<The following is strictly my opinion and they do not reflect the feelings of my employer>
Well, Norm, my process is a little different than yours :) - <....> you Google or turn to ARSList for help. - After tons of research, you <realize you can't possibly> solve the problem yourself <and reluctantly turn to Remedy for help>. - User submits a request for help. - User gets a canned "we got your request for help" message. - A day or two later a support tech emails you for copies of the log files. - They sit on your ticket. <here is where I'm at now.> - A day or two later a support tech asks you to apply a patch that addresses bugs totally unrelated to your issue. - A Remedy support agent contacts you and asks you how you solved the problem. - You <delete> the automated customer satisfaction survey <email> <because> nothing happens. I would prefer your scenario over mine, because at least you got your problem fixed. As long as remedy has the corner in this niche market, they have no reason to spend more money on support. I mean, I wonder how many accounts they've really lost? I doubt they've lost very many. It's a sad fact that they give this level of support just because they can. You can't treat your prize flower like a dandelion and expect it to win any shows. I think I'll make this my new saying. -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96 CG/SCWOE Sent: Thursday, March 15, 2007 2:28 PM To: [email protected] Subject: Re: Who's in charge of support at BMC? (U) Yes, I have to agree there. I don't open many support requests--maybe three or four a year--but the last ones I submitted I experienced pretty much exactly what you describe. Pretty much Remedy support--from my experience--goes something like this: - User submits a request for help. - User gets a canned "we got your request for help" message. - A day or two later a support tech emails you for copies of the log files. - A day or two later a support tech asks you to apply a patch that addresses bugs totally unrelated to your issue. - They sit on your ticket. - Meanwhile you Google or turn to ARSList for help. - After tons of research, you solve the problem yourself. - A Remedy support agent contacts you and asks you how you solved the problem. - You fill out the automated customer satisfaction survey and nothing happens. _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
