Does anyone else get the feeling that upper management at BMC doesn't know
what they are doing? Recent experiences I've had with the organization have
not been good and it seems to be a continuing pattern. I don't want to
discredit some of the good individuals that I've had the privilege of
working with; however as an organization I've been disappointed with
BMC. Cases
in point:
- Remedy Support Page Makeover: What a disaster. I can't believe
all of the problems they experienced during the switch. I personally
couldn't access support via the web for several days and they lost several
of my open tickets in the process. I expect more from a major
corporation with business tools that specialize in ITIL base ITSM. Grade
F
- Support: Dealing with Remedy support used to be a pleasant
experience. I can't say that anymore. There are so many area of
concerns that I will break it down:.
1. Foreign Support – It doesn't help when you can't understand
the person on the other end of the line. Even more frustrating,
is having to restate to them over and over the problem that I am
experiencing because they can't understand me. I have had 1 or
2 good experiences here but that is about all. Grade D
2. Availability – Several times I have attempted to call Remedy
and received a message on the voicemail that the team was
unavailable due to
a business meeting. Who in their right mind would take an
entire team offline for an entire day for a meeting? No one
else I have ever dealt with other than BMC. Split your meeting
into two sections so that you always have someone on the phones to handle
issues. This should never happen, let alone three times in two
years. Grade C
3. Responsiveness – Support used to be very good at getting back
to you and keeping you up to date on what is happening with your
tickets.
This is no longer the case. More often than not I am calling
them to get an update on a ticket, usually finding out that little or no
progress has been made. More often than not I wind up resolving
the issue on my own even when debugging their out of the box
applications.
Grade D
- Sales: How many times do your sales reps changes? While I was
working at one location our sales rep changed multiple times during a six
month period. I understand people leave or get promoted, but don't
they transfer information to their successor? Why is it a blank slate
every time? Recently I had an experience where I tried to get a quick
pricing quote from our rep and then she went to a business meeting for a
week without getting back to me. I had to work with two other Reps in
order to finally get something. If this was the only problem I could
live with it. but combine that with everything else it is frustrating.
Grade C-
- Licensing: How many times have you come into a site and looked at
their licensing and wondered what do they really have? I had a very
recent experience with this. We all know Remedy licensing can be
confusing and that their process needs to be updated. Honestly, how
difficult should it be to be able to tell a development license from a
production license from a hot backup license? Also, shouldn't it be
fairly easy to pull up all the licenses purchased by a company even if they
have multiple support contract IDs? These issues aside, and here is
the whammy, when undergoing a reorganization, why would you fire the only
two people that you had within the organization that really knew how to
perform licensing audits? I've been working with their licensing team
for over two months now to complete an audit that I requested. My
main contact has tried her best to assist me only to be frustrated by her
upper management. I even discussed the issue with one of her managers
and I got the feeling that they didn't understand the pain that they were
causing. All I receive from him was that they were looking into the
problem and would fix it as soon as they could. The only reason I
don't give a failing grade was the one person who tried her best to assist
me on this issue. Grade D
I don't want to sound all negative about BMC and Remedy. I personally love
the Remedy development platform and I've worked with it for over seven years
now. It is my bread and butter. What I'm disappointed in is BMC's apparent
lack of organization in dealing with changes and their apparent attempts to
de-emphasize support. I hope someone from BMC reads this post and it makes
them think about what they are doing to their company. Historically one of
Remedy's greatest strengths has been its developers who are on the front
lines telling everyone what a great product Remedy is and what it can do for
their company. While it is still possible to tell customers that Remedy is
a great product I find myself more and more reluctant to tell them that they
can expect first class support once they have it.
Regards,
Shawn Rosenberry
RSP and former RAC
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