I have a new strategy that I think I'm going to try with BMC Support. If it is
someone that appears to be a dead-end, I will ask them to set up a webex
session and do whatever they need via desktop sharing. I have two PCs at my
desk, so I can have one in use by BMC while I do my work on the other.
-----Original Message-----
From: Action Request System discussion list(ARSList) [mailto:[EMAIL
PROTECTED] On Behalf Of Anthony K R
Sent: Tuesday, September 18, 2007 7:53 AM
To: [email protected]
Subject: Re: BMC Support
**
Problem with Indian accent/support? - That's just one concern; Most of
our issues goes to L3 support, which I think the responsibility of the
development team outside India. I do not think the core development is being
done in Indian office, so right information may not be there!.
Just nice English? - Big problem; Naïve & misguiding instructions,
repeated log file upload, long wait for months!!
Looks like bmc itself wants to do the work which we are doing.
Regards,
Anthony
From: Action Request System discussion list(ARSList) [mailto:[EMAIL
PROTECTED] On Behalf Of Rick Cook
Sent: Saturday, September 15, 2007 8:51 PM
To: [email protected]
Subject: Re: BMC Support
**
Sounds like you and I are attempting to work with the same tech. I
couldn't even get him to READ the original results file I sent him that showed
that some permissions weren't being migrated. Instead, he asked me to delete
my cached files - during the week I was doing migrations to other servers.
Like I had an extra 2 hours per server to rebuild them.
I almost look forward to issues with ITSM, because, despite the flaws
in the product, the support experts are long-time Remedy support people like
Steve Seitz and Jesse Richardson, who speak perfect English and are available
during OUR working hours. They understand the product, the problem, and how to
resolve it quickly, AND they respect the fact that I'm not a newbie who needs
to have his time wasted being told how to log in - we can cut right to the
chase. Pity that BMC doesn't seem to see the same value in that combination of
skills that their customers do.
Rick
________________________________
From: Action Request System discussion list(ARSList) [mailto:[EMAIL
PROTECTED] On Behalf Of Veronica Soriano
Sent: Friday, September 14, 2007 7:57 PM
To: [email protected]
Subject: Re: BMC Support
** My experience recently with Support of Migrator is going in the same
direction as Warrens. I've answered the same questions over and over again.
I've been sent in directions to resolve the issue with solutions for a version
of AR Server that is not installed and won't be installed. The issue is being
handled in India and I only have access to the tech at around 7 and 9am. I
called tech support asking to speak with someone else and they said the next
available rep would call me back... I get a call from the tech support person
that has been working my problem all along the next day. Again, he asked the
same questions and then emailed for me to send the same information I have sent
over and over.
So in response that this 'wasn't true'... my experience proves it is.
Veronica Soriano [EMAIL PROTECTED]
________________________________
Date: Fri, 14 Sep 2007 16:53:41 -0400
From: [EMAIL PROTECTED]
Subject: Re: BMC Support
To: [email protected]
**
I have been in touch with an individual (not Doug) at BMC/Remedy
concerning this thread. He called me two or three months ago concerning issues
I was seeing in general. I sent him an email about the statement that was in
Warren's email. I immediately got a call. I think my finger had barely come
of the mouse button. He said that it wasn't true. BMC/Remedy support is
making changes to address many of these concerns. I forwarded Warren's email
to him along with the slew that came in over the last few minutes. I also
suggested that BMC/Remedy make some kind of statement concerning support,
escalation processes, etc to help us understand our rights.
Dave
________________________________
From: Action Request System discussion list(ARSList) [mailto:[EMAIL
PROTECTED] On Behalf Of [EMAIL PROTECTED]
Sent: Friday, September 14, 2007 4:42 PM
To: [email protected]
Subject: Re: BMC Support
**
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:
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