Thank you, Shawn, for an excellent explanation of the Indian method of customer service - which, according to a nice Indian co-worker who explained this to me once - is to obfuscate and annoy until people give up. That cultural difference is something that must be trained out of Indian technical support staff who support American customers, and is one of the challenges associated with outsourcing support to India. That retraining obviously hasn't happened yet with the current bunch. I have nothing against Indian people, I've worked with many of them and like them personally just fine. It's just that we aren't used to accepting (and I'm not suggesting that we should) what has been accepted there as the definition and goal of customer service. How we break through it with BMC is the $64 question. The clueless BMC people who deploy these practices are the real problem, not some shlep 10,000 miles away trying to feed his family. Good move on BMC's part replacing the Remedy people who knew how things worked, so that they could hire people without clue one. Rick _____
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Pierson, Shawn Sent: Friday, September 14, 2007 1:28 PM To: [email protected] Subject: Re: BMC Support ** Warren, I don't have a lot of trouble getting U.S. support people assigned to my tickets, but the problem I do have is that there are too few of them. Whenever I have ITSM errors it gets assigned to the same few people. I would not be surprised if there are only four people supporting ITSM 7 at this time. The folks I do get are good, but they are so overworked it takes a while to be able to sync up with them. When it comes to AR Server and Client problems, I often do get people with Indian accents that sometimes are good. Unfortunately, I think most of them work off of a script and are unable to deviate from that script, resulting in duplication of a lot of work and annoyances. The biggest problem with BMC support is that they have shifted from being an organization out there to help you to an organization designed to close tickets. In most cases it seems like the goal is to annoy you with tedious stuff and explaining your problem multiple times to different people in the hopes that you just give up. There is one guy I've had to deal with recently on a user tool problem that has asked for the same log files multiple times after I have sent them. It's not like the log files will provide different results from week to week if they don't do anything to fix the actual problem. Shawn Pierson -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Warren Baltimore Sent: Friday, September 14, 2007 2:11 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___ Private and confidential as detailed here <http://www.sug.com/disclaimers/default.htm#Mail> . If you cannot access hyperlink, please e-mail sender. __20060125_______________________This posting was submitted with HTML in it___ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
