I do agree on the policy bit. What I do not particularly like about their policies is their first level support towards dealing with certain problems.
What I think would work is if they were to set up level based profiles of their customers.. What I mean is usually when you have an experienced Remedy developer or administrator calling Remedy support on some issue, they usually call when they have covered most bases, and are still at a loss at solving their problem. What they do not want to deal with after contacting support is wasting about 6 hours shooting emails back and forth with basic logs that were already looked at several times before raising some of these issues.. An experienced developer or consultant would rather have liked to talk to a back end support personnel rather than dealing with the front end. With all due respect to newer developers or administrators of the Remedy systems, I think it would be fair to have the backend support more accessible to seasoned developers and administrators, while the front end support could be more dedicated to newer or lesser experienced developers and administrators. Would this work? I think so. Why wouldn't it. Its almost a given that newer developers or administrators have issues with whats a little more obvious than their experienced counterparts. I was a newbie at one time and I know that I had most of my problems resolved by frontline support.. Was it because back then they were any better and worse than the frontline support now? Personally I do not think so. They were as good or worse. What worked for me back then was just the fact that I probably contacted them with the most obvious things. What doesn't work for me now when I contact frontline support is, I usually spend significant amount of time doing a routine standard debug and sometimes even beyond based on my past experiences dealing with something simirlar, and if I am still at the end of the road, when I raise a support ticket, I've usually to spend another few hours with frontline support throwing logs back and forth, and finding no resolution, it then goes to backend support. Not the best kind of process I guess that suits my requirement. When I say mine I'm pretty sure I'm talking about a substantial number of developers and consultants out there... Joe D'Souza Remedy Developer / Consultant, BearingPoint, Virginia. ----- Original Message ---- From: "[EMAIL PROTECTED]" <[EMAIL PROTECTED]> To: [email protected] Sent: Monday, December 11, 2006 12:01:46 PM Subject: Re: BMC Support Doesn't ** 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 > > > > ________________________________________________________________________ > _______ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > ARSlist:"Wherethe Answers Are" > > _______________________________________________________________________________ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > ARSlist:"Where the Answers Are" > > > > ____________________________________________________________________________________ > Cheap talk? > Check out Yahoo! Messenger's low PC-to-Phone call rates. > http://voice.yahoo.com > > _______________________________________________________________________________ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > ARSlist:"Where the Answers Are" > __20060125_______________________This posting was submitted with HTML in it___ ____________________________________________________________________________________ Do you Yahoo!? Everyone is raving about the all-new Yahoo! Mail beta. http://new.mail.yahoo.com _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
