Folks,
At the risk of being a "me too" posting.... ME TOO!!!!!!! Support bites these days. Not that there are some shining stars out there, but the overall support process is a total wreck. Is BMC trying to smother the baby in the crib? I'll be glad to add my name to any complaint. Recently, I sent the following to our sales rep. Still haven't heard back... *Stephanie,* ** *I'm with the University of Washington's School of Medicine's office. I'm working as a Sr. Remedy Developer on our SOMAS Projects.* ** *I received this email today from BMC, and it was kind of the last straw for me. Now, thankfully, I was already aware of the problems with DST, and have taken the appropriate precautions, HOWEVER, had I not been aware of the issue with the BMC AR System's vulnerability, receiving this email 3 days prior to the event would have been an absolute disaster.* ** *This type of slapdash approach to supporting the Remedy customers has become indicative of an overall lack of support...period. With the continued re-organization of our support structures, we continue to see drop in the quality that we had come to expect from the old Remedy Company.* ** *When BMC first bought the Remedy wing of Peregrine, they made statements that reflected and understanding of what the Remedy company had once been and voiced a desire to bring it back.* ** *As far as support goes, BMC is failing miserably.* ** *If there is anything that I can do going forward, please feel free to call on me. * I sure would like to hear back from them.... On 3/15/07, Scott Glass <[EMAIL PROTECTED]> wrote:
** Matt White Wrote: "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." Matt, I absolutely agree that having to repeat the same thing four or five times does get VERY annoying, VERY fast... Of course then there's the "what?!?!?!?" that comes out of my mouth in response to their response… <ARGH!> I miss the California crew. Scott *Scott Glass* Enterprise Management Development SunGard Availability Services 401 North Broad Street MS-MC122 Philadelphia, PA 19108 office: 215 378-5016 cell: 215 208-2450 email: [EMAIL PROTECTED] ___________________________________________ Keeping People and Information Connected(r) http://www.availability.sungard.com CONFIDENTIALITY: This e-mail (including any attachments) may contain confidential, proprietary and privileged information, and unauthorized disclosure or use is prohibited. If you received this e-mail in error, please notify the sender and delete this e-mail from your system. __20060125_______________________This posting was submitted with HTML in it___
-- Warren R. Baltimore II Remedy Developer UW Medicine IT Services School of Medicine University of Washington Box 358220 1325 Fourth Ave, Suite 2000 Seattle, WA 98101 The opinions expressed in this e-mail are in no way those of the University of Washington, or the State of Washington. They are my own. _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
