We used to have problems with sales reps several years ago during and shortly after the Peregrine/BMC transition, but our current and previous account representatives have been absolutely outstanding. We are currently assigned to Rick Finkle, and were previously with Lance Haile. Both have helped us resolve outstanding issues that we had with licensing and purchasing new products/licenses.
As for the Remedy Support, I have to say that "send me the log (or DEF) files" has been the mantra ever since I began working with support nearly 7 years ago. There is a limited amount they can fix without knowing what else is going on in the background. That's like calling a mechanic, telling him your car is constantly overheating, and expecting the guy to fix the problem over the phone. At some point, he will need to physically look inside the engine, which is what logs and DEF files are to Remedy Support. I have had my share of support calls with the technician who insists on "going through the script" on a dozen things I have already checked. Playing devil's advocate though, the Remedy Support staff have no idea who I or any other caller actually is. They don't know whether we are senior Remedy Developers who can design forms and workflow in our sleep, or some schmuck on the Help Desk who was given the manuals 10 minutes ago and told "Read this, and have our new Help Desk system ready for implementation in two weeks." We may know some of the more senior techs who also know us, but they are not the front-line support people taking all of the calls that come in everyday. If you have a problem with Remedy Support, I highly recommend you call up their support line and ask to speak with a manager. If they don't help you or seem indifferent, then go to that person's manager. Eventually, you are either going to get the help you are looking for, or be talking to CEO Robert Beauchamp himself. Good luck, -James ----- Original Message ---- From: Rick Cook <[EMAIL PROTECTED]> To: [email protected] Sent: Thursday, March 15, 2007 12:55:42 PM Subject: Re: [ARSLIST] Who's in charge of support at BMC? (U) I bet if I took a show of hands as to who was happy with Remedy engineering and support right now, it would be a small minority - no surprise there. Would it also be a minority of those who could say their BMC sales rep is either unknown to them or ineffective in serving them? Houston - YOU have a problem. For details, see your closest mirror. Rick ____________________________________________________________________________________ TV dinner still cooling? Check out "Tonight's Picks" on Yahoo! TV. http://tv.yahoo.com/ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
