Claire:
I would offer that strong cup of coffee, but it would be very cold by the time it gets to you.
BTW, if you think that BMC is not working your issue just because you don't have a support tech on the phone, you would be sadly mistaken. I've received e-mails that were sent out at 2 a.m.
James McKenzie
-----Original Message-----
From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Sanford, Claire
Sent: Thursday, July 13, 2006 7:53 AM
To: [email protected]
Subject: Re: OT - BMC-Remedy Tech Support Rant
I was always under the impression that support was going "follow the sun". Guess not! Heck, if smaller business that are not international can provide 24/7 support, at a reasonable cost, you have to wonder why major international corporations can't.
Very interesting... And probably a coincidence, 10 minutes after my post hit the list, I had a response from someone in Tech Support for my new ticket.
PS. Thanks Kim for calling and calming me! :)
I'm going to go get a nice strong cup of coffee.
-----Original Message-----
From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Tim Button
Sent: Thursday, July 13, 2006 9:43 AM
To: [email protected]
Subject: Re: OT - BMC-Remedy Tech Support Rant
So the question is.......why can I not get 24x7 support now? I hate to beat that drum once a year, but for what we pay for support, and they outsource that support around the world, would it not be a good time to finally make this 24x7?
Timothy Button
Remedy Systems Consultant
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>Date: Thu, 13 Jul 2006 09:05:39 -0500
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>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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