Tim:
No. I've found some of the tier 1 techs to be quite knowledgeable. You may have a problem understanding them and I have found ways to communicate with them. I found that a Microsoft Tier 1 'engineer' had just about every Microsoft certification and a Masters degree to boot. Those are quite rare in the U.S. but are easy to find in India.
James Mckenzie
-----Original Message-----
From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Tim Button
Sent: Thursday, July 13, 2006 7:31 AM
To: [email protected]
Subject: Re: OT - BMC-Remedy Tech Support Rant
We wouldn't all hold these opinions because our companies could do the same
thing someday and put us out of a job would we? :)
Timothy Button
Remedy Systems Consultant
[EMAIL PROTECTED]
>From: Thomas Altamore <[EMAIL PROTECTED]>
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>Subject: Re: OT - BMC-Remedy Tech Support Rant
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>Hi Claire,
>
>Technically its not "outsourcing", BMC has support around the world.
>Its cheaper to have several locations where staff is oncall during
>business hours in each region. Don't think that makes it any less
>frustrating, particularly if you opened the ticket with US support. In
>that case it would be ever so much more than frustrating.
>
>Best Regards,
>Tom Altamore
>
> >>> [EMAIL PROTECTED] 07/13/06 10:05 AM >>>
>
>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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