I, too, am feeling your pain. I have opened two issues in the past 2 weeks where the initial responses were beyond silly, they showed a lack of an attempt to even read what I had submitted. I am quite accustomed to listening to the cadence and accent of Indian people speaking English, but still could not understand them well enough over the phone to decipher what they were trying to tell me. Email was somewhat better, but SLAs are being violated all over the place and the responses I get are so unhelpful as to be insulting (like telling me how to log in when reporting that the UT is crashing). Neither of those issues has even had a substantive response back to me. I doubt that escalating would do anything but trade one headache for another. BMC seems to be trying to save money by replacing the people who know the product with people they can train on the cheap. A classic example of penny wise and pound foolish, IMO. Houston, you ARE the problem... Rick _____
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Smith, Ron Sent: Friday, September 14, 2007 12:24 PM To: [email protected] Subject: Re: BMC Support ** Warren, I feel your pain. I had an issue with setting up the Email Engine for Incoming emails. It would just stop for no apparent reason. I was using the MAPI protocol and Outlook 2000 as the mail client on the server. I was told that all of the engineers for Email Engine were in India. When it was email communication, it was in broken English. I escalated this through my account rep to get someone to talk with on the phone. Not much better with the accent, plus they only wanted to work with me at 7AM Pacific time. That is the time I get to work, and like most people, you have some things to get through just to start your day. I sent log file after log file. Still no answer to my problem. I suspected that I needed to upgrade the email client to Outlook 2003, but no one could ever give me a confirmation. The interaction went on for about 3 months. I kept firing off escalation emails to my account rep, and she kept escalating on their end. Needless to say, on recommendation from my Email Administrator, I upgraded to Outlook 2003 and the problem magically went away. Imagine that, solved my own problem after 3 months of misery with support. So I am just a little unhappy with the current state of support. Also, has anyone else noticed that if you call the support line, you do not get the option to go to the area you are having a problem with, but you get a dispatch tech that takes the information and sends it on to Tier 1 support. Then the first response is an email. A problem that can be resolved in about 20 - 30 minutes now takes going on 4 days with only email exchanges. For what we pay, I don't feel very supported. Maybe they are listening. Ron Smith Remedy/Web Developer Providence Health System OR [EMAIL PROTECTED] 503-216-7866 _____ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Warren Baltimore Sent: Friday, September 14, 2007 12:11 PM To: [email protected] Subject: BMC Support ** Question to my fellow "Fasttrack" support people. How would you rate the current service that you are getting from BMC? Has anybody had trouble getting to a US technician when you have a problem understanding the overseas tech? -- Warren R. Baltimore II Remedy Developer UW Medicine IT Services School of Medicine University of Washington Box 358220 1325 Fourth Ave, Suite 2000 Seattle, WA 98101 The opinions expressed in this e-mail are in no way those of the University of Washington, or the State of Washington. They are my own. __20060125_______________________This posting was submitted with HTML in it___ DISCLAIMER: This message is intended for the sole use of the addressee, and may contain information that is privileged, confidential and exempt from disclosure under applicable law. If you are not the addressee you are hereby notified that you may not use, copy, disclose, or distribute to anyone the message or any information contained in the message. If you have received this message in error, please immediately advise the sender by reply email and delete this message. __20060125_______________________This posting was submitted with HTML in it___ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
