Premier Support does do onsite visits for customers On Wed, Jan 21, 2015 at 1:57 PM, Ray Gellenbeck < [email protected]> wrote:
> 1. The recent posts on this thread are a bit of a topic hijack. Let's > reign it in? > > 2. The original hijack question was whether anyone had a positive > experience with PD. The forum was silent to that question. You have the > answer to that question. > > 3. The *original* question was a good one, but the answer is equally > universal. For a brief time, BMC tried to present a "technical rep" to a > previous client site I worked at, but when the topics got into actual > broken product issues instead of the easier bunny-hop stuff that could be > answered in a simple inquiry ticket to BMC Support, the "rep" backed off > and claimed to be more of a design/consulting resource, not an > account-dedicated go-to for technical problems, which was what was > originally pitched. > > That being said, your sales rep is your sole face to BMC. Lots of others > might sit in on con-calls, especially if you are having issues with a > portion of their service. The Remedy OnDemand to a previous client was in > a challenged state to the point where monthly "Executive Overview" calls > were scheduled that included the lead for Support and the lead for > OnDemand, but after a couple months, those leads were "unable to attend" > and it devolved back down to another call with the sales rep and the Remedy > OnDemand account rep/contact. Not trying to bash, just giving it un-washed > and honest. > > I think BMC is praying hard on the newer interface to be a silver bullet, > but they clearly have some room for improvement on the client relationship > and support model, at least on some of their products that I work with > regularly. You can make all the cool whiz-bang stuff in the world, but if > your customer base is feeling soured from past experiences in support > and/or relationship maintenance, your only buyers for the new toys will be > new customers because the rest will feel "once bitten, twice shy." > > /endsoapbox > > > _______________________________________________________________________________ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > "Where the Answers Are, and have been for 20 years" > _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
