Historically BMC Support presence at WWRUG (or previously RUG ), results in both understanding and change.
The ARSlist is read by BMC, as you can tell by their welcome interjections into discussions, Having them in person gives both them and us an opportunity to have more in depth discussions of specifics and for all to leave with a better understanding We then take what we learn at WWRUG and feed it back into the ARSlist and BMC feeds what they learnt back into BMC, And good things happen. The first voice of dissatisfaction on the ARSlist probably dates back to 1993 within months of it starting, and not everything results in immediate change, but we know they have listened, and quite often can see the results quickly(as we did back then). They know they have an active vocal user base that love the underlying technology(ARSystem) and that love to have things made better (especially support, quality control and the ITSM suite itself). They also know the competition lurk on this list, always have, and that they can see what we are saying BMC can do better. Bottom line is: It has been improving for almost 20 years, past performance is the best predictor of future performance. Yes, I know someone will bring up what was the best buggy whip factory or something more recent, but that is Friday territory. Daniel -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of [email protected] Sent: June 11, 2012 3:31 PM To: [email protected] Subject: [SPAM]Re: Support - An open letter to BMC It's nice that someone from BMC will be there, but then what? What commitment/assurance is there that anything will change for the better? Voices of dissatisfaction on ARLIST are hardly brand new.... -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Francois Seegers Sent: Monday, June 11, 2012 3:20 PM To: [email protected] Subject: [SPAM]Re: Support - An open letter to BMC Hi All; If I can bounce my 1 cent worth :-) I think we will all agree since the release of 7.6 to 7.6.4 SP3 there have been more issue than positive feedback to concentrate on resolving. I have been analyzing and trying to troubleshoot issues on these releases since its release together with BMC and just as you think the issue is resolve after applying a hotfix then something else occur...and so it continues... I would say that if BMC and us do not test version 8 properly then we will have further customer dissatisfaction and they will lose further interest/buy in or trust in the product. The question I would say is "How can we turn this around in a positive way or approach?" As Daniel asked Jay if he can be at the WWRUG, this will be first price because then all can share in the global plan to get the product support and releases back to its old stable standard/state competing on its own in the market :-) Regards Francois -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Ortega, Jesus A Sent: Monday, June 11, 2012 9:03 PM To: [email protected] Subject: [SPAM]Re: Support - An open letter to BMC Back in the California days the level one support actually could help resolve some incidents. They had a knowledge of the product and good institutional knowledge. Now the call center in Pune, or wherever it is in India, seems to recruit college kids who know nothing about Remedy and read from scripts. I got so fed up with it that I pushed my organization to change support providers. We moved in September and it is nice to be able to call someone that I don't have to repeat myself to several times or resort to email to get my point across. However, when this new organization gets stuck we are sent back to Black Hole of BMC support , where our incident languishes for weeks waiting on an engineer to become available. They seem to have a huge shortage of level three engineers. I believe that is why they stall us by trying to get endless log files and asking that we perform tests in production, during work hours. My suggestion to BMC is to hire more level three engineers in the USA. I don't mind working with the Indians, but I have a much easier time working with someone who is on this side of the globe and is not fighting sleep and the language. Hopefully whoever ends up buying BMC in the near future will take this into consideration and devise a better support model for us. Jesus Ortega Senior II, Implementation Engineer LyondellBasell Industries -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of David M. Clark Sent: Wednesday, June 06, 2012 11:43 AM To: [email protected] Subject: [SPAM]Re: Support - An open letter to BMC The old California Remedy "HelpDesk" was great. The off-shored BMC "Call Center" never was and still isn't. At this point I really don't see anything changing about that. Call me a pessimist, but history is what it is. -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Sanford, Claire Sent: Wednesday, June 06, 2012 11:30 AM To: [email protected] Subject: [SPAM]Re: Support - An open letter to BMC Honestly... if you get someone in Austin, Atlanta, or California, you will get your ticket resolved and in a manner that speaks to the old Remedy support ways! I've had fantastic support from Russ, Max, Dolly, Dan, Doug... wow! They have a lot of D names there! Paula is a top notch manager! She gets results! -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of [email protected] Sent: Wednesday, June 06, 2012 11:18 AM To: [email protected] Subject: [SPAM]Re: Support - An open letter to BMC 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:[email protected]] On Behalf Of Tommy Morris Sent: June 6, 2012 12:03 PM To: [email protected] Subject: [SPAM]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:[email protected]] On Behalf Of arslist Sent: Wednesday, June 06, 2012 11:01 AM To: [email protected] Subject: [SPAM]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:[email protected]] On Behalf Of Jay Shankar Sent: June 6, 2012 1:34 AM To: [email protected] Subject: [SPAM]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" ____________________________________________________________________________ ___ 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" Information contained in this email is subject to the disclaimer found by clicking on the following link: http://www.lyondellbasell.com/Footer/Disclaimer/ ____________________________________________________________________________ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are" ________________________________ Blue Turtle Technologies (Pty) Limited | Reg. no.: 2003/002610/07 | http://www.blueturtle.co.za Gauteng : Tel: +27 (0)11 206 5600 | Fax: +27 (0)11 206 5606 | Midridge Office Estate, International Business Gateway, cnr New Road & Sixth Street, Midrand, 1685 | P O Box 31331, Kyalami, 1684 Western Cape: Tel: +27 (0)87 721 1874 | Fax: +27 (0)21 552 7764 | Unit E6, Century Square, Heron Crescent, Century City, Cape Town, 7446 DISCLAIMER: This email and any files transmitted with it are confidential and are intended solely for the use of the individual or entity to whom they are addressed. 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