Good going Warren, you're going to get this poor guy canned... Kidding! Sent from my iPhone
On Jun 6, 2012, at 7:52 AM, "Warren R. Baltimore II" <[email protected]> wrote: > ** > Jay, > > First, thank you for your reply. > > I'm concerned that you are focusing on this one incident. What I experienced > yesterday has become indicative of support from BMC. 1st Level support is > often times an exercise in futility. If you have been following this thread > (as I am sure you have), then you will see that there have been many comments > that reflect a general feeling of disappointment with the overall support > experience. The problem is not the individual that I first dealt with. As I > said, I have no doubt that he is a hardworking person. The problem is one of > process. The very tool that many of the BMC applications is built around is > not used in an effective manner by 1st level support. The SLA is designed > with one thing in mind, speedy responses. The problem with that is they > don't have to be effective responses. I personally would prefer to wait > longer if I knew the first response I got back was one that indicated an > understanding of my issue and environment (all information I try to supply). > > I do not want this to be about the tech in question. It is my belief that he > did his job within the process that he and his co-workers have been following > for some time. And there in lies the problem. > I would like to point out on the positive side that I included his manager on > my initial response and did receive a VERY quick response. He moved me on to > a Senior Engineer, and I am hopeful that we will be able to resolve the issue. > > Again, thanks for the reply. I hope that this discussion leads to > improvements within the support structure. > > Sincerely, > > -- > 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"
