Bing,
I appreciate the offer for special assistance. ( You will likely not
be surprised to know that you are actually not the first member of
this community to offer such help. Have I mentioned lately that this
is the best group of "co-workers" that I have ever had the pleasure of
working with? )
However the details of the technical issue are, at this point, not
really the more important issue. I think the BMC support process is
broke and their customers have little to no apparent way to actually
receive any functional resolution to their problems.
On this technical issue:
I have been patient and sent in the same set of useless log files,
multiple times, at the request of Tech support.
I have answered the same set of useless questions, multiple times,
at the request of Tech support.
I have asked to have the issue transferred to another Tech support
person. (That request has gone nowhere.)
I have been patient and waited for a "debug server" to actually have
some extra logging to diagnose the issue. (That has gone nowhere.)
I have asked for my sales rep to help. (That has gone nowhere.)
As a last resort, I have appealed to the community in the hopes that
others that suffer the same fate might be brave enough to stand next
to me. (And hope that such a display might show BMC that their process
is really broke.)
FWIW: I appear to have a voice mail this AM from a different person
about this issue. I will have to wait to see if they might actually
have transferred the issue to a different agent. Let me also give
credit where it is due. If I had not have to leave the office early
yesterday to attend a funeral, they would have actually been able to
reach me at the time that they called. ( Most calls I get here on the
east cost are after the normal business hours of 8AM - 5PM. This call
was actually in the normal business hours window. :) Now I get to wait
until they are "open" and give them a call. The phone number is a
California number. :)
Maybe I have a little hope of improvement at this point.
I wonder if this thread had anything to do with the change in
direction for how BMC is handling the issue? Or maybe I was just "to
impatient" to wait for a response. Hum...
--
Carey Matthew Black
Remedy Skilled Professional (RSP)
ARS = Action Request System(Remedy)
Love, then teach
Solution = People + Process + Tools
Fast, Accurate, Cheap.... Pick two.
On 3/15/07, Bradford Bingel <[EMAIL PROTECTED]> wrote:
No guarantees but I know some people in Support. What's the issue?
-- Bing
Bradford Bingel ("Bing")
ITM3 California
http://www.itm3.com/
[EMAIL PROTECTED] (email)
925-260-6394 (mobile)
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