They should have a cash back for every-time they do not respond within the agreed time frame or if their first initial response can be deemed void on the basis of its content, as in the case of Warrens complaint earlier on this thread.. That kind of response does not comply to what can be considered as a meaningful, valuable, sincere SLA. Its barely even qualifies as a sincere greeting.
Just a response to dirty the ticket, is not a response. It has to be meaningful.. I think they need to define what can be considered a valid response.. Joe From: Pierson, Shawn Sent: Tuesday, June 05, 2012 9:49 AM Newsgroups: public.remedy.arsystem.general To: arslist@ARSLIST.ORG Subject: Re: Support - An open letter to BMC ** 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 _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
