Many companies are beginning to realize the true cost of
outsourcing, Warren. Add to lost customers the fact that the choice is now
becoming going with nations just beginning to really do outsourcing (like
Malaysia, Ireland, etc.) at a low cost, or paying more for more established
outsourcing centers like India. When comparing the total cost of providing
that service, factoring in the cost in lost customers due to problems like you
mentioned, many companies aren't seeing an acceptable ROI to outsourcing at all,
and some have begun to reverse that trend.
I recently had a problem with my daughter's HP laptop, and
after my experience with their service department left me unsatisfied, I asked
for an escalation contact. The guy I was referred to spoke with an obvious
Indian accent (I was working at a company with lots of them at the time, so
I recognized it easily), but said his name was Brian. Right. After I
explained the problem to "Brian", and what I needed him to do to correct it, he
explained that he was powerless to do anything. I verified that I was
talking to the correct person in the correct role, but he seemed to think that
his role was to be a customer "service" dead-end, so he refused to do anything
but listen to me.
Last HP product I'll buy until they understand customer
service as a concept...
So, at least Remedy Support has never been THAT
bad. :)
And I agree about Bamba - he may not be the most
knowledgable person they have, but he busts his butt every time, and I
appreciate that.
Rick
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Warren Baltimore
Sent: Thursday, July 13, 2006 10:41 AM
To: [email protected]
Subject: Re: OT - BMC-Remedy Tech Support Rant
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]>
>Reply-To: [email protected]
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>Subject: OT - BMC-Remedy Tech Support Rant
>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___ __20060125_______________________This posting was submitted with HTML in it___
