Warren:
"Hold onto your hats boys, the wind is sure goona be blowing."
My experiences with 'off-shore' technical support range from the best to the worst. Same with U.S. support. It all depends on the level of training (some companies train with live customers, some don't) and experience of the person taking the call. I had a help desk tech on the phone from Bangalore who had a MS/MIS, MCSE and knew the answer to my problem. He could not give it to me because of policy....
Anyway, I expect BMC support to be as high as it ever has been. I doubt that BMC would put 'bottom line' before customer as they realize there are others out there waiting for disenchanted former BMC customers.
James McKenzie
________________________________
From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Warren Baltimore
Sent: Thursday, September 07, 2006 2:15 PM
To: [email protected]
Subject: Re: I Am Outraged! - BMC/Remedy is Outsourcing Support!!
**
And that's why I said I wasn't sure I buy into it.....
I just don't want everyone to get there shorts all bunged up just yet. This is a Rumor folks. Not the first time we have heard this kind of rumor either! Not saying it won't happen, not saying if it does it will be a bad thing or a good thing. Just saying "let's see what happens".
Warren
On 9/7/06, McKenzie, James J C-E LCMC HQISEC/L3 <[EMAIL PROTECTED]> wrote:
**
Warren:
Not to expand on this but note my reply to Claire.
And there are books and articles on the reverse. Dell decided to shutdown the Austin, Texas call center. A very large customer called in to a high level executive advising them that that company was cancelling their present order and would not buy anymore Dell products. In about three weeks, there were ads in the papers advising that the call center was reopening and that former Dell employees would be rehired without any loss of time (as if they were not laid off in the first place.)
James McKenzie
________________________________
From: Action Request System discussion list(ARSList) [mailto:[email protected] ] On Behalf Of Warren Baltimore
Sent: Thursday, September 07, 2006 1:56 PM
To: [email protected]
Subject: Re: I Am Outraged! - BMC/Remedy is Outsourcing Support!!
**
Keynote Speaker - Geoffrey Moore , Managing Director, TCG Advisors and Author of Crossing the Chasm
He talked about how Outsourcing is not neccesarily a bad thing. It allows the organization to refocus on new tasks by retasking those who were doing support. I'm not sure I buy into all of it. And this is not a very good explanation of an hour long talk. Anybody else care to explain mr. Moore's ideas?
Warren
On 9/7/06, McKenzie, James J C-E LCMC HQISEC/L3 <[EMAIL PROTECTED] > wrote:
**
Warren:
Details for those of us not able to go to BUW?
James McKenzie
________________________________
From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Warren Baltimore
Sent: Thursday, September 07, 2006 1:48 PM
To: [email protected] < mailto:[email protected] <mailto:[email protected]> >
Subject: Re: I Am Outraged! - BMC/Remedy is Outsourcing Support!!
**
Well....
That explains the Keynote speaker at this years User World (if it's true). I wouldn't freak just yet.
Warren
On 9/7/06, Jamahowal Pinitubel <[EMAIL PROTECTED]> wrote:
Hello community,
I have it on good authority from one of my contacts at BMC that they will be
starting to outsource their support to Pune, India and Dublin, Ireland very
shortly.
Am I the only one who is outraged by this?
Our company already pays an unconscionable amount of money for Remedy
Support. If they start to outsource I can guarantee you that our company
will stop paying for support altogether next year because they will be
diminishing the value of this support drastically but our maintenance fees
will not be discounted.
So THEY will be saving a ton of money by giving us compromised support but
they will not be compensating us in any way (and we just renewed our
maintenance contract before I was told of this!).
In my experience, the second most valuable thing besides the actual AR
System platform from Remedy is their support teams and infrastructure. If
BMC is going to start carving the support infrastructure up and outsourcing
it, then thay are going to lose the second most valuable pool of Remedy
professionals next to the engineers themselves.
What is BMC thinking? The executives are obviously boneheads who have NO
IDEA of the value of the Remedy AR System product line and the Remedy
support infrastructure.
I have emailed Bob Beauchamp but have not had a response from him regarding
this direction.
If we can no longer rely on the past stellar support for this product, which
is critical to us in our rapid development environment, we are going to
seriously consider moving to another development platform entirely where
they have on-site American/English speaking professionals - not underpayed
call centre (KB screen-reader) reps who have no understanding and no context
of the platform, and no relationships & restricted escalation paths with the
Remedy software engineering community.
As a longtime customer, I am personally outraged by this move and I am
insulted that BMC has not contacted us nor have they solicited feedback on
this initiative.
What does everyone else think? (Please, EVERYONE chime in on this)
What can we do to get BMC to keep their existing support infrastructure and
stop them from farming out their support to people who can not even speak
clear American English?
JP
_________________________________________________________________
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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___
--
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___
--
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___
