Actually Susan, if you stop using their products all together you can once again participate in the capitalist system. BTW... what are BMC's consequences for failing to meet the service levels of our support contracts?
Best Regards, Tom ----- Original Message ----- From: Susan Palmer Date: Friday, September 14, 2007 8:09 pm Subject: Re: BMC Support To: [email protected] > And Tom ... when you make the point that they are pushing > customers to find > a partner for support ... you have to remember the partner has > to HAVE BMC > PERMISSION to do their job for them. You cannot just change who > you get > support from without BMC PERMISSION. I find it totally against all > capitalism principles that you have to have BMC PERMISSION to > buy support > from the company that best suits your needs. Especially since > the company > is one of their partners! I always thought you have the > opportunity to buy > the product/service that will work best for you. I didn't think > that we > were doing business with a dictatorship. And if BMC is worried > they will > loose too much support service maybe that is an alternative > direction they > should consider seriously. If you don't really want to do the > job then let > your partners do it and you concentrate on good development and > productrelease processes. > > Please I want my email engine to just keep running and not > stopping for no > reason. Could you work on that? And that is just one simple > request, not > earth shattering. > > Susan > > > On 9/14/07, [EMAIL PROTECTED] wrote: > > > > ** Hi Warren, > > > > The Fast Track support is now an utter farce. We used to have > > Remedy's Express Support where we were contacted in 4 hours or > less, usually > > far less. Now there are different tears of Fast-Track I am not > sure but I > > think its like this... Low priority tear... whenever or 12 > hours whichever > > comes last. Then the Medium tears > > 8 - 12 hours, then the High tears... 4-8 hours, and finally > critical> tears 4 hours or less. > > All of which has us shedding tears for the former service > excellence we > > once experienced. > > When we looked at ITSM7 and ESS the point our BMC rep pushed > was that we > > could count on their support. That may have been true in the > past but > > now.... well when we had some troubles recently and could no > longer wait on > > our fast-track support Bouyant's people stepped up to the > plate as a > > courtesy. Good thing they couldn't be relied on like BMC to > make us wait for > > an email. > > They just conference called and got to the root of the matter. > Gidd you're > > a model of inefficiency lol. Lately under Jorge Batista they > are making an > > effort, but the blame I believe falls higher up for this new > Fast Track > > policy. Its awful business and awfully bad for the customer. > Its not pushing > > customers to find a channel partner for support, but rather a new > > application entirely. They need wise up soon. > > > > Best Regards, > > Tom Altamore > > > > ----- Original Message ----- > > From: Warren Baltimore > > Date: Friday, September 14, 2007 3:10 pm > > Subject: Re: BMC Support > > To: [email protected] > > > > > 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 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. > > > > > > > > __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___ > > > > > > > > > > > > > > > > -- > > > 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 > > > Universityof Washington, or the State of Washington. They are > > > my own. > > > > > > > > > _______________________________________________________________________________> > > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > > > ARSlist:"Where the Answers Are" > > > > > __20060125_______________________This posting was submitted > with HTML in > > it___ > > > > _______________________________________________________________________________ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > ARSlist:"Where the Answers Are" > _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
