Lets just call this what it is........In some form or fashion, we ALL are
support providers in some way; therefore, we are probably much harder as a
group on support. Its not easy for a first line support person to field our
calls (particularly since we usually know what tier the issue needs to go to
already)
Timothy Button
Remedy Systems Consultant
[EMAIL PROTECTED]
From: "McKenzie, James J C-E LCMC HQISEC/L3"
<[EMAIL PROTECTED]>
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To: [email protected]
Subject: Re: OT - BMC-Remedy Tech Support Rant
Date: Thu, 13 Jul 2006 08:30:00 -0700
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Claire:
We do run into a bad support tech every once in a while. I went to the
same
oil change place for a long time. One time they forgot to tighten the oil
plug and I lost two quarts of oil before I realized that there was a major
oil leak. One time they forgot to put on the filter (yes they did). When
they filled the car and started it, there was one five quart oil mess. And
they had to pay for clean up and repair of the car. Luckily, it was not
mine.
So, bad support can happen anywhere.
James McKenzie
_____
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Sanford, Claire
Sent: Thursday, July 13, 2006 8:19 AM
To: [email protected]
Subject: Re: OT - BMC-Remedy Tech Support Rant
**
James,
The resolution to my first problem was to check a box on install. It took
them 5 days to get me that.... They had all my logs. They has screen
shots. I don't contact support "lightly" when I contact them, I send them
everything they need up front!
In the past, I have been one of the most vocal supporters of Remedy Tech
Support.
Hey! I said it was a Rant!
_____
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of McKenzie, James J C-E LCMC
HQISEC/L3
Sent: Thursday, July 13, 2006 10:14 AM
To: [email protected]
Subject: Re: OT - BMC-Remedy Tech Support Rant
**
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] <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] <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
[EMAIL PROTECTED]
>From: "Sanford, Claire" <[EMAIL PROTECTED]>
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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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