You mentioned the word "culture". I think that may be a bigger player as outsourcing of support increases. It doesn't matter if the overseas support people are trained as well, are as smart, or speak English (or whatever your native language is) as well as the CA people do, one thing remains, and we've all see its effects when dealing with support from other companies who have outsourced. That is the differences in cultural standards of what should satisfy a customer.
I once had an HP escalation manager in India tell me that it was essentially his job to be a dead end for support escalations. He had no power or intention of solving the problem or of routing me to anyone who would or could. Whether he misinterpreted his employer's instructions or standards of customer service will remain a mystery, but it was obvious that his interpretation of the terms "support" and "customer service" were from a culture different than my own. The standard of what is acceptable customer service to an American is not necessarily the same standard used in other cultures. Until U.S. companies get a better handle on mitigating that and training better for it, we will continue to see our standard not met, even though theirs may be. I don't believe I'm the only person smart enough to see this - why is it apparently so difficult to resolve? Rick On 1/26/07, Carina Burns <[EMAIL PROTECTED]> wrote:
From: Carey Matthew Black <[EMAIL PROTECTED]> Subject: Re: BMC Support Web Site Performance In-Reply-To: <[EMAIL PROTECTED]> Content-Type: text/plain; charset=ISO-8859-1; format=flowed Content-Disposition: inline Carina, I understand your experiences. (and I have been there too.) However, let me, for a moment point out that being a customer is a type of relationship. If we truly give up on them, then they will also not learn/improve because of what we know. Hey Carey, That was a lot of frustration speaking in that post. I don't know why but that ticket was just put on the ignore list....Probably because parts of it happened over the holidays and we only paid for basic support. The irony of it was that my trying to help them was the final straw causing me to give up. In a nutshell, when using the 7.0 upgrade the AR service would never start. It would try to restart over and over finally dying with a memory allocation error. I attached all the logs/parms to the ticket each time I tried something different. Eventually after reading some posts here, I went to a two step upgrade and tried 6.3 first. It went without a hitch. At that point they did create an RFE because it was obviously an issue with the installer (and not my db <-<). I put a response in the ticket to the tech asking him if he needed anything before I went to 7.01. It sat for 5 days, I posted again, and it sat for another 3 days before they sent a response....one asking if I thought the issue was fixed. I'm all for educating support to get them to be better...But I keep wondering what it will take to change the culture enough to make THEM want to be better. Maybe too many bad experiences has me wanting to find a new relationship. _______________________________________________________________________________
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