You are not wrong and I brought that up recently when I really needed to contact someone. It was like a wall at every turn. No alternate number to call. I finally started submitting updates on my ticket every 30 minutes pleading for help but no avail. I even offered to pay extra on my credit card. Even extra $$$ didn't help. When I called I received the wonderful voicemail saying, "Leave a message so we can really forget about calling you."
But as I'm told over and over again, the old days are gone. I remember calling Cecil Lawson at his home on a Sunday morning and help arrived within 20 minutes. It's always hard to give up what we are comfortable with. And remember, we did complain even then about support issues. I remember some pretty heated RUGS during the Meet the Executives sessions. Susan On 6/12/07, Grooms, Frederick W <[EMAIL PROTECTED]> wrote:
** I know someone will correct me if I am wrong here .... I seem to remember that on the old supportweb site I could get a list of my contacts including my sales person. I mean how hard is that (You are already logged in so they know the Support Contract). Fred ------------------------------ *From:* Action Request System discussion list(ARSList) [mailto: [EMAIL PROTECTED] *On Behalf Of *Shawn Rosenberry *Sent:* Tuesday, June 12, 2007 2:11 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 __20060125_______________________This posting was submitted with HTML in it___
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