Everone, I know that my support experiences are not the "norm" at BMC. I know that we all pay large amounts in maintenance and support and then a premium for Enterprise support. I also know that using the "normal" support channels can be non-productive and frustrating.
All this being said, If your company can afford it, I would highly recommend Enterprise Support. Not only do you get a single contact for all of you support issues 24x7, but you get their cell and home numbers. You get quick access to the engineering and resolution teams. You get weekly status calls and routine health checks. You even get 7 on site visits per year and your Remedy Support person gets money to build a "mock up" of your environment. Since purchasing Enterprise Support, I can honestly say that I have never had a better support relationship or experience. Kelly Gatewood -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Tim Widowfield Sent: Thursday, March 15, 2007 11:28 To: [email protected] Subject: Re: Who's in charge of support at BMC? (U) The only thoughts I can add have to do with the irony of the whole thing. Can it really be that the company that sell the premier help desk application can't provide decent customer support? I mean, it just seems like yesterday that BMC/Remedy marketing was telling us how customer support should be thought of as a profit center. That is, you can retain customers and drive up new sales by treating people well and providing quality service. >From my own experience, I actually think that's true. Last summer I spent over two hours on the phone with a certain airline, just trying to change a flight. I have nothing against anyone who happens to live and work in Bangalore. However, it appears the call-takers for this airline aren't empowered to do *anything* on their own. "Let me talk to my supervisor" is their mantra. (At BMC it's: "Send me your log files.") The likelihood that I will ever choose to use that airline again is now extremely low. On the other hand, every time I've called DirecTV I'm astonished at how good their customer service is. They actually know how their products work, and they have the patience to walk customers through time-consuming tasks like rebooting an HD receiver/recorder. Would I ever switch to Dish Network or digital cable? Are you crazy? I hope the current support debacle at BMC will be rectified soon. However, I've seen this scenario played out before. Organizations get fixated on the idea that saving money is the same as making money. It isn't. It's a delusion that accompanies the death spiral. First they start cutting costs by firing all their competent employees. Next they sell off all their profitable assets, just to keep the bottom line from looking anemic. In the end, there's nothing left but the name and the dim memory of what used to be. "Will the last one out of the building please turn out the lights?" --Tim ----- Original Message ---- From: "Joran, Peter P, CTR, OSD-CIO" <[EMAIL PROTECTED]> To: [email protected] Sent: Thursday, March 15, 2007 10:38:38 AM Subject: Re: [ARSLIST] Who's in charge of support at BMC? (U) 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" ________________________________________________________________________ _______ 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"
