My technique is not only to use ARSList and bounce it off of other people I know off-list, but to involve our BMC sales rep too. The sales guys may not be able to answer the technical question, but they care a lot about customer service and make sure that the right people get involved. Unfortunately that does mean that the BMC sales folks get two jobs instead of just being involved with sales, but that is BMC's problem to deal with.
Additionally, I've always gotten better support from BMC than I have from other companies. Ever try dealing with Microsoft or Adobe? It's horrible, no matter how much you pay. ________________________________ From: Action Request System discussion list(ARSList) on behalf of Kirk Cassady Sent: Thu 9/7/2006 7:50 PM To: [email protected] Subject: Re: I Am Outraged! - BMC/Remedy is Outsourcing Support!! Although I rarely call support, my last 3 calls were fielded in India. I have no problem with that as long as I get good support. The problem is each time they couldn't answer the questions and it took an engineer from the USA to provide the expected support. Support costs too much to make us go through a "filtering" system that just causes delays. So therefore I only call support when I have exhausted all other sources...even though we're paying big bucks for it. Big thumbs up for ARLIST! We should feel that we can easily call support when needed instead of avoiding it. Kirk The information in this e-mail, and any files transmitted with it, is intended for the exclusive use of the recipient(s) to which it is addressed and may contain confidential, proprietary or privileged information. If you are not an intended recipient, you have received this transmission in error and any use, review, dissemination, distribution, printing or copying of this information is strictly prohibited. If you have received this e-mail in error, please notify the sender immediately of the erroneous transmission by reply e-mail, immediately delete this e-mail and all electronic copies of it from your system and destroy any hard copies of it that you may have made. Thank you. _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org
