Ive had many occasions where I had an issue and I submitted the issue to BMC and ARSList at the same time. BMC would send a basic response with very little insight and typically they will suggest patching the server since that patch "might include some fixes that might fix your problem".
Unless it includes a SW bug that is addressed by the patch that resembles your issue, my experience has been that the patch accomplishes nothing. Most of my issues sent to BMC and ARSList have ended up with better advice and help from ARSList vs BMC. We pay thousands of dollars every year for BMC with worse support than a distribution list that provides great advice and responses for no charge....Go figure. And to top if off, BMC could care less that you found the solution without their help. They look to close your ticket as soon as possible to get you off their backs rather than assure their supported customers are satisfied with the assistance and help provided. Thanks Peter Lammey ESPN MIT Technical Services & Applications Management 860-766-4761 -----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 3:28 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. -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Opela, Gary L Contr OC-ALC/ITMA Sent: Thursday, March 15, 2007 2:06 PM To: [email protected] Subject: Re: Who's in charge of support at BMC? (U) <The following is strictly my opinion and they do not reflect the feelings of my employer> Okay, I agree that the top level support is great and all, but they should at least hold to their level of support for which we're paying. Example: I opened a ticket with Remedy on Tuesday Morning at 9:37 AM regarding some database connectivity issues I've been having (See thread entitled "MS SQL Linked Server error" for full information). They did not respond until the next day. I got to work on Wednesday at 7:00 and there was an email from them asking for, guess what, log files. Note that in my original emails, I had pasted the errors I was seeing, so they would not have anything to find in the log files. Additionally, in my original email, I had stated that this was affecting my entire user base. So, I sent them the files at 7:37AM on Wednesday. I wait all day, nothing.. I get to work this morning, and still nothing! I emailed them back and said their response time was not acceptable and asked that they elevate the priority of the ticket. That was at 7:47 AM this morning. They still have yet to respond. So, now I'm 4 days into the issue, and it's 2.5 days since I opened the ticket, and where am I? My users still cannot use a core functionality of their application! Now, granted, the issue may or may not be with remedy, but remedy is the only thing that is being affected. I can use all of the functionality directly within SQL Server Enterprise Manager and Query tool, but only remedy is experiencing issues. I pay for support, I expect to get support, not a generic canned response asking me for data which I've already provided just so they can put me on the ignore list! David, I hope you read this and take it to heart. You have a large customer base that is not happy. I hope you guys realize that due to your less than acceptable level of support, you are going to lose customers. There are other products out there that, while they may not be as good as remedy, have good enough support to make it worth it! Remedy, although it is great, is of no use to me if I cannot get it to work! ________________________________________________________________________ _______ 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"
