Re: Remedy Support Site - Fixed?

[Rick Cook]

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Oh, don't get the partners started.  Having come from a partner recently, I have several support IDs associated with my account, so that I can deal with support issues under the support IDs associated with those customers.

 

Unfortunately, the stupid upgrade associated me, as the default ID, with a customer that hasn't even had active support for 3 years.  And selecting another ID works for tickets, but not for downloads - I get "your support has expired" types of errors when trying to download products, no matter what other ID I attempt to use, because it hasn't disassociated me with the expired one.  I opened a ticket for it on Monday, and have had only a token acknowledgement (no help whatsoever) from overseas since. 

 

I doubt I'm the only person in this situation.  This is one of the worst upgrades of anything I've ever seen.  It should never have been released to the public like this.  Poor design, poor testing, and poor execution.  If I were a potential customer evaluating BMC/Remedy, based on their support right now, I'd run the other way.

 

Rick
 

On 10/18/06, Susan Palmer <[EMAIL PROTECTED]> wrote:

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Chris,

 

Do you work with a partner or a remedy inside sales person?  They might be a way to contact a person that might be able to make a call on your behalf.  Who do you order licenses from ... another contact you could try.

 

When I called the same Customer Care I hung up after nearly 30 min.  Next thing I know I received an email for a ticket that was created from the phone call.  I thought it was a bit wierd, but ok.

 

You could try faxing a message for help to 925-469-4001

 

Or email following these instructions from the website:

Instructions for submitting a BMC Customer Support ticket using email:
1	In the subject line of your email, enter your Support Contract ID, the priority of your ticket and choose from one of the Classifications below. Enter this information in the following format:
	SupID:yourSupportID;Priority:yourPriority;Classification:ClassificationOfYourTicket
	For example, if your Support Contract ID is 1, you have a medium priority ticket, and your ticket is workflow related, the subject line of your email would read:
	SupID:1;Priority:Medium;Classification:Workflow
2	In the body of your email, enter your detailed problem description.
	Classifications:      Workflow      Unix Server      Windows Server      Client      Licensing      Applications      Web    Priorities:      Low      Medium      High      Critical
3	Send To: [EMAIL PROTECTED] Interesting that they no longer show who you can escalation an issue to like they used to.  Although I haven't checked for that in a long time. Good luck, Susan

 

 

On 10/18/06, Gillman, Chris <[EMAIL PROTECTED] > wrote:

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Someone from BMC suggested I try that…. And I did try that…. And I've gotten no response back with a TICKET # or anything. It's EXTREMELY frustrating, because over the past 3 days, I haven't been able to get done ANYTHING that I need to get done. And no one is pointing me in the right direction. I'm CURRENTLY no the phone with the 1-925-469-4200 #, With option #1 for technical support, and option #6 for Customer Care… last time I did this, I had to wait 1 hour and 20 minutes for them to pick up and say, "Oh no, we only handle licensing… you need to try this other #"… Then I tried the other #, and they said "is this a BMC website problem or a Remedy website problem" I told them Remedy and they said "OH, no you need to call the Remedy support # and ask for customer care then… " so I'm really getting frustrated and tired of the games at the same time. Sorry If I'm coming off strong, but this is ABSOLUTELY unacceptable. This should be a simple matter of checking my account while I'm on the phone with them or whatever. I shouldn't have to wait 3 days for no response, and no resolution.
Christopher P. Gillman

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From: Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] On Behalf Of McKenzie, James J C-E LCMC HQISEC/L3
Sent: Wednesday, October 18, 2006 9:03 AM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy Support Site - Fixed?

Chris:

Interesting....and agrevating at the same time.  I don't want you to spend hours on the phone.  Maybe I can find information on how to submit an e-mail to start a ticket....

James McKenzie

L-3 GSI

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