I'm right there with you, Matt. If making noise will help, I'll make some,
too. More than likely, though, BMC will need to see a financial impact
before they change behavior.
I have very similar experiences with support as you and others have
described. It's become routine. Entry-level "support" person asking
rudimentary, unrelated questions, usually in broken English, demonstrating
little/no understanding of the issue itself. Repeated phone calls/e-mails
until "max frustration". Ultimately, we're worn down and give up.
We changed servers a couple of months ago, which didn't used to be a big
deal. Simple license replacement. It went on for weeks. I got tangled on
Floating Full Text Search licenses, which nearly cost me my Fixed Write
licenses as well. The BMC support person was sure that FTS licenses aren't
issued for ARS 6.0.1 - even after I slowly and carefully explained that
we're running the same release and patch level on the new server. The
originals had been issued for the same release. Two months later we still
don't have the FTS licenses, my users have learned to accept the funky
pop-up message, and we've given up.
Just a recent example. I'd escalate to my account/sales rep. but I don't
know him. BMC has changed our rep a couple of times. They don't advise us
of these changes, so we find out when we try to contact "the old rep".
That's one way to insulate support, I suppose.
It's risky to run mission-critical applications on a platform with suspect
support.
Mike White
Office: 813-978-2192
E-mail: [EMAIL PROTECTED]
"Carey Matthew
Black" To: [email protected]
<[EMAIL PROTECTED] cc:
COM> Subject: Re: Who's in charge of
support at BMC?
Sent by: "Action
Request System
discussion
list(ARSList)"
<[EMAIL PROTECTED]
ORG>
03/15/2007 08:23
Please respond to
arslist
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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