UNCLASSIFIED
This has been going on long enough. There seems to be a lack of planning and stakeholder analysis. Perhaps the time is right for a signed petition listing the issues, demanding change and requiring that BMC address the problems at RUG. What a painful post. It's right there with the parental saying 'This hurts me more than it hurts you.' Any thoughts? Pete -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Carey Matthew Black Sent: Thursday, March 15, 2007 8:23 AM To: [email protected] Subject: Re: Who's in charge of support at BMC? 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) ________________________________________________________________________ _______ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are" _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
