, and unauthorized disclosure or use is prohibited. If you received this e-mail in error, please notify the sender and delete this e-mail from your system. __20060125___This posting was submitted with HTML in it___ -- Warren R. Baltimore II Remedy Developer UW Medicine IT Services School of Medicine University of Washington Box 358220 1325 Fourth Ave, Suite 2000 Seattle, WA 98101 The opinions expressed in this e-mail are in no way those of the University of Washington, or the State of Washington. They are my own. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: Who's in charge of support at BMC? (U)
I bet if I took a show of hands as to who was happy with Remedy engineering and support right now, it would be a small minority - no surprise there. Would it also be a minority of those who could say their BMC sales rep is either unknown to them or ineffective in serving them? Houston - YOU have a problem. For details, see your closest mirror. Rick -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Tim Widowfield Sent: Thursday, March 15, 2007 9:28 AM To: arslist@ARSLIST.ORG Subject: 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. >From my own experience, I actually think that's true. Last summer I spent over two hours on the phone with a certain airline, just trying to change a flight. I have nothing against anyone who happens to live and work in Bangalore. However, it appears the call-takers for this airline aren't empowered to do *anything* on their own. "Let me talk to my supervisor" is their mantra. (At BMC it's: "Send me your log files.") The likelihood that I will ever choose to use that airline again is now extremely low. On the other hand, every time I've called DirecTV I'm astonished at how good their customer service is. They actually know how their products work, and they have the patience to walk customers through time-consuming tasks like rebooting an HD receiver/recorder. Would I ever switch to Dish Network or digital cable? Are you crazy? I hope the current support debacle at BMC will be rectified soon. However, I've seen this scenario played out before. Organizations get fixated on the idea that saving money is the same as making money. It isn't. It's a delusion that accompanies the death spiral. First they start cutting costs by firing all their competent employees. Next they sell off all their profitable assets, just to keep the bottom line from looking anemic. In the end, there's nothing left but the name and the dim memory of what used to be. "Will the last one out of the building please turn out the lights?" --Tim - Original Message From: "Joran, Peter P, CTR, OSD-CIO" <[EMAIL PROTECTED]> To: arslist@ARSLIST.ORG Sent: Thursday, March 15, 2007 10:38:38 AM Subject: Re: [ARSLIST] Who's in charge of support at BMC? (U) UNCLASSIFIED This has been going on long enough. There seems to be a lack of planning and stakeholder analysis. Perhaps the time is right for a signed petition listing the issues, demanding change and requiring that BMC address the problems at RUG. What a painful post. It's right there with the parental saying 'This hurts me more than it hurts you.' Any thoughts? Pete -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Carey Matthew Black Sent: Thursday, March 15, 2007 8:23 AM To: arslist@ARSLIST.ORG Subject: Re: Who's in charge of support at BMC? Bing, I appreciate the offer for special assistance. ( You will likely not be surprised to know that you are actually not the first member of this community to offer such help. Have I mentioned lately that this is the best group of "co-workers" that I have ever had the pleasure of working with? ) However the details of the technical issue are, at this point, not really the more important issue. I think the BMC support process is broke and their customers have little to no apparent way to actually receive any functional resolution to their problems. On this technical issue: I have been patient and sent in the same set of useless log files, multiple times, at the request of Tech support. I have answered the same set of useless questions, multiple times, at the request of Tech support. I have asked to have the issue transferred to another Tech support person. (That request has gone nowhere.) I have been patient and waited for a "debug server" to actually have some extra logging to diagnose the issue. (That has gone nowhere.) I have asked for my sales rep to help. (That has gone nowhere.) As a last resort, I have appealed to the community in the hopes that others that suffer the same fate might be brave enough to stand next to me. (And hope that such a display might show BMC that their process is really broke.) FWIW: I appear to have a voice mail this AM from a different person about this issue. I will have to wait to see if they might actual
Re: Who's in charge of support at BMC? (U)
Everone, I know that my support experiences are not the "norm" at BMC. I know that we all pay large amounts in maintenance and support and then a premium for Enterprise support. I also know that using the "normal" support channels can be non-productive and frustrating. All this being said, If your company can afford it, I would highly recommend Enterprise Support. Not only do you get a single contact for all of you support issues 24x7, but you get their cell and home numbers. You get quick access to the engineering and resolution teams. You get weekly status calls and routine health checks. You even get 7 on site visits per year and your Remedy Support person gets money to build a "mock up" of your environment. Since purchasing Enterprise Support, I can honestly say that I have never had a better support relationship or experience. Kelly Gatewood -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Tim Widowfield Sent: Thursday, March 15, 2007 11:28 To: arslist@ARSLIST.ORG Subject: 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. >From my own experience, I actually think that's true. Last summer I spent over two hours on the phone with a certain airline, just trying to change a flight. I have nothing against anyone who happens to live and work in Bangalore. However, it appears the call-takers for this airline aren't empowered to do *anything* on their own. "Let me talk to my supervisor" is their mantra. (At BMC it's: "Send me your log files.") The likelihood that I will ever choose to use that airline again is now extremely low. On the other hand, every time I've called DirecTV I'm astonished at how good their customer service is. They actually know how their products work, and they have the patience to walk customers through time-consuming tasks like rebooting an HD receiver/recorder. Would I ever switch to Dish Network or digital cable? Are you crazy? I hope the current support debacle at BMC will be rectified soon. However, I've seen this scenario played out before. Organizations get fixated on the idea that saving money is the same as making money. It isn't. It's a delusion that accompanies the death spiral. First they start cutting costs by firing all their competent employees. Next they sell off all their profitable assets, just to keep the bottom line from looking anemic. In the end, there's nothing left but the name and the dim memory of what used to be. "Will the last one out of the building please turn out the lights?" --Tim - Original Message From: "Joran, Peter P, CTR, OSD-CIO" <[EMAIL PROTECTED]> To: arslist@ARSLIST.ORG Sent: Thursday, March 15, 2007 10:38:38 AM Subject: Re: [ARSLIST] Who's in charge of support at BMC? (U) UNCLASSIFIED This has been going on long enough. There seems to be a lack of planning and stakeholder analysis. Perhaps the time is right for a signed petition listing the issues, demanding change and requiring that BMC address the problems at RUG. What a painful post. It's right there with the parental saying 'This hurts me more than it hurts you.' Any thoughts? Pete -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Carey Matthew Black Sent: Thursday, March 15, 2007 8:23 AM To: arslist@ARSLIST.ORG Subject: Re: Who's in charge of support at BMC? Bing, I appreciate the offer for special assistance. ( You will likely not be surprised to know that you are actually not the first member of this community to offer such help. Have I mentioned lately that this is the best group of "co-workers" that I have ever had the pleasure of working with? ) However the details of the technical issue are, at this point, not really the more important issue. I think the BMC support process is broke and their customers have little to no apparent way to actually receive any functional resolution to their problems. On this technical issue: I have been patient and sent in the same set of useless log files, multiple times, at the request of Tech support. I have answered the same set of useless questions, multiple times, at the request of Tech support. I have asked to have the issue transferred to another Tech support person. (That request has gone nowhere.) I have been patient and waited for a &quo
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. >From my own experience, I actually think that's true. Last summer I spent >over two hours on the phone with a certain airline, just trying to change a >flight. I have nothing against anyone who happens to live and work in >Bangalore. However, it appears the call-takers for this airline aren't >empowered to do *anything* on their own. "Let me talk to my supervisor" is >their mantra. (At BMC it's: "Send me your log files.") The likelihood that I >will ever choose to use that airline again is now extremely low. On the other hand, every time I've called DirecTV I'm astonished at how good their customer service is. They actually know how their products work, and they have the patience to walk customers through time-consuming tasks like rebooting an HD receiver/recorder. Would I ever switch to Dish Network or digital cable? Are you crazy? I hope the current support debacle at BMC will be rectified soon. However, I've seen this scenario played out before. Organizations get fixated on the idea that saving money is the same as making money. It isn't. It's a delusion that accompanies the death spiral. First they start cutting costs by firing all their competent employees. Next they sell off all their profitable assets, just to keep the bottom line from looking anemic. In the end, there's nothing left but the name and the dim memory of what used to be. "Will the last one out of the building please turn out the lights?" --Tim - Original Message From: "Joran, Peter P, CTR, OSD-CIO" <[EMAIL PROTECTED]> To: arslist@ARSLIST.ORG Sent: Thursday, March 15, 2007 10:38:38 AM Subject: Re: [ARSLIST] Who's in charge of support at BMC? (U) UNCLASSIFIED This has been going on long enough. There seems to be a lack of planning and stakeholder analysis. Perhaps the time is right for a signed petition listing the issues, demanding change and requiring that BMC address the problems at RUG. What a painful post. It's right there with the parental saying 'This hurts me more than it hurts you.' Any thoughts? Pete -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Carey Matthew Black Sent: Thursday, March 15, 2007 8:23 AM To: arslist@ARSLIST.ORG Subject: Re: Who's in charge of support at BMC? Bing, I appreciate the offer for special assistance. ( You will likely not be surprised to know that you are actually not the first member of this community to offer such help. Have I mentioned lately that this is the best group of "co-workers" that I have ever had the pleasure of working with? ) However the details of the technical issue are, at this point, not really the more important issue. I think the BMC support process is broke and their customers have little to no apparent way to actually receive any functional resolution to their problems. On this technical issue: I have been patient and sent in the same set of useless log files, multiple times, at the request of Tech support. I have answered the same set of useless questions, multiple times, at the request of Tech support. I have asked to have the issue transferred to another Tech support person. (That request has gone nowhere.) I have been patient and waited for a "debug server" to actually have some extra logging to diagnose the issue. (That has gone nowhere.) I have asked for my sales rep to help. (That has gone nowhere.) As a last resort, I have appealed to the community in the hopes that others that suffer the same fate might be brave enough to stand next to me. (And hope that such a display might show BMC that their process is really broke.) FWIW: I appear to have a voice mail this AM from a different person about this issue. I will have to wait to see if they might actually have transferred the issue to a different agent. Let me also give credit where it is due. If I had not have to leave the office early yesterday to attend a funeral, they would have actually been able to reach me at the time that they called. ( Most calls I get here on the east cost are after the normal business hours of 8AM - 5PM. This call was actually in the normal business hours window. :) Now I get to wait until they are "open" and give them a call. The phone number is a California number. :) Maybe I have a little hope of improvement at this
Re: Who's in charge of support at BMC? (U)
UNCLASSIFIED
This has been going on long enough. There seems to be a lack of planning
and stakeholder analysis. Perhaps the time is right for a signed
petition listing the issues, demanding change and requiring that BMC
address the problems at RUG.
What a painful post. It's right there with the parental saying 'This
hurts me more than it hurts you.'
Any thoughts?
Pete
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Carey Matthew Black
Sent: Thursday, March 15, 2007 8:23 AM
To: arslist@ARSLIST.ORG
Subject: Re: Who's in charge of support at BMC?
Bing,
I appreciate the offer for special assistance. ( You will likely not be
surprised to know that you are actually not the first member of this
community to offer such help. Have I mentioned lately that this is the
best group of "co-workers" that I have ever had the pleasure of working
with? )
However the details of the technical issue are, at this point, not
really the more important issue. I think the BMC support process is
broke and their customers have little to no apparent way to actually
receive any functional resolution to their problems.
On this technical issue:
I have been patient and sent in the same set of useless log files,
multiple times, at the request of Tech support.
I have answered the same set of useless questions, multiple times, at
the request of Tech support.
I have asked to have the issue transferred to another Tech support
person. (That request has gone nowhere.)
I have been patient and waited for a "debug server" to actually have
some extra logging to diagnose the issue. (That has gone nowhere.)
I have asked for my sales rep to help. (That has gone nowhere.)
As a last resort, I have appealed to the community in the hopes that
others that suffer the same fate might be brave enough to stand next to
me. (And hope that such a display might show BMC that their process is
really broke.)
FWIW: I appear to have a voice mail this AM from a different person
about this issue. I will have to wait to see if they might actually have
transferred the issue to a different agent. Let me also give credit
where it is due. If I had not have to leave the office early yesterday
to attend a funeral, they would have actually been able to reach me at
the time that they called. ( Most calls I get here on the east cost are
after the normal business hours of 8AM - 5PM. This call was actually in
the normal business hours window. :) Now I get to wait until they are
"open" and give them a call. The phone number is a California number. :)
Maybe I have a little hope of improvement at this point.
I wonder if this thread had anything to do with the change in direction
for how BMC is handling the issue? Or maybe I was just "to impatient" to
wait for a response. Hum...
--
Carey Matthew Black
Remedy Skilled Professional (RSP)
ARS = Action Request System(Remedy)
Love, then teach
Solution = People + Process + Tools
Fast, Accurate, Cheap Pick two.
On 3/15/07, Bradford Bingel <[EMAIL PROTECTED]> wrote:
>
> No guarantees but I know some people in Support. What's the issue?
>
> -- Bing
>
> Bradford Bingel ("Bing")
> ITM3 California
> http://www.itm3.com/
> [EMAIL PROTECTED] (email)
> 925-260-6394 (mobile)
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Re: Who's in charge of support at BMC?
** Matt White Wrote: “I have very similar experiences with support as you and others have described. It's become routine. Entry-level "support" person asking rudimentary, unrelated questions, usually in broken English, demonstrating little/no understanding of the issue itself. Repeated phone calls/e-mails until "max frustration". Ultimately, we're worn down and give up.” Matt, I absolutely agree that having to repeat the same thing four or five times does get VERY annoying, VERY fast... Of course then there’s the “what?!?!?!?” that comes out of my mouth in response to their response… I miss the California crew. Scott Scott Glass Enterprise Management Development SunGard Availability Services 401 North Broad Street MS-MC122 Philadelphia, PA 19108 office: 215 378-5016 cell: 215 208-2450 email: [EMAIL PROTECTED] ___ Keeping People and Information Connected® http://www.availability.sungard.com CONFIDENTIALITY: This e-mail (including any attachments) may contain confidential, proprietary and privileged information, and unauthorized disclosure or use is prohibited. If you received this e-mail in error, please notify the sender and delete this e-mail from your system. __20060125___This posting was submitted with HTML in it___
Re: Who's in charge of support at BMC?
I'm right there with you, Matt. If making noise will help, I'll make some,
too. More than likely, though, BMC will need to see a financial impact
before they change behavior.
I have very similar experiences with support as you and others have
described. It's become routine. Entry-level "support" person asking
rudimentary, unrelated questions, usually in broken English, demonstrating
little/no understanding of the issue itself. Repeated phone calls/e-mails
until "max frustration". Ultimately, we're worn down and give up.
We changed servers a couple of months ago, which didn't used to be a big
deal. Simple license replacement. It went on for weeks. I got tangled on
Floating Full Text Search licenses, which nearly cost me my Fixed Write
licenses as well. The BMC support person was sure that FTS licenses aren't
issued for ARS 6.0.1 - even after I slowly and carefully explained that
we're running the same release and patch level on the new server. The
originals had been issued for the same release. Two months later we still
don't have the FTS licenses, my users have learned to accept the funky
pop-up message, and we've given up.
Just a recent example. I'd escalate to my account/sales rep. but I don't
know him. BMC has changed our rep a couple of times. They don't advise us
of these changes, so we find out when we try to contact "the old rep".
That's one way to insulate support, I suppose.
It's risky to run mission-critical applications on a platform with suspect
support.
Mike White
Office: 813-978-2192
E-mail: [EMAIL PROTECTED]
"Carey Matthew
Black" To: arslist@ARSLIST.ORG
<[EMAIL PROTECTED]cc:
COM> Subject: Re: Who's in charge of
support at BMC?
Sent by: "Action
Request System
discussion
list(ARSList)"
<[EMAIL PROTECTED]
ORG>
03/15/2007 08:23
Please respond to
arslist
Bing,
I appreciate the offer for special assistance. ( You will likely not
be surprised to know that you are actually not the first member of
this community to offer such help. Have I mentioned lately that this
is the best group of "co-workers" that I have ever had the pleasure of
working with? )
However the details of the technical issue are, at this point, not
really the more important issue. I think the BMC support process is
broke and their customers have little to no apparent way to actually
receive any functional resolution to their problems.
On this technical issue:
I have been patient and sent in the same set of useless log files,
multiple times, at the request of Tech support.
I have answered the same set of useless questions, multiple times,
at the request of Tech support.
I have asked to have the issue transferred to another Tech support
Re: Who's in charge of support at BMC?
Bing,
I appreciate the offer for special assistance. ( You will likely not
be surprised to know that you are actually not the first member of
this community to offer such help. Have I mentioned lately that this
is the best group of "co-workers" that I have ever had the pleasure of
working with? )
However the details of the technical issue are, at this point, not
really the more important issue. I think the BMC support process is
broke and their customers have little to no apparent way to actually
receive any functional resolution to their problems.
On this technical issue:
I have been patient and sent in the same set of useless log files,
multiple times, at the request of Tech support.
I have answered the same set of useless questions, multiple times,
at the request of Tech support.
I have asked to have the issue transferred to another Tech support
person. (That request has gone nowhere.)
I have been patient and waited for a "debug server" to actually have
some extra logging to diagnose the issue. (That has gone nowhere.)
I have asked for my sales rep to help. (That has gone nowhere.)
As a last resort, I have appealed to the community in the hopes that
others that suffer the same fate might be brave enough to stand next
to me. (And hope that such a display might show BMC that their process
is really broke.)
FWIW: I appear to have a voice mail this AM from a different person
about this issue. I will have to wait to see if they might actually
have transferred the issue to a different agent. Let me also give
credit where it is due. If I had not have to leave the office early
yesterday to attend a funeral, they would have actually been able to
reach me at the time that they called. ( Most calls I get here on the
east cost are after the normal business hours of 8AM - 5PM. This call
was actually in the normal business hours window. :) Now I get to wait
until they are "open" and give them a call. The phone number is a
California number. :)
Maybe I have a little hope of improvement at this point.
I wonder if this thread had anything to do with the change in
direction for how BMC is handling the issue? Or maybe I was just "to
impatient" to wait for a response. Hum...
--
Carey Matthew Black
Remedy Skilled Professional (RSP)
ARS = Action Request System(Remedy)
Love, then teach
Solution = People + Process + Tools
Fast, Accurate, Cheap Pick two.
On 3/15/07, Bradford Bingel <[EMAIL PROTECTED]> wrote:
No guarantees but I know some people in Support. What's the issue?
-- Bing
Bradford Bingel ("Bing")
ITM3 California
http://www.itm3.com/
[EMAIL PROTECTED] (email)
925-260-6394 (mobile)
___
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Are"
Re: Who's in charge of support at BMC?
No guarantees but I know some people in Support. What's the issue?
-- Bing
Bradford Bingel ("Bing")
ITM3 California
http://www.itm3.com/
[EMAIL PROTECTED] (email)
925-260-6394 (mobile)
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Carey Matthew Black
Sent: Wednesday, March 14, 2007 8:49 AM
To: arslist@ARSLIST.ORG
Subject: Re: Who's in charge of support at BMC?
David,
That is strange
I tried that path, (as was suggested by Tech support) on an issue recently.
I tried to escalate the issue on "2/27/2007" to my sales rep. (after a month
of back and forth on the issue and getting nowhere fast.)
I received no response.
So I re-emailed my sales rep again on 3/5/2007 and finally got a "I will get
answers immediately" email in just over two hours from my second cry for
help to my sales rep.
Then I have heard nothing after that.
"Immediately" appears to mean (at least) "more than a business week".
And I am still waiting.
--
Carey Matthew Black
Remedy Skilled Professional (RSP)
ARS = Action Request System(Remedy)
Love, then teach
Solution = People + Process + Tools
Fast, Accurate, Cheap Pick two.
On 3/14/07, Shellman, David <[EMAIL PROTECTED]> wrote:
> **
>
> Scott,
>
> In the past I've escalated through our Sales Rep and they can put me
> in contact with the necessary people to get past any issues we were
having.
>
> Dave
>
>
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of Scott Glass
> Sent: Wednesday, March 14, 2007 11:08 AM
> To: arslist@ARSLIST.ORG
> Subject: Who's in charge of support at BMC?
>
>
> **
>
> Does anyone know the email address of the person in charge of support
> over at BMC?
>
> Thanks,
>
> Scott
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Re: Who's in charge of support at BMC?
I guess we may be the exception then. I've only needed to invoke this once since he was assigned to us again. I was contacted by others within the day. Robert is was a sales rep under Remedy back before the dark days. For a period of time we had a different one and he was from the BMC side of the house. Dealing with that one was like beating our head on a brick wall. Getting Robert back was a breath of fresh air. Dave -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Carey Matthew Black Sent: Wednesday, March 14, 2007 11:49 AM To: arslist@ARSLIST.ORG Subject: Re: Who's in charge of support at BMC? David, That is strange I tried that path, (as was suggested by Tech support) on an issue recently. I tried to escalate the issue on "2/27/2007" to my sales rep. (after a month of back and forth on the issue and getting nowhere fast.) I received no response. So I re-emailed my sales rep again on 3/5/2007 and finally got a "I will get answers immediately" email in just over two hours from my second cry for help to my sales rep. Then I have heard nothing after that. "Immediately" appears to mean (at least) "more than a business week". And I am still waiting. -- Carey Matthew Black Remedy Skilled Professional (RSP) ARS = Action Request System(Remedy) Love, then teach Solution = People + Process + Tools Fast, Accurate, Cheap Pick two. On 3/14/07, Shellman, David <[EMAIL PROTECTED]> wrote: > ** > > Scott, > > In the past I've escalated through our Sales Rep and they can put me in > contact with the necessary people to get past any issues we were having. > > Dave > > > From: Action Request System discussion list(ARSList) > [mailto:[EMAIL PROTECTED] On Behalf Of Scott Glass > Sent: Wednesday, March 14, 2007 11:08 AM > To: arslist@ARSLIST.ORG > Subject: Who's in charge of support at BMC? > > > ** > > Does anyone know the email address of the person in charge of support over > at BMC? > > Thanks, > > Scott ___ 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"
Re: Who's in charge of support at BMC?
David, That is strange I tried that path, (as was suggested by Tech support) on an issue recently. I tried to escalate the issue on "2/27/2007" to my sales rep. (after a month of back and forth on the issue and getting nowhere fast.) I received no response. So I re-emailed my sales rep again on 3/5/2007 and finally got a "I will get answers immediately" email in just over two hours from my second cry for help to my sales rep. Then I have heard nothing after that. "Immediately" appears to mean (at least) "more than a business week". And I am still waiting. -- Carey Matthew Black Remedy Skilled Professional (RSP) ARS = Action Request System(Remedy) Love, then teach Solution = People + Process + Tools Fast, Accurate, Cheap Pick two. On 3/14/07, Shellman, David <[EMAIL PROTECTED]> wrote: ** Scott, In the past I've escalated through our Sales Rep and they can put me in contact with the necessary people to get past any issues we were having. Dave From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Scott Glass Sent: Wednesday, March 14, 2007 11:08 AM To: arslist@ARSLIST.ORG Subject: Who's in charge of support at BMC? ** Does anyone know the email address of the person in charge of support over at BMC? Thanks, Scott ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: Who's in charge of support at BMC?
Scott, In the past I've escalated through our Sales Rep and they can put me in contact with the necessary people to get past any issues we were having. Dave From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Scott Glass Sent: Wednesday, March 14, 2007 11:08 AM To: arslist@ARSLIST.ORG Subject: Who's in charge of support at BMC? ** Does anyone know the email address of the person in charge of support over at BMC? Thanks, Scott __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: Who's in charge of support at BMC?
I believe that would be Georgeanne Beville - her email address should be buried somewhere in the support site. Rick _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Scott Glass Sent: Wednesday, March 14, 2007 8:08 AM To: arslist@ARSLIST.ORG Subject: Who's in charge of support at BMC? ** Does anyone know the email address of the person in charge of support over at BMC? Thanks, Scott __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Who's in charge of support at BMC?
** Does anyone know the email address of the person in charge of support over at BMC? Thanks, Scott __20060125___This posting was submitted with HTML in it___
