Well, I'll chime in here. I have dealt with overseas from time to time (not very recently though). The last time I did, it was a licensing issue and I was dealing with a malaysian support center. The lady was VERY helpful and very quick.
That being said.
In the last couple of years, I have noticed a steady slide in support from BMC. It is no where near what used to expect in the days of Remedy (pre dead bird). That is not to say that I have not had good experiences (yay Bamba!). Nor have a majority of my experiences been "bad". They have however been mediocre. And that is with the US call centers. Moving support to a global effort is not neccesarily a bad idea. It's how you approach it. What many companies have experienced is due to a number of things. Poor planning when preparing to switch, and a lack of commitment by the company contracted to do the work. (Dell I believe made both of these mistakes). Recently, I received a call from an Indian Call Center that is contracted with my mortgage bank (Countrywide). They thought that I had not payed my mortgage. (I had). Thanks to the Internet, I was able to pull up my records and see that the payment had been submitted, but that the bank had accidently put against principal and not the June payment (it arrived 5/29). Since this had happened before, I knew what the situation was. However, the woman on the other end refused to listen. she just kept repeating her lines over and over. It wasn't until I demanded a US based manager that I got it straightened out.
Bottom line, if your looking to save a few bucks, and you do it wrong, your going to lose so much more in customer good feeling....
On 7/13/06, Rick Cook <[EMAIL PROTECTED]> wrote:
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: [email protected]
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: [email protected]
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: [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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>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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Warren R. Baltimore II
Remedy Developer
UW Medicine IT Services
School of Medicine
University of Washington
Box 358220
1325 Fourth Ave, Suite 2000
Seattle, WA 98101
The opinions expressed in this e-mail are in no way those of the University of Washington, or the State of Washington. They are my own. __20060125_______________________This posting was submitted with HTML in it___
