How are you guys getting in touch w/ support people? I get forwarded to an operator who types up my ticket for me and forwards off. Then I spend a couple of weeks playing email tag. If the documentation or the knowledge base was worth anything I'd be able to answer a lot of my questions myself.
$300,000 a year for support. I open about 5 tickets a year. You'd think I could get somebody on the phone when I have a question... Corporate IT Enterprise Systems Management Remedy Support Team Remedy Support Team Home Page http://collaborate.mckesson.com/sites/esm/remedy -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of [EMAIL PROTECTED] Sent: Tuesday, June 12, 2007 12:54 PM To: [email protected] Subject: Re: OT: BMC Rant This is a multi-part message in MIME format. --Boundary_(ID_udDhkJcU6sa/LFilQ+0xmw) Content-type: text/plain; charset=windows-1252 Content-transfer-encoding: quoted-printable Content-disposition: inline Hi Shawn=2C Hi Listers=2C = I hadn=27t needed to call for several months=2C and now recently= I had to initiate 3 separate issues=2E While I did not on recent occasi= on get foreign service desk=2C I have in the past and it was nightmarish= =2E I couldn=27t understand them=2C and they could not understand me=2E = While I am the first to admit having a speech impediment (I learned to s= peak while growing up in Brooklyn)=2C It was far beyond any issues of ac= cents=2E They also had no grasp of the =22Remedy=22 nomenclature=2E Most recently however=2C I have gone through some frustration dea= ling with the service desk down in Texas=2E I had spoken to a young man = who was both rude and dense=2E The denseness seemed rather purposeful=2E= I have also spoken to some who were most pleasant and courteous=2E Eith= er way when I explained there was a great need for a speedy resolution=2C= and it was made a =22Low - Medium=22 priority=2E In the end I was helpe= d by Carmen and Gary=2E They did a great job as usual=2E Getting to some= one however is hit of miss=2E Sometimes you get the guy on the phone who= refuses to pass it on to the next tier=2E If they are going to learn an= d experiment on my time=2C don=27t I deserve some kind of rebate on my s= upport fees=3F Their support groups in Pleasanton and Atlanta are top notch=2E We shoul= dn=27t have to go through hell to get to them though=2E Best Regards=2C Tom Altamore ----- Original Message ----- From=3A Shawn Rosenberry = Date=3A Tuesday=2C June 12=2C 2007 2=3A12 pm Subject=3A OT=3A BMC Rant To=3A arslist=40ARSLIST=2EORG =3E Does anyone else get the feeling that upper management at BMC = =3E doesn=27t know =3E what they are doing=3F Recent experiences I=27ve had with the = =3E organization have =3E not been good and it seems to be a continuing pattern=2E I don=27t = =3E want to =3E discredit some of the good individuals that I=27ve had the = =3E privilege of =3E working with=3B however as an organization I=27ve been disappointed = with =3E BMC=2E Cases =3E in point=3A =3E = =3E = =3E = =3E - Remedy Support Page Makeover=3A What a disaster=2E I can=27t belie= ve =3E all of the problems they experienced during the switch=2E I = =3E personally couldn=27t access support via the web for several = =3E days and they lost several =3E of my open tickets in the process=2E I expect more from a major =3E corporation with business tools that specialize in ITIL base = =3E ITSM=2E Grade =3E F =3E - Support=3A Dealing with Remedy support used to be a pleasant =3E experience=2E I can=27t say that anymore=2E There are so many = =3E area of =3E concerns that I will break it down=3A=2E =3E 1=2E Foreign Support =96 It doesn=27t help when you can=27t understa= nd =3E the person on the other end of the line=2E Even more frustrating=2C =3E is having to restate to them over and over the problem = =3E that I am =3E experiencing because they can=27t understand me=2E I have had = =3E 1 or =3E 2 good experiences here but that is about all=2E Grade D =3E 2=2E Availability =96 Several times I have attempted to call Remedy =3E and received a message on the voicemail that the team was =3E unavailable due to =3E a business meeting=2E Who in their right mind would take an =3E entire team offline for an entire day for a meeting=3F No one =3E else I have ever dealt with other than BMC=2E Split your meeting =3E into two sections so that you always have someone on the = =3E phones to handle =3E issues=2E This should never happen=2C let alone three times = =3E in two =3E years=2E Grade C =3E 3=2E Responsiveness =96 Support used to be very good at = =3E getting back =3E to you and keeping you up to date on what is happening = =3E with your =3E tickets=2E =3E This is no longer the case=2E More often than not I am calling =3E them to get an update on a ticket=2C usually finding out = =3E that little or no =3E progress has been made=2E More often than not I wind up resolving =3E the issue on my own even when debugging their out of the box =3E applications=2E =3E Grade D =3E = =3E = =3E - Sales=3A How many times do your sales reps changes=3F While I was =3E working at one location our sales rep changed multiple times = =3E during a six =3E month period=2E I understand people leave or get promoted=2C but don= =27t =3E they transfer information to their successor=3F Why is it a = =3E blank slate =3E every time=3F Recently I had an experience where I tried to = =3E get a quick =3E pricing quote from our rep and then she went to a business = =3E meeting for a =3E week without getting back to me=2E I had to work with two = =3E other Reps in =3E order to finally get something=2E If this was the only problem = =3E I could =3E live with it=2E but combine that with everything else it is = =3E frustrating=2E Grade C- =3E - Licensing=3A How many times have you come into a site and = =3E looked at =3E their licensing and wondered what do they really have=3F I had = =3E a very =3E recent experience with this=2E We all know Remedy licensing = =3E can be =3E confusing and that their process needs to be updated=2E = =3E Honestly=2C how =3E difficult should it be to be able to tell a development = =3E license from a =3E production license from a hot backup license=3F Also=2C = =3E shouldn=27t it be =3E fairly easy to pull up all the licenses purchased by a = =3E company even if they =3E have multiple support contract IDs=3F These issues aside=2C and = =3E here is =3E the whammy=2C when undergoing a reorganization=2C why would you = =3E fire the only =3E two people that you had within the organization that really = =3E knew how to =3E perform licensing audits=3F I=27ve been working with their = =3E licensing team =3E for over two months now to complete an audit that I = =3E requested=2E My =3E main contact has tried her best to assist me only to be = =3E frustrated by her =3E upper management=2E I even discussed the issue with one of her = =3E managers and I got the feeling that they didn=27t understand the = =3E pain that they were =3E causing=2E All I receive from him was that they were looking = =3E into the =3E problem and would fix it as soon as they could=2E The only = =3E reason I =3E don=27t give a failing grade was the one person who tried her = =3E best to assist =3E me on this issue=2E Grade D =3E = =3E = =3E = =3E I don=27t want to sound all negative about BMC and Remedy=2E I = =3E personally love =3E the Remedy development platform and I=27ve worked with it for over = =3E seven years =3E now=2E It is my bread and butter=2E What I=27m disappointed in is = =3E BMC=27s apparent =3E lack of organization in dealing with changes and their apparent = =3E attempts to =3E de-emphasize support=2E I hope someone from BMC reads this post = =3E and it makes =3E them think about what they are doing to their company=2E = =3E Historically one of =3E Remedy=27s greatest strengths has been its developers who are on = =3E the front =3E lines telling everyone what a great product Remedy is and what = =3E it can do for =3E their company=2E While it is still possible to tell customers = =3E that Remedy is =3E a great product I find myself more and more reluctant to tell = =3E them that they =3E can expect first class support once they have it=2E =3E = =3E = =3E = =3E Regards=2C =3E = =3E = =3E = =3E Shawn Rosenberry =3E = =3E RSP and former RAC =3E = =3E =5F=5F=5F=5F=5F=5F=5F=5F=5F=5F=5F=5F=5F=5F=5F=5F=5F=5F=5F=5F=5F=5F=5F= =5F=5F=5F=5F=5F=5F=5F=5F=5F=5F=5F=5F=5F=5F=5F=5F=5F=5F=5F=5F=5F=5F=5F=5F = =5F=5F=5F=5F=5F=5F=5F=5F=5F=5F=5F=5F=5F=5F=5F=5F=5F=5F=5F=5F=5F=5F=5F=5F = =5F=5F=5F=5F=5F=5F=5F=5F =3E UNSUBSCRIBE or access ARSlist Archives at www=2Earslist=2Eorg = =3E ARSlist=3A=22Where the Answers Are=22 =3E ________________________________________________________________________ _______ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are" --Boundary_(ID_udDhkJcU6sa/LFilQ+0xmw) Content-type: text/html; charset=windows-1252 Content-transfer-encoding: quoted-printable Content-disposition: inline ** =3CDIV=3EHi Shawn=2C Hi Listers=2C=3C/DIV=3E =3CDIV=3E=26nbsp=3B=3C/DIV=3E =3CDIV=3E=26nbsp=3B=26nbsp=3B=26nbsp=3B=26nbsp=3B=26nbsp=3B=26nbsp=3B=26 = nbsp=3B I hadn=27t needed to call for several months=2C and now recently= I had to initiate 3 separate issues=2E While I did not on recent occasi= on=26nbsp=3Bget foreign service desk=2C I have in the past and it was ni= ghtmarish=2E I couldn=27t understand them=2C and they could not understa= nd me=2E While I am the first to admit having a speech impediment (I lea= rned to speak while growing up in Brooklyn)=2C It was far beyond any iss= ues of accents=2E They also had no grasp of the =22Remedy=22 nomenclatur= e=2E=3C/DIV=3E =3CDIV=3E=26nbsp=3B=26nbsp=3B=26nbsp=3B=26nbsp=3B=26nbsp=3B=26nbsp=3B Mo= st recently however=2C I have gone through some frustration dealing with= the service desk down in Texas=2E I had spoken to a young man who was b= oth rude and dense=2E The denseness seemed rather purposeful=2E I have a= lso spoken to some who were most pleasant and courteous=2E Either way wh= en I explained there was a great need for a speedy resolution=2C and it = was made a =22Low - Medium=22 priority=2E In the end I was helped by Car= men and Gary=2E They did a great job as usual=2E Getting to someone howe= ver is hit of miss=2E Sometimes you get the guy on the phone who refuses= to pass it on to the next tier=2E If they are going to learn and experi= ment on my time=2C don=27t I deserve some kind of rebate on my support f= ees=3F=3C/DIV=3E =3CDIV=3E=26nbsp=3B=3C/DIV=3E =3CDIV=3ETheir support groups in Pleasanton and Atlanta are top notch=2E= We shouldn=27t have to go through hell to get to them though=2E=3C/DIV=3E= =3CDIV=3E=26nbsp=3B=3C/DIV=3E =3CDIV=3EBest Regards=2C=3C/DIV=3E =3CDIV=3ETom Altamore=3CBR=3E=3CBR=3E----- Original Message -----=3CBR=3E= From=3A Shawn=26nbsp=3BRosenberry=26nbsp=3B=3CSMROSENBERRY=40GMAIL=2ECOM= =3E=3CBR=3EDate=3A Tuesday=2C June 12=2C 2007 2=3A12 pm=3CBR=3ESubject=3A= OT=3A BMC=26nbsp=3BRant=3CBR=3ETo=3A arslist=40ARSLIST=2EORG=3CBR=3E=3C= BR=3E=26gt=3B Does anyone else get the feeling that upper management at = BMC=26nbsp=3B=3CBR=3E=26gt=3B doesn=27t know=3CBR=3E=26gt=3B what they a= re doing=3F Recent experiences I=27ve had with the =3CBR=3E=26gt=3B orga= nization have=3CBR=3E=26gt=3B not been good and it seems to be a continu= ing pattern=2E I don=27t =3CBR=3E=26gt=3B want to=3CBR=3E=26gt=3B discre= dit some of the good individuals that I=27ve had the =3CBR=3E=26gt=3B pr= ivilege of=3CBR=3E=26gt=3B working with=3B however as an organization I=27= ve been disappointed with=3CBR=3E=26gt=3B BMC=2E Cases=3CBR=3E=26gt=3B i= n point=3A=3CBR=3E=26gt=3B =3CBR=3E=26gt=3B =3CBR=3E=26gt=3B =3CBR=3E=26= gt=3B - Remedy Support Page Makeover=3A What a disaster=2E I can=27t bel= ieve=3CBR=3E=26gt=3B all of the problems they experienced during the swi= tch=2E I =3CBR=3E=26gt=3B personally couldn=27t access support via the w= eb for several =3CBR=3E=26gt=3B days and they lost several=3CBR=3E=26gt=3B= of my open tickets in the process=2E I expect more from a major=3CBR=3E= =26gt=3B corporation with business tools that specialize in ITIL=26nbsp=3B= base =3CBR=3E=26gt=3B ITSM=2E Grade=3CBR=3E=26gt=3B F=3CBR=3E=26gt=3B - = Support=3A Dealing with Remedy support used to be a pleasant=3CBR=3E=26g= t=3B experience=2E I can=27t say that anymore=2E There are so many =3CBR= =3E=26gt=3B area of=3CBR=3E=26gt=3B concerns that I will break it down=3A= =2E=3CBR=3E=26gt=3B 1=2E Foreign Support =96 It doesn=27t help when you = can=27t understand=3CBR=3E=26gt=3B the person on the other end of the li= ne=2E Even more frustrating=2C=3CBR=3E=26gt=3B is having to restate to t= hem over and over the problem =3CBR=3E=26gt=3B that I am=3CBR=3E=26gt=3B= experiencing because they can=27t understand me=2E I have had =3CBR=3E=26= gt=3B 1 or=3CBR=3E=26gt=3B 2 good experiences here but that is about all= =2E Grade D=3CBR=3E=26gt=3B 2=2E Availability =96 Several times I have a= ttempted to call Remedy=3CBR=3E=26gt=3B and received a message on the vo= icemail that the team was=3CBR=3E=26gt=3B unavailable due to=3CBR=3E=26g= t=3B a business meeting=2E Who in their right mind would take an=3CBR=3E= =26gt=3B entire team offline for an entire day for a meeting=3F No one=3C= BR=3E=26gt=3B else I have ever dealt with other than BMC=2E Split your m= eeting=3CBR=3E=26gt=3B into two sections so that you always have someone= on the =3CBR=3E=26gt=3B phones to handle=3CBR=3E=26gt=3B issues=2E This= should never happen=2C let alone three times =3CBR=3E=26gt=3B in two=3C= BR=3E=26gt=3B years=2E Grade C=3CBR=3E=26gt=3B 3=2E Responsiveness =96 S= upport used to be very good at =3CBR=3E=26gt=3B getting back=3CBR=3E=26g= t=3B to you and keeping you up to date on what is happening =3CBR=3E=26g= t=3B with your=3CBR=3E=26gt=3B tickets=2E=3CBR=3E=26gt=3B This is no lon= ger the case=2E More often than not I am calling=3CBR=3E=26gt=3B them to= get an update on a ticket=2C usually finding out =3CBR=3E=26gt=3B that = little or no=3CBR=3E=26gt=3B progress has been made=2E More often than n= ot I wind up resolving=3CBR=3E=26gt=3B the issue on my own even when deb= ugging their out of the box=3CBR=3E=26gt=3B applications=2E=3CBR=3E=26gt= =3B Grade D=3CBR=3E=26gt=3B =3CBR=3E=26gt=3B =3CBR=3E=26gt=3B - Sales=3A= How many times do your sales reps changes=3F While I was=3CBR=3E=26gt=3B= working at one location our sales rep changed multiple times =3CBR=3E=26= gt=3B during a six=3CBR=3E=26gt=3B month period=2E I understand people l= eave or get promoted=2C but don=27t=3CBR=3E=26gt=3B they transfer inform= ation to their successor=3F Why is it a =3CBR=3E=26gt=3B blank slate=3CB= R=3E=26gt=3B every time=3F Recently I had an experience where I tried to= =3CBR=3E=26gt=3B get a quick=3CBR=3E=26gt=3B pricing quote from our rep= and then she went to a business =3CBR=3E=26gt=3B meeting for a=3CBR=3E=26= gt=3B week without getting back to me=2E I had to work with two =3CBR=3E= =26gt=3B other Reps in=3CBR=3E=26gt=3B order to finally get something=2E= If this was the only problem =3CBR=3E=26gt=3B I could=3CBR=3E=26gt=3B l= ive with it=2E but combine that with everything else it is =3CBR=3E=26gt= =3B frustrating=2E Grade C-=3CBR=3E=26gt=3B - Licensing=3A How many time= s have you come into a site and =3CBR=3E=26gt=3B looked at=3CBR=3E=26gt=3B= their licensing and wondered what do they really have=3F I had =3CBR=3E= =26gt=3B a very=3CBR=3E=26gt=3B recent experience with this=2E We all kn= ow Remedy licensing =3CBR=3E=26gt=3B can be=3CBR=3E=26gt=3B confusing an= d that their process needs to be updated=2E =3CBR=3E=26gt=3B Honestly=2C= how=3CBR=3E=26gt=3B difficult should it be to be able to tell a develop= ment =3CBR=3E=26gt=3B license from a=3CBR=3E=26gt=3B production license = from a hot backup license=3F Also=2C =3CBR=3E=26gt=3B shouldn=27t it be=3C= BR=3E=26gt=3B fairly easy to pull up all the licenses purchased by a =3C= BR=3E=26gt=3B company even if they=3CBR=3E=26gt=3B have multiple support= contract IDs=3F These issues aside=2C and =3CBR=3E=26gt=3B here is=3CBR= =3E=26gt=3B the whammy=2C when undergoing a reorganization=2C why would = you =3CBR=3E=26gt=3B fire the only=3CBR=3E=26gt=3B two people that you h= ad within the organization that really =3CBR=3E=26gt=3B knew how to=3CBR= =3E=26gt=3B perform licensing audits=3F I=27ve been working with their =3C= BR=3E=26gt=3B licensing team=3CBR=3E=26gt=3B for over two months now to = complete an audit that I =3CBR=3E=26gt=3B requested=2E My=3CBR=3E=26gt=3B= main contact has tried her best to assist me only to be =3CBR=3E=26gt=3B= frustrated by her=3CBR=3E=26gt=3B upper management=2E I even discussed = the issue with one of her =3CBR=3E=26gt=3B managers and I got the feelin= g that they didn=27t understand the =3CBR=3E=26gt=3B pain that they were= =3CBR=3E=26gt=3B causing=2E All I receive from him was that they were lo= oking =3CBR=3E=26gt=3B into the=3CBR=3E=26gt=3B problem and would fix it= as soon as they could=2E The only =3CBR=3E=26gt=3B reason I=3CBR=3E=26g= t=3B don=27t give a failing grade was the one person who tried her =3CBR= =3E=26gt=3B best to assist=3CBR=3E=26gt=3B me on this issue=2E Grade D=3C= BR=3E=26gt=3B =3CBR=3E=26gt=3B =3CBR=3E=26gt=3B =3CBR=3E=26gt=3B I don=27= t want to sound all negative about BMC and Remedy=2E I =3CBR=3E=26gt=3B = personally love=3CBR=3E=26gt=3B the Remedy development platform and I=27= ve worked with it for over =3CBR=3E=26gt=3B seven years=3CBR=3E=26gt=3B = now=2E It is my bread and butter=2E What I=27m disappointed in is =3CBR=3E= =26gt=3B BMC=27s apparent=3CBR=3E=26gt=3B lack of organization in dealin= g with changes and their apparent =3CBR=3E=26gt=3B attempts to=3CBR=3E=26= gt=3B de-emphasize support=2E I hope someone from BMC reads this post =3C= BR=3E=26gt=3B and it makes=3CBR=3E=26gt=3B them think about what they ar= e doing to their company=2E =3CBR=3E=26gt=3B Historically one of=3CBR=3E= =26gt=3B Remedy=27s greatest strengths has been its developers who are o= n =3CBR=3E=26gt=3B the front=3CBR=3E=26gt=3B lines telling everyone what= a great product Remedy is and what =3CBR=3E=26gt=3B it can do for=3CBR=3E= =26gt=3B their company=2E While it is still possible to tell customers =3C= BR=3E=26gt=3B that Remedy is=3CBR=3E=26gt=3B a great product I find myse= lf more and more reluctant to tell =3CBR=3E=26gt=3B them that they=3CBR=3E= =26gt=3B can expect first class support once they have it=2E=3CBR=3E=26g= t=3B =3CBR=3E=26gt=3B =3CBR=3E=26gt=3B =3CBR=3E=26gt=3B Regards=2C=3CBR=3E= =26gt=3B =3CBR=3E=26gt=3B =3CBR=3E=26gt=3B =3CBR=3E=26gt=3B Shawn Rosenb= erry=3CBR=3E=26gt=3B =3CBR=3E=26gt=3B RSP and former RAC=3CBR=3E=26gt=3B= =3CBR=3E=26gt=3B =5F=5F=5F=5F=5F=5F=5F=5F=5F=5F=5F=5F=5F=5F=5F=5F=5F=5F= =5F=5F=5F=5F=5F=5F=5F=5F=5F=5F=5F=5F=5F=5F=5F=5F=5F=5F=5F=5F=5F=5F=5F=5F = =5F=5F=5F=5F=5F=5F=5F=5F=5F=5F=5F=5F=5F=5F=5F=5F=5F=5F=5F=5F=5F=5F=5F=5F = =5F=5F=5F=5F=5F=5F=5F=5F=5F=5F=5F=5F=5F=3CBR=3E=26gt=3B UNSUBSCRIBE or a= ccess ARSlist Archives at www=2Earslist=2Eorg =3CBR=3E=26gt=3B ARSlist=3A= =22Where the Answers Are=22=3CBR=3E=26gt=3B =3C/DIV=3E __20060125_______________________This posting was submitted with HTML in it___ --Boundary_(ID_udDhkJcU6sa/LFilQ+0xmw)-- _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
