Add to that list Chris Pettibon, Jesse Richardson, Rich Denman, Jane Stuckey, Derek Bennett, and Bamba - all very knowledgeable and helpful folks. That's not a complete list, and I apologize to those whose names my brain is too feeble to still remember, but the point is that the problem isn't that there aren't good people IN support. The problem is that there don't seem to be good policies coming from BMC to allow Remedy support to be as good as it could be.
Viva la ARSList! Rick On 12/11/06, Joe DeSouza <[EMAIL PROTECTED]> wrote:
** I sort of agree here but there are just these certain individuals at Remedy support I don't mind dealing with as my experience with them has been more than satisfactory. To name a couple, I think Alfred from the Server Support team is one of their most brilliant server resources, and recently I had a very pleasant experience with Barbara from the application support team.. I think both of them are based in California.. If Alfred and Barbara are reading this, keep it up, you guys rock! Cheers Joe D'Souza Remedy Developer / Consultant, BearingPoint, Virginia. ----- Original Message ---- From: "Meyer, Jennifer" <[EMAIL PROTECTED]> To: [email protected] Sent: Monday, December 11, 2006 10:37:01 AM Subject: Re: BMC Support Doesn't Gee, Barry, I've noticed that, too. At my last position, we kept a running total on our whiteboard. Every time we called support, we logged who actually solved the problem, our admin team or theirs. Their team remained with a 0 total. Come to think of it, I don't actually call BMC support: I'm just plain turned off. If our morale is low, how must the former Remedy personnel's be? J Meyer -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Barry Lindstrom Sent: Monday, December 11, 2006 10:25 AM To: [email protected] Subject: Re: OT-RE: BMC SupportWeb is GARBAGE Gee...If this is Off Topic, what is on? The web site may suck, but it's the changes to the underlying support organization that concern me. I used to(pre BMC Userworld 06) be able to pick up the phone and call Remedy tech support with a 50/50 chance of getting an answer to my question. AND, if I the person on the other end of the phone didn't have the answer, they took it as a personal challenge to find somebody who knew and get that info back to me. The first time I called BMC Tech Support(post BMC Userworld 06), I got a BMC support person that didn't seem to understand the issue and didn't seem to care about finding an answer. I tried a second time about a month later with the same result. Since it appears the players behind "Remedy" tech support are now so BMC centric that they can't support us, the value of this forum has just increased exponentially. Perhaps, it's time for an ARSList IPO. Barry Lindstrom Certifiable ARJ
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