HI Shawn, Earlier this year we had a similar experience. I had sent some emails to our account manager but the emails did not bounce back and there was no reply. I was starting to get frustrated with the lack of a response when one of the BMC partners came knocking on the door (coincidence, I don't know?). I found out from the partner that our AM was no longer with BMC.
It was kind of disappoint to find out from a 3rd party. On the other hand over the years I have experienced pretty frequent turn over of AMs. While it would be nice to be notified each time, I wonder if BMC doesn't want to public say "yeah your AM changed again" to a group of customers. What is the best solution? Thinking about it, it would be nice to see from their support page who is tied to a support contract (if that is how it works). That way you can look it up if you are not notified of a change. I may have to submit an RFC for that one. Jason On Tue, Aug 4, 2009 at 8:06 AM, Pierson, Shawn <[email protected]>wrote: > ** Good morning, > > After a few weeks of struggling to get in contact with someone (I escalated > this to upper I.T. management to see if they would fare any better) today we > discovered that our BMC sales rep is no longer with the company. Nobody > notified us, his emails just bounced back, his phone numbers gave errors, > and there was no indication that we no longer had a sales rep. > > Is this a common occurrence with BMC now? Based on the difficulties we’ve > had dealing with BMC both from the training side, the support side and now > from the sales side, I’m wondering what the future is of the company. I > haven’t heard any rumors of either BMC being looked at for a purchase by a > larger company or of BMC looking to sell off Remedy, but they don’t seem to > be acting like a company that seeks to grow their software sales or maintain > existing customers. > > Is my company the only one having these types of issues or is this a > widespread problem? > > Oh, and a P.S. – Despite these problems, some vendors are even worse. > There is another application I support where the tickets are closed out > without the vendor ever even responding to me, and where it appears they > lost any record of us paying them for support. I know there is much worse > than what BMC is doing right now, but the Remedy suite is my bread and > butter and I want to see it grow rather than decline due to bad corporate > decisions. > > Thanks, > > *Shawn Pierson * > Remedy Developer | Southern Union > > > > Private and confidential as detailed > here<http://www.sug.com/disclaimers/default.htm#Mail>. > If you cannot access hyperlink, please e-mail sender. > _Platinum Sponsor: [email protected] ARSlist: "Where the Answers > Are"_ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:[email protected] ARSlist: "Where the Answers Are"
