My place of employment switched from BMC to TuringSMI last September. I've been pleased with the support I receive. Turing has a talented pool of people in the States and I have their numbers. That's a good thing. No more playing phone tag with people I don't know.
The people that work at Turing that provide support have the Remedy ATS certification. They are provided with tools and knowledge that are not given out in regular training classes (debugging related info) through this cert path. Our turnaround rate (measured in fixes available in the form of binary patches) has come way off the floor since using BMC support directly. We still work with the BMC resolution team/engineers as needed, depending on the nature of the problem. The BMC site is also still used for all our licensing related issues (new licenses, purges, etc.) and we retain our supportweb logins for the kb, patches, downloads, etc. Just my observations. Axton Grams On 4/18/07, Wilson, Bruce B <[EMAIL PROTECTED]> wrote:
** The trail is becoming more twisted… Apparently, when you now call the BMC support center with a new issue, you no longer speak to a support technician. Instead, you speak to someone who takes some cursory notes and creates a ticket for you. Basically, it is the same thing as if you were to go online via Remedy support and create your own ticket. I remember previous to this, you got someone who could not speak very good English and would attempt to solve your problem with the limited knowledge they had and would then TEXT MESSAGE the BMC support engineer you previously were able to speak directly to. Add the fact that the on-line Remedy knowledge base is incredibly slow to search and retrieve and you basically complete the poor support. We are paying thousands and thousands of dollars for incredibly poor support that seems to continuously get worse. What is next? I am seriously considering utilizing a non-BMC service center for support. I am told at one vendor, the technicians go through a certification program. You get the same person each time you call so they get to become familiar with you. Does anyone have any good (or bad) experiences with non-BMC service center vendors? Sorry for venting, but enough is enough! Bruce Wilson C&S Remedy Administrator Norfolk Southern Corporation Atlanta, GA __20060125_______________________This posting was submitted with HTML in it___
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