Warren:
This is indicative of companies that fail to watch what their competition is up to. I've seen companies like this 'blown by' when their competitors come up with a 'black box' application that just makes you sit there and wonder where they came up with it. Couple that with customer support that will 'lead you by the hand' over the phone and you have a killer. I've also experienced the exact opposite. That company is at risk of being barred from government contracting and we are actively looking for a replacement.
James
-----Original Message-----
From: Action Request System discussion list(ARSList) [mailto:[email protected]]On Behalf Of Warren Baltimore
Sent: Tuesday, April 18, 2006 9:01 PM
To: [email protected]
Subject: Re: BMC Customer Service Stinks
**
Will...
Until about 6 months ago, I share your opinion. But recently, I've gotten answers to problems that are reminiscent of the "dark times". I don't blame the individuals mind you (except for the last one "You know how Engineers are". That is just UNACCEPTABLE". But I get the distinct impression that no one is listening to the front line folks. And that is a dangerous omen.
Warren
On 4/18/06, Will Du Chene <[EMAIL PROTECTED]> wrote:
My opionion is a little bit different...
It has been my experience that the folks that support the AR System are
pretty good at what they do. Sure, every now and again there is some sort
of mixup, or something takes a little too long and gets frustrating (which
is a rare event), but when taken all and all they are pretty good. Very,
very rarely have I ever had a ticket open with Remedy Support that has
taken more than a few days to resolve.
From my perspective, my expectations of support have sort of formed around
this sort of model as well. I have carried those forward with me in other
work and areas which I have performed and believe that I can say safely
that they are a good exception, rather than the rule. There are other
applications and products which I have supported in which tickets with the
vendors go for much longer periods of time without a resolution. My wish
is that other companies and support desks would stand tall and take note
of Remedy's example. It might make my life a bit easier.
> Please allow me to express my opinion..... I'm sorry but... I can not
> stand
> Remedy Support!!
>
> I have found "select" support team members very rude and unprofessional.
> Some are nice though, however the response time is slow. To avoid bad
> survey
> results, tickets have been transferred to other engineers.
>
> I believe the support team needs to be reorganized.
>
> Customer Service is so critical. I consult and speak with many clients.
> I
> am at the point where I encourage my clients to seek alternative support.
>
>
>
> _______________________________________________________________________________
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--
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. __20060125_______________________This posting was submitted with HTML in it___
__20060125_______________________This posting was submitted with HTML in it___
