I've received several surveys. (I admit I've only responded to some, though.)
David Durling University of Georgia > -----Original Message----- > From: Action Request System discussion list(ARSList) > [mailto:arslist@ARSLIST.ORG] On Behalf Of Goodall, Andrew C > Sent: Tuesday, June 05, 2012 11:22 AM > To: arslist@ARSLIST.ORG > Subject: Re: Support - An open letter to BMC - surveys? > > On a separate but related note... > > On the ending sign off of all bmc support emails I receive it states: > " Customer feedback is very important to BMC Support and you may receive > a survey request on this issue. I would appreciate your response to this > survey based on the handling of this specific incident as your feedback is > important to BMC Support and is used to assess my performance." > > But I have never received a survey, since the creation of my support id, BMC > have closed 257 issues from me. > Has anyone received one of these surveys? I was thinking that in the course > of opening 250+ issues you think I might have received 1 survey :) > > > > -----Original Message----- > From: Action Request System discussion list(ARSList) > [mailto:arslist@arslist.org] On Behalf Of pritch > Sent: Tuesday, June 05, 2012 10:10 AM > To: arslist@arslist.org > Subject: Re: Support - An open letter to BMC > > We're kind of tied into having to pay for support in order to be able to get > patches and upgrades. So they have us by the ..... There's absolutely no > incentive (negative or positive) to improving their support. > > ----- Original Message ----- > From: "Warren R. Baltimore II" <warrenbaltim...@gmail.com> > To: arslist@ARSLIST.ORG > Sent: Tuesday, June 5, 2012 11:02:11 AM > Subject: Re: Support - An open letter to BMC > > ** And there lies the problem. If we don't pay support, we lose so much. As > consumers of this product, we are between the proverbial Rock and a Hard > Spot! > > > On Tue, Jun 5, 2012 at 10:57 AM, John Sundberg < > john.sundb...@kineticdata.com > wrote: > > > ** Until it hurts the pocketbook - NOTHING WILL BE DONE!!!. > > > So - question is -- how do you make it hurt the pocketbook? > > > > > > > -John > > > > > > > > > > On Tue, Jun 5, 2012 at 8:49 AM, Pierson, Shawn < shawn.pier...@sug.com > > wrote: > > > ** > > > > Perhaps a good alternative would be if BMC somehow made a volunteer- > based support forum that could take the place of their offshore > support. They could somehow anonymize the contact data to where you > don’t actually know who the person you are dealing with is, and they could > use this new gamification trend to pay the volunteers based on what > happens. > > > > For example, pay a small fee to people who resolve a certain type of issue > quickly by leveraging the knowledge base. You get paid more if you solve an > issue that isn’t in the knowledge base and you submit a knowledge base > entry that is approved by a BMC technical rep of some sort. Identifying new > defects in the product (also requiring a technical approval) results in a > certain > amount of pay, while solving that defect with a working hotfix results in a > larger amount. There would also be customer support surveys like BMC used > to do, which would also be used as a factor in how much the individual makes > (which should also ensure the person working on the issue is timely and > courteous.) > > > > This would allow BMC to mostly get rid of Tier 1 for web-based non-critical > tickets, and it would get them access to better people who may otherwise > have day jobs that just want to solve issues for a bit of extra cash after > hours. > > > > Thanks, > > > > Shawn Pierson > > Remedy Developer | Energy Transfer > > > > > > From: Action Request System discussion list(ARSList) [mailto: > arslist@ARSLIST.ORG ] On Behalf Of Warren R. Baltimore II > Sent: Tuesday, June 05, 2012 7:43 AM > To: arslist@ARSLIST.ORG > 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 > > 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"_ > Private and confidential as detailed here . If you cannot access hyperlink, > please e-mail sender. > > _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 john.sundb...@kineticdata.com > > 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" > The information transmitted is intended only for the person or entity to > which it is addressed and may contain confidential and/or privileged > material. If the reader of this message is not the intended recipient, > you are hereby notified that your access is unauthorized, and any review, > dissemination, distribution or copying of this message including any > attachments is strictly prohibited. If you are not the intended > recipient, please contact the sender and delete the material from any > computer. > > > __________________________________________________________ > _____________________ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > attend wwrug12 www.wwrug12.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"
