Hi Listers,
There are still many there who are truly great at what they do. Some for
always having the right answer, and some who no matter what won't rest till
they find the solution. So for Gary, Doug, Dave Carrie, Carmen, Russ, Dave (the
other Dave), Jason, and all of you who over the years have been there for us
customers.... Thank you!
I think whats been going on has been a shame. Changes in policies that
permit less and less actual helping time and more time dedicated to that
insufferable support web. I am amazed and astounded at all the problems and
flaws it possesses. Even more surprising that BMC being in my opinion a
proponent of ITIL practices and ITSM solutions that follow those practices,
does not seem to use them in their own business. At least not that I can see
from the point of view of a customer trying to use their support web.
Best Regards,
Tom Altamore
----- Original Message -----
From: Joe DeSouza
Date: Monday, December 11, 2006 11:30 am
Subject: Re: BMC Support Doesn't
To: [email protected]
> 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"
> 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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