What?? BMC Offers Support...
We're on Fasttrack support and have suffered through the same issues. Most
of my issues end up in the circle talk issue management flow.
My best incident was with a server down issue (high priority). BMC's support
agreement states that a server down issue WILL ALWAYS get a telephone contact
first. I suffered through a half day of down time, working on the problem and
eventually solving it on my own. When I finally had time to check my email
after the probelm was solved, there was the contact from the service rep sent 2
hours prior. I complained, but it doesn't seem to have helped anything.
<sarcasim>
In my view this was totally unacceptable, but then again I'm only a customer
paying for Fasttrack Support and probably not on a priority list or anything.
</sarcasim>
Enjoy your Weekend,
Dave
Warren Baltimore <[EMAIL PROTECTED]> wrote:
** Ron,
That sounds eerily familar!
I know that I'll be bringing this up at UserWorld. I hope others do as
well....
BMC is doing a pretty good job of draining Remedy dry....
Really building up the good will guys! Way to go!
Warren
On 9/14/07, Smith, Ron <[EMAIL PROTECTED]> wrote: ** 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.
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--
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___
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