Is it confirmed that Remedy support IS in India? Or at least a chunk of it? I've wondered that recently because I've been getting lots of Indian sounding techs on the phone, but I've had a few incidents where the first level tech got a second level tech involved, and the second level tech sounded definitely American and he sounded like he was in the same room. That made me think, "Maybe they haven't outsourced...maybe they just have a bunch of folks from India working there now."
I agree 100% with you, Claire. I think outsourcing is a BS, idiotic fad that corporate management is courting right now to show a wee bit of profit. Profit in the short run, that is. In the end, it'll all come back to bite them. The funny part is how they can't see it!
-----Original Message-----
From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Sanford, Claire
Sent: Thursday, July 13, 2006 9:06 AM
To: [email protected]
Subject: OT - BMC-Remedy Tech Support Rant
OK, if you live in India or work in the same time zone it is great...
But for those of us that live in the US, getting an answer at 3:25AM,
4:34 AM and 5:19AM does not work!
This is the most frustrating thing I have experienced with Remedy ever!
Grrrrrrrrrrrrrrrrr
Outsourcing is BS! Sure they are (the tech support staff) less costly,
so the profit goes up, but is the customer happy and satisfied with the
support? NO! Will the customer be happy and satisfied with the support
next time someone asks them, probably not!
Claire "grumpy today" Sanford
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