Shawn,
Well written covering alot of the issues. I've had to work with support
numerous times (many hours) over the last few months and once you get past
the level one you can get to the people that can help. That's assuming
you're still able to communicate or even want to. It is very frustrating to
constantly be saying, "What?" or "Say that again." You're right about a two
way issue. Plus the quality of the phone connection leaves something to be
desired also. When I asked about what scripts they were using, there were
none. We all know Remedy, especially now, is not an application you can
troubleshoot without extensive experience.
I was just getting ready to do a post about an issue just uncovered
today but I'll wait until tomorrow. Supports response was very thorough
ending with .... just upgrade to ITSM 6. Like you can do that on the drop
of a dime .... lol.
We hear your pain and feel it too.
Susan
On 6/12/07, Tanner, Doug <[EMAIL PROTECTED]> wrote:
**
Shawn,
Well put. Having worked in the Remedy world for over 10 years
I can not agree with you more. Hope BMC is listening.
Doug Tanner
RSP former RAC
------------------------------
*From:* Action Request System discussion list(ARSList) [mailto:
[EMAIL PROTECTED] *On Behalf Of *Shawn Rosenberry
*Sent:* Tuesday, June 12, 2007 3:11 PM
*To:* [email protected]
*Subject:* OT: BMC Rant
**
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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