You know, I'm glad that technically, 24x7 support is available, but I'd love to hear from someone that they received support from the overseas support centers that even resembled in quality that which we usually get from the mother ship. My own experiences haven't been that positive, but I don't want to assume that's the norm without further input. Rick
________________________________ From: Action Request System discussion list(ARSList) on behalf of Sanford, Claire Sent: Thu 7/13/2006 8:16 AM To: arslist@ARSLIST.ORG Subject: Re: OT - BMC-Remedy Tech Support Rant ** James, I pay over 63K a year. Sure that includes upgrades to software and patches and technical support. It is also basic support. We had express and (small brag) because I called for support so infrequently, it was determined that we could save money and do with the Basic plan. I am also in the Healthcare industry... where we bill $100 and get reimbursed by the government $25.00 so tell me where the value in that is??? "You get what you pay for" is a tired and way over used cliché! ________________________________ 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 10:12 AM To: arslist@ARSLIST.ORG Subject: Re: OT - BMC-Remedy Tech Support Rant ** Tim: What level of support are you paying for? If it is Express or higher, you have it. Basic is Prime Period Maintenance. And support is changing at BMC. To put it another way, you get what you pay for. James McKenzie -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Tim Button Sent: Thursday, July 13, 2006 7:43 AM To: arslist@ARSLIST.ORG 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]> >Reply-To: arslist@ARSLIST.ORG >To: arslist@ARSLIST.ORG >Subject: OT - BMC-Remedy Tech Support Rant >Date: Thu, 13 Jul 2006 09:05:39 -0500 >MIME-Version: 1.0 >Received: from listserv.rbugs.com ([69.90.217.26]) by >bay0-mc3-f19.bay0.hotmail.com with Microsoft SMTPSVC(6.0.3790.2444); >Thu, >13 Jul 2006 07:06:08 -0700 >Received: from RBUGS ([69.90.217.26]) by listserv.rbugs.com with >Microsoft SMTPSVC(6.0.3790.1830); Thu, 13 Jul 2006 10:04:12 -0400 >Received: by LISTSERV.RBUGS.COM (LISTSERV-TCP/IP release 14.4) with spool >id 1181943 for [EMAIL PROTECTED]; Thu, 13 Jul 2006 >10:03:50 -0400 >Received: from 198.22.21.73 by LISTSERV.RBUGS.COM (SMTPL release 1.0i) with > TCP; Thu, 13 Jul 2006 10:03:50 -0400 >Received: from zix2.mhhs.org (ZixVPM [127.0.0.1]) by Outbound.mhhs.org > (Proprietary) with ESMTP id D90674BE20 for <arslist@ARSLIST.ORG>; > Thu, 13 Jul 2006 09:05:41 -0500 (CDT) >Received: from viruswall2.mhhs.org (unknown [198.22.22.40]) by >zix2.mhhs.org (Proprietary) with ESMTP id C2CA34BE29 for ><arslist@ARSLIST.ORG>; Thu, 13 Jul 2006 09:05:40 -0500 (CDT) >Received: from exdmzfe1.mh.org ([198.22.22.41]) by viruswall2.mhhs.org with > InterScan Messaging Security Suite; Thu, 13 Jul 2006 09:05:40 >-0500 >Received: from EXCH2.mh.org ([10.9.0.107]) by exdmzfe1.mh.org with >Microsoft SMTPSVC(6.0.3790.1830); Thu, 13 Jul 2006 09:05:39 -0500 >X-Message-Info: LsUYwwHHNt3bq4WMPMMvqWZiwvRwEQSvr6w1d9S5E5s= >X-MimeOLE: Produced By Microsoft Exchange V6.5 >Content-class: urn:content-classes:message >X-MS-Has-Attach: >X-MS-TNEF-Correlator: >Thread-Topic: OT - BMC-Remedy Tech Support Rant >Thread-Index: AcameyTMfJh1cjk9SRu4KNyBk0V6dAACZQVw >X-OriginalArrivalTime: 13 Jul 2006 14:05:39.0453 (UTC) > FILETIME=[6BB51AD0:01C6A685] >Newsgroups: public.remedy.arsystem.general >Precedence: list >Return-Path: [EMAIL PROTECTED] > >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 > >_______________________________________________________________________ >________ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org __20060125_______________________This posting was submitted with HTML in it___ __20060125_______________________This posting was submitted with HTML in it___ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org
