Re: I Am Outraged! - BMC/Remedy is Outsourcing Support!!

[Ian Trimnell]

** Jamahowal Pinitubel 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? [SNIP] JP Personally I don't know what all the fuss is about. Here in the UK a lot of us do not receive support direct from Remedy/BMC.  Our VAR, Fusion, has a very good technical support team who can deal with most of the problems that we throw at them, and as I have been developing our home-grown AR System applications for over 8 years now we do not actually have to call upon their services that often.  I have to say that when Fusion can't deal with our problems it usually takes an awful long time to get an answer out of Remedy.  Fusion used to have their technical guys based in both the UK and Ireland and the support from both teams was equally good. So long as the actual help one receives from the support team is good does it actually matter where the phone is picked up?  Most good support desks have second level, and higher, teams backing them up and the front line works better when they know when to pass problems up the tree. Cheers, Ian Ian Trimnell, AR System Lead Developer (amongst other jobs), Specialist Support & Information Team, Academic & Administrative Computing Service Open University, MILTON KEYNES, UK Phone: 01908 653741   web: http://www.open.ac.uk/ __20060125_______________________This posting was submitted with HTML in it___