I thought a cage match would do the trick :-) I think that face to face conversations add a lot.
Even when Remedy support and quality were at their lowest (and I have heard arguments that that was still way above the bar at BMC up until now), and the VP of Worldwide Support was at the conference, metal detectors were not required. However, after listening in person, some attitudes changed and the results were win-win-win. Support and quality improved, they were perceived as improved, and everyone gained. For a few years .... Daniel -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Tommy Morris Sent: June 6, 2012 12:03 PM To: arslist@ARSLIST.ORG Subject: Re: Support - An open letter to BMC Daniel, are you going to have security check for pitchforks and torches? -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of arslist Sent: Wednesday, June 06, 2012 11:01 AM To: arslist@ARSLIST.ORG Subject: Re: Support - An open letter to BMC Hi Jay, Would you be willing to stop by the WWRUG12 in October so you can talk in person to the folks having problems with Support? Daniel -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Jay Shankar Sent: June 6, 2012 1:34 AM To: arslist@ARSLIST.ORG Subject: Re: Support - An open letter to BMC We understand your frustration and apologize for the poor customer experience regarding this issue. Our process is to validate with you the information in your customer profile and we did not do that in this case. We are working with our team to better utilize the information provided and ask only the necessary information to troubleshoot issues. We always want to hear how we can improve our support services, so please continue to fill out the surveys and provide feedback directly. Jay Shankar Vice President Customer Support - Americas BMC Software _______________________________________________________________________________ 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" _______________________________________________________________________________ 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"
