Sad but true. Have you ever worked at a company where your position was the breadwinner (e.g., a software company or consulting firm) and also worked at a company where you were classified as overhead? Notice a difference in your perceived value when operating in those different scenarios? On one side you have the power to make change, in the other you are subject to what is dictated as important. Why? Because in one case you are making the money and the other you cost money.
Bottom line is that BMC will act/react in response to their bottom line; read as sales and shareholder perception. Why? Because that is how they are able to continue to operate. Until the people that make the decision to buy or not to buy BMC products (C level people) start to show change, BMC will probably not change. There are certain individuals inside BMC that do read these things and want to make things better, but back to the bottom line, they are operating in a limited capacity. Why? Because the people in the field are not the people buying the products or making the decision to buy products. What does this all translate to? Stop buying BMC products if you are not happy with the current state of events or you think better alternatives are available. As Christian stated, if you or yours are not doing this (moving away from BMC products), then BMC is making the right decision in how they are handling things. Whether you think the status quo is good or bad is not relavent to the people that have to sign off on change. One would like to see things get better before it comes to this (people moving away), but companies (large and/or old companies in particular) are reactionary by nature. Axton Grams On 3/15/07, Christian Janovic <[EMAIL PROTECTED]> wrote:
Well, I think you mix things up... BMC right now sells C-Level-Out-Of-The-Box-Tools. I.e. that they address "deciders" and not those guys that have something irrelevant as support problems - as YOU are. Then again choosing an airline is YOUR personal decision. Has anybody replaced BMC because of bad support? If not, they are right... -----Ursprüngliche Nachricht----- Von: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] Im Auftrag von Tim Widowfield Gesendet: Donnerstag, 15. März 2007 17:28 An: [email protected] Betreff: 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. ... _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
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