I shook my head when I heard that, too. Are people really paying attention?
Rick On Jun 5, 2012 9:07 AM, "Warren R. Baltimore II" <[email protected]> wrote: > ** > How drunk were they when the voted "Best Support" to BMC? > > Or is it that our expectations are just so low? > > On Tue, Jun 5, 2012 at 9:05 AM, John Sundberg < > [email protected]> wrote: > >> ** Or…. >> >> They had a nice little form pre-installe into ARS that you opened to fill >> out a support ticket… >> >> It asks a few questions -- and then generates all the answers in a format >> that can be sucked into a program on the other side. (you could copy/pasted >> it into the support web site -- or auto push - if you allowed such a thing) >> >> That way - they get all the info they want... >> >> Such an easy problem to solve… Must not be much interest (or vision???) >> to improve support. >> >> BTW -- don't forget BMC did win an award for Best Support at WWRUG last >> year. >> >> >> >> -John >> >> >> >> On Tue, Jun 5, 2012 at 8:00 AM, Tommy Morris <[email protected] >> > wrote: >> >>> ** >>> >>> Wouldn’t it be nice if BMC had all of their client’s information on file >>> so you wouldn’t have to list version, OS, etc? Maybe they could have a web >>> portal where clients could log in and update their environment? Possibly >>> the system could have a couple of different environment options such as >>> Dev, QA, Prod and then a client created a support ticket they could select >>> the environment that the issue is being reported upon? Oh! I know! Maybe, >>> just maybe the data could be stored in some sort of configuration >>> management something or other so that the data could be managed easily. >>> Hmmmm…. I wonder if BMC could find a useful tool that could handle that. >>> **** >>> >>> ** ** >>> >>> *From:* Action Request System discussion list(ARSList) [mailto: >>> [email protected]] *On Behalf Of *Warren R. Baltimore II >>> *Sent:* Tuesday, June 05, 2012 7:43 AM >>> *To:* [email protected] >>> *Subject:* Support - An open letter to BMC**** >>> >>> ** ** >>> >>> ** **** >>> >>> Once again, I have submitted a ticket that has an abundance of >>> information regarding my problem.**** >>> >>> **** >>> >>> It lists the ARS version and patch**** >>> >>> It lists the Server type and OS**** >>> >>> It lists the Db and version**** >>> >>> It gives a succinct description of the issue**** >>> >>> **** >>> >>> I then received a response almost 45 minutes later (which I was quite >>> pleased with! Quick Turn around!)**** >>> >>> **** >>> >>> After reading the response, I was tempted to buy a ticket to wherever >>> the hell support was and deliver my feelings in person!**** >>> >>> **** >>> >>> Response follows:**** >>> >>> **** >>> >>> *Hi Warren,** >>> >>> Thank you for contacting BMC Remedy Support. >>> >>> Our goal at BMC is to provide you with an excellent customer service >>> experience. If for any reason you feel this issue is not progressing >>> properly, please discuss it with me or feel free to contact our Support >>> Manager ************* at ************ <************@bmc.com>@bmc.com >>> >>> I am ********** and I shall be assisting you with this issue. >>> >>> This mail is regarding Issue "ISS03967224"with issue summary as: "I am >>> unable to search for a join of 3 forms utilizing the Request ID field." >>> >>> --------------------------------------------------------- >>> Thanks for the initial information. >>> >>> I tried to call you unfortunately reached VM. >>> >>> In order to fully understand the affected environment and narrow down >>> the possibilities, please address the following for me: >>> >>> 1) What is the AR Server version & Patch level? >>> 2) What is the OS and version that the Remedy environment is installed >>> on? >>> 3) What database and version does the AR Server use? Is it local or >>> remote to the AR Server installation? >>> 4) Have you upgraded your environment? If yes then from which version >>> please specify? >>> 5) Have you done any customization? Please explain? >>> 6) When you are getting the error? >>> 7) What is the exact error message you are getting >>> --------------------------------------------------------- >>> Please send me the information at your earliest, it will help me to >>> investigate issue further. >>> >>> Kindly let me know if you have any concerns on this issue. >>> >>> * >>> My response was blunt:**** >>> >>> **** >>> >>> *With the exception of question 5, I answered EVERY question in the >>> ticket. ** >>> >>> Question 5: we have not upgraded. >>> >>> As to customization, lightly. You will notice that this is a join I >>> built!***** >>> >>> ___________________________________________**** >>> >>> **** >>> >>> This has been indicative of support for about the last 6 or so years >>> (whenever it was off shored). Support techs seem to read from a script. >>> Based on what I was seeing, I suspect that this particular tech was reading >>> only the description in a notification and not from the actual support >>> request.**** >>> >>> **** >>> >>> I don't think I blame the techs. I suspect that they are all hard >>> working people who get lousy pay and little training.**** >>> >>> **** >>> >>> I remember sitting in a hall some years back (San Jose perhaps) and >>> being told by BMC how it was going to be so wonderful when they offshore >>> support. All of the domestic support people would be moved to different >>> parts of the structure to utilize that wonderful institutional knowledge >>> they had, and the new support staff would be given all the training and >>> support they needed to maintain a high level of support....**** >>> >>> **** >>> >>> It hasn't worked out that way. 2 years after BMC pulled the trigger, >>> support was so bad that I ended up in an hour long phone conversation with >>> the individual who was tasked with managing that operation (I wish I could >>> remember his name). I expressed my concerns and found that for the most >>> part, he agreed with my assessment! The term he used at the time to >>> describe where BMC had found themselves was that the trigger had been >>> pulled, the deed was done and there was no going back! So here we are, >>> **** >>> >>> **** >>> >>> I am not saying that every time I have dealt with support that it is >>> always a disaster, it isn't. As with any organization, there are bright >>> spots. Every tech I deal with seems to have a genuine desire to help. But >>> the process does not work, and the knowledge isn't always what it should >>> be. And (perhaps the biggest sin in my mind), the tool that they should be >>> using isn't utilized! Why do we take the time to fill out all of the data >>> in the support request that they request if they are not even going to >>> bother reading it????**** >>> >>> **** >>> >>> What's the solution? I'm not sure. But the current system isn't >>> working.**** >>> >>> **** >>> >>> Warren R. Baltimore II**** >>> >>> Remedy Developer since ARS 3.2**** >>> >>> 410-533-5367**** >>> >>> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_ **** >>> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_ >>> >> >> >> >> -- >> >> *John Sundberg* >> Kinetic Data, Inc. >> "Your Business. Your Process." >> *WWRUG10 Best Customer Service/Support Award* >> *WWRUG09 Innovator of the Year Award* >> * >> * >> 651-556-0930 I [email protected] >> www.kineticdata.com I community.kineticdata.com >> >> >> >> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_ >> > > > > -- > Warren R. Baltimore II > Remedy Developer > 410-533-5367 > _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
