Re: OT - BMC-Remedy Tech Support Rant
Title: RE: OT - BMC-Remedy Tech Support Rant ** Murtuza: You should have an EMEA site to go to when the web site is down in Mountain View. This is poor planning on the part of BMC to not support those who work a different schedule. And it is 'normal' for most maintenance, in the Western world, to take place in the 'wee' hours of Saturday/Sunday. However, this leads to some interesting events such as the complete destruction of an Oracle database on a Saturday night due to a script failing to run properly. James McKenzie -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Murtuza Bookwala Sent: Friday, July 14, 2006 11:02 PM To: arslist@ARSLIST.ORG Subject: Re: OT - BMC-Remedy Tech Support Rant Forget a 24x7 support center, we don't even get a 24x7 support website from BMC I am in the Middle East, and our weekend is on Friday. This means we work on Saturday and Sunday. BMC always does maintainance on their support website in the wee hours of Sat and Sunday in the USA. This leaves us blacked out on these days because its day in the Middle east at that time. -- Murtuza. ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org __20060125___This posting was submitted with HTML in it___
Re: OT - BMC-Remedy Tech Support Rant
** Hi Claire, Technically its not "outsourcing", BMC has support around the world. Its cheaper to have several locations where staff is oncall during business hours in each region. Don't think that makes it any less frustrating, particularly if you opened the ticket with US support. In that case it would be ever so much more than frustrating. Best Regards, Tom Altamore [EMAIL PROTECTED] 07/13/06 10:05 AM OK, if you live in India or work in the same time zone it is great...But for those of us that live in the US, getting an answer at 3:25AM,4:34 AM and 5:19AM does not work!This is the most frustrating thing I have experienced with Remedy ever!GrOutsourcing is BS! Sure they are (the tech support staff) less costly,so the profit goes up, but is the customer happy and satisfied with thesupport? NO! Will the customer be happy and satisfied with the supportnext time someone asks them, probably not!Claire "grumpy today" Sanford___UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org __20060125___This posting was submitted with HTML in it___
Re: OT - BMC-Remedy Tech Support Rant
Title: RE: OT - BMC-Remedy Tech Support Rant ** Is it confirmed that Remedy support IS in India? Or at least a chunk of it? I've wondered that recently because I've been getting lots of Indian sounding techs on the phone, but I've had a few incidents where the first level tech got a second level tech involved, and the second level tech sounded definitely American and he sounded like he was in the same room. That made me think, Maybe they haven't outsourced...maybe they just have a bunch of folks from India working there now. I agree 100% with you, Claire. I think outsourcing is a BS, idiotic fad that corporate management is courting right now to show a wee bit of profit. Profit in the short run, that is. In the end, it'll all come back to bite them. The funny part is how they can't see it! -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Sanford, Claire Sent: Thursday, July 13, 2006 9:06 AM To: arslist@ARSLIST.ORG Subject: OT - BMC-Remedy Tech Support Rant OK, if you live in India or work in the same time zone it is great... But for those of us that live in the US, getting an answer at 3:25AM, 4:34 AM and 5:19AM does not work! This is the most frustrating thing I have experienced with Remedy ever! Gr Outsourcing is BS! Sure they are (the tech support staff) less costly, so the profit goes up, but is the customer happy and satisfied with the support? NO! Will the customer be happy and satisfied with the support next time someone asks them, probably not! Claire grumpy today Sanford ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org __20060125___This posting was submitted with HTML in it___
Re: OT - BMC-Remedy Tech Support Rant
Title: RE: OT - BMC-Remedy Tech Support Rant ** Norm: Yes, there is a large support centre for BMC in India. They also have support centres elsewhere around the world. I've received calls early in the morning with a decidely Irish brouge. But, if you want to see a shift of support 'bite you in the backside' look at Dell. They used to have the highest support level of any company, but since they shifted support to Bangalore (yes, I know where the support centre is) their scores plummeted. If it were not for the high quality of their systems, Dell would be dying. James McKenzie Opinions expressed are my own as is the deliberate British spelling of centre. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Kaiser Norm E CIV USAF 96 CG/SCWOE Sent: Thursday, July 13, 2006 7:19 AM To: arslist@ARSLIST.ORG Subject: Re: OT - BMC-Remedy Tech Support Rant ** Is it confirmed that Remedy support IS in India? Or at least a chunk of it? I've wondered that recently because I've been getting lots of Indian sounding techs on the phone, but I've had a few incidents where the first level tech got a second level tech involved, and the second level tech sounded definitely American and he sounded like he was in the same room. That made me think, Maybe they haven't outsourced...maybe they just have a bunch of folks from India working there now. I agree 100% with you, Claire. I think outsourcing is a BS, idiotic fad that corporate management is courting right now to show a wee bit of profit. Profit in the short run, that is. In the end, it'll all come back to bite them. The funny part is how they can't see it! -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Sanford, Claire Sent: Thursday, July 13, 2006 9:06 AM To: arslist@ARSLIST.ORG Subject: OT - BMC-Remedy Tech Support Rant OK, if you live in India or work in the same time zone it is great... But for those of us that live in the US, getting an answer at 3:25AM, 4:34 AM and 5:19AM does not work! This is the most frustrating thing I have experienced with Remedy ever! Gr Outsourcing is BS! Sure they are (the tech support staff) less costly, so the profit goes up, but is the customer happy and satisfied with the support? NO! Will the customer be happy and satisfied with the support next time someone asks them, probably not! Claire grumpy today Sanford ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___
Re: OT - BMC-Remedy Tech Support Rant
We wouldn't all hold these opinions because our companies could do the same thing someday and put us out of a job would we? :) Timothy Button Remedy Systems Consultant [EMAIL PROTECTED] From: Thomas Altamore [EMAIL PROTECTED] Reply-To: arslist@ARSLIST.ORG To: arslist@ARSLIST.ORG Subject: Re: OT - BMC-Remedy Tech Support Rant Date: Thu, 13 Jul 2006 10:13:51 -0400 MIME-Version: 1.0 Received: from listserv.rbugs.com ([69.90.217.26]) by bay0-mc4-f18.bay0.hotmail.com with Microsoft SMTPSVC(6.0.3790.2444); Thu, 13 Jul 2006 07:14:53 -0700 Received: from RBUGS ([69.90.217.26]) by listserv.rbugs.com with Microsoft SMTPSVC(6.0.3790.1830); Thu, 13 Jul 2006 10:12:47 -0400 Received: by LISTSERV.RBUGS.COM (LISTSERV-TCP/IP release 14.4) with spool id 1182033 for [EMAIL PROTECTED]; Thu, 13 Jul 2006 10:12:26 -0400 Received: from 216.255.101.30 by LISTSERV.RBUGS.COM (SMTPL release 1.0i) with TCP; Thu, 13 Jul 2006 10:12:26 -0400 Received: from mis-vp1.montefiore.org (localhost [127.0.0.1]) by localhost.montefiore.org (Postfix) with ESMTP id B50F09F907 for arslist@ARSLIST.ORG; Thu, 13 Jul 2006 10:14:17 -0400 (EDT) Received: from missmtpb.montefiore.org (missmtpb.montefiore.org [216.255.101.85]) by mis-vp1.montefiore.org (Postfix) with ESMTP id 7B16D9F8DA for arslist@ARSLIST.ORG; Thu, 13 Jul 2006 10:14:17 -0400 (EDT) Received: from GWSMTPB-MTA by missmtpb.montefiore.org with Novell_GroupWise; Thu, 13 Jul 2006 10:14:17 -0400 X-Message-Info: LsUYwwHHNt32dtiio/Xuf2rT7/mkocgKzWwj3+BqAog= X-Mailer: Novell GroupWise Internet Agent 6.5.5 Newsgroups: public.remedy.arsystem.general Precedence: list Return-Path: [EMAIL PROTECTED] X-OriginalArrivalTime: 13 Jul 2006 14:12:47.0543 (UTC) FILETIME=[6ADE7470:01C6A686] Hi Claire, Technically its not outsourcing, BMC has support around the world. Its cheaper to have several locations where staff is oncall during business hours in each region. Don't think that makes it any less frustrating, particularly if you opened the ticket with US support. In that case it would be ever so much more than frustrating. Best Regards, Tom Altamore [EMAIL PROTECTED] 07/13/06 10:05 AM OK, if you live in India or work in the same time zone it is great... But for those of us that live in the US, getting an answer at 3:25AM, 4:34 AM and 5:19AM does not work! This is the most frustrating thing I have experienced with Remedy ever! Gr Outsourcing is BS! Sure they are (the tech support staff) less costly, so the profit goes up, but is the customer happy and satisfied with the support? NO! Will the customer be happy and satisfied with the support next time someone asks them, probably not! Claire grumpy today Sanford ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org
Re: OT - BMC-Remedy Tech Support Rant
Title: RE: OT - BMC-Remedy Tech Support Rant ** Tim: No. I've found some of the tier 1 techs to be quite knowledgeable. You may have a problem understanding them and I have found ways to communicate with them. I found that a Microsoft Tier 1 'engineer' had just about every Microsoft certification and a Masters degree to boot. Those are quite rare in the U.S. but are easy to find in India. James Mckenzie -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Tim Button Sent: Thursday, July 13, 2006 7:31 AM To: arslist@ARSLIST.ORG Subject: Re: OT - BMC-Remedy Tech Support Rant We wouldn't all hold these opinions because our companies could do the same thing someday and put us out of a job would we? :) Timothy Button Remedy Systems Consultant [EMAIL PROTECTED] From: Thomas Altamore [EMAIL PROTECTED] Reply-To: arslist@ARSLIST.ORG To: arslist@ARSLIST.ORG Subject: Re: OT - BMC-Remedy Tech Support Rant Date: Thu, 13 Jul 2006 10:13:51 -0400 MIME-Version: 1.0 Received: from listserv.rbugs.com ([69.90.217.26]) by bay0-mc4-f18.bay0.hotmail.com with Microsoft SMTPSVC(6.0.3790.2444); Thu, 13 Jul 2006 07:14:53 -0700 Received: from RBUGS ([69.90.217.26]) by listserv.rbugs.com with Microsoft SMTPSVC(6.0.3790.1830); Thu, 13 Jul 2006 10:12:47 -0400 Received: by LISTSERV.RBUGS.COM (LISTSERV-TCP/IP release 14.4) with spool id 1182033 for [EMAIL PROTECTED]; Thu, 13 Jul 2006 10:12:26 -0400 Received: from 216.255.101.30 by LISTSERV.RBUGS.COM (SMTPL release 1.0i) with TCP; Thu, 13 Jul 2006 10:12:26 -0400 Received: from mis-vp1.montefiore.org (localhost [127.0.0.1]) by localhost.montefiore.org (Postfix) with ESMTP id B50F09F907 for arslist@ARSLIST.ORG; Thu, 13 Jul 2006 10:14:17 -0400 (EDT) Received: from missmtpb.montefiore.org (missmtpb.montefiore.org [216.255.101.85]) by mis-vp1.montefiore.org (Postfix) with ESMTP id 7B16D9F8DA for arslist@ARSLIST.ORG; Thu, 13 Jul 2006 10:14:17 -0400 (EDT) Received: from GWSMTPB-MTA by missmtpb.montefiore.org with Novell_GroupWise; Thu, 13 Jul 2006 10:14:17 -0400 X-Message-Info: LsUYwwHHNt32dtiio/Xuf2rT7/mkocgKzWwj3+BqAog= X-Mailer: Novell GroupWise Internet Agent 6.5.5 Newsgroups: public.remedy.arsystem.general Precedence: list Return-Path: [EMAIL PROTECTED] X-OriginalArrivalTime: 13 Jul 2006 14:12:47.0543 (UTC) FILETIME=[6ADE7470:01C6A686] Hi Claire, Technically its not outsourcing, BMC has support around the world. Its cheaper to have several locations where staff is oncall during business hours in each region. Don't think that makes it any less frustrating, particularly if you opened the ticket with US support. In that case it would be ever so much more than frustrating. Best Regards, Tom Altamore [EMAIL PROTECTED] 07/13/06 10:05 AM OK, if you live in India or work in the same time zone it is great... But for those of us that live in the US, getting an answer at 3:25AM, 4:34 AM and 5:19AM does not work! This is the most frustrating thing I have experienced with Remedy ever! Gr Outsourcing is BS! Sure they are (the tech support staff) less costly, so the profit goes up, but is the customer happy and satisfied with the support? NO! Will the customer be happy and satisfied with the support next time someone asks them, probably not! Claire grumpy today Sanford ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org __20060125___This posting was submitted with HTML in it___
Re: OT - BMC-Remedy Tech Support Rant
So the question is...why can I not get 24x7 support now? I hate to beat that drum once a year, but for what we pay for support, and they outsource that support around the world, would it not be a good time to finally make this 24x7? Timothy Button Remedy Systems Consultant [EMAIL PROTECTED] From: Sanford, Claire [EMAIL PROTECTED] Reply-To: arslist@ARSLIST.ORG To: arslist@ARSLIST.ORG Subject: OT - BMC-Remedy Tech Support Rant Date: Thu, 13 Jul 2006 09:05:39 -0500 MIME-Version: 1.0 Received: from listserv.rbugs.com ([69.90.217.26]) by bay0-mc3-f19.bay0.hotmail.com with Microsoft SMTPSVC(6.0.3790.2444); Thu, 13 Jul 2006 07:06:08 -0700 Received: from RBUGS ([69.90.217.26]) by listserv.rbugs.com with Microsoft SMTPSVC(6.0.3790.1830); Thu, 13 Jul 2006 10:04:12 -0400 Received: by LISTSERV.RBUGS.COM (LISTSERV-TCP/IP release 14.4) with spool id 1181943 for [EMAIL PROTECTED]; Thu, 13 Jul 2006 10:03:50 -0400 Received: from 198.22.21.73 by LISTSERV.RBUGS.COM (SMTPL release 1.0i) with TCP; Thu, 13 Jul 2006 10:03:50 -0400 Received: from zix2.mhhs.org (ZixVPM [127.0.0.1]) by Outbound.mhhs.org (Proprietary) with ESMTP id D90674BE20 for arslist@ARSLIST.ORG; Thu, 13 Jul 2006 09:05:41 -0500 (CDT) Received: from viruswall2.mhhs.org (unknown [198.22.22.40]) by zix2.mhhs.org (Proprietary) with ESMTP id C2CA34BE29 for arslist@ARSLIST.ORG; Thu, 13 Jul 2006 09:05:40 -0500 (CDT) Received: from exdmzfe1.mh.org ([198.22.22.41]) by viruswall2.mhhs.org with InterScan Messaging Security Suite; Thu, 13 Jul 2006 09:05:40 -0500 Received: from EXCH2.mh.org ([10.9.0.107]) by exdmzfe1.mh.org with Microsoft SMTPSVC(6.0.3790.1830); Thu, 13 Jul 2006 09:05:39 -0500 X-Message-Info: LsUYwwHHNt3bq4WMPMMvqWZiwvRwEQSvr6w1d9S5E5s= X-MimeOLE: Produced By Microsoft Exchange V6.5 Content-class: urn:content-classes:message X-MS-Has-Attach: X-MS-TNEF-Correlator: Thread-Topic: OT - BMC-Remedy Tech Support Rant Thread-Index: AcameyTMfJh1cjk9SRu4KNyBk0V6dAACZQVw X-OriginalArrivalTime: 13 Jul 2006 14:05:39.0453 (UTC) FILETIME=[6BB51AD0:01C6A685] Newsgroups: public.remedy.arsystem.general Precedence: list Return-Path: [EMAIL PROTECTED] OK, if you live in India or work in the same time zone it is great... But for those of us that live in the US, getting an answer at 3:25AM, 4:34 AM and 5:19AM does not work! This is the most frustrating thing I have experienced with Remedy ever! Gr Outsourcing is BS! Sure they are (the tech support staff) less costly, so the profit goes up, but is the customer happy and satisfied with the support? NO! Will the customer be happy and satisfied with the support next time someone asks them, probably not! Claire grumpy today Sanford ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org
Re: OT - BMC-Remedy Tech Support Rant
Title: RE: OT - BMC-Remedy Tech Support Rant ** Claire: I would offer that strong cup of coffee, but it would be very cold by the time it gets to you. BTW, if you think that BMC is not working your issue just because you don't have a support tech on the phone, you would be sadly mistaken. I've received e-mails that were sent out at 2 a.m. James McKenzie -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Sanford, Claire Sent: Thursday, July 13, 2006 7:53 AM To: arslist@ARSLIST.ORG Subject: Re: OT - BMC-Remedy Tech Support Rant I was always under the impression that support was going follow the sun. Guess not! Heck, if smaller business that are not international can provide 24/7 support, at a reasonable cost, you have to wonder why major international corporations can't. Very interesting... And probably a coincidence, 10 minutes after my post hit the list, I had a response from someone in Tech Support for my new ticket. PS. Thanks Kim for calling and calming me! :) I'm going to go get a nice strong cup of coffee. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Tim Button Sent: Thursday, July 13, 2006 9:43 AM To: arslist@ARSLIST.ORG Subject: Re: OT - BMC-Remedy Tech Support Rant So the question is...why can I not get 24x7 support now? I hate to beat that drum once a year, but for what we pay for support, and they outsource that support around the world, would it not be a good time to finally make this 24x7? Timothy Button Remedy Systems Consultant [EMAIL PROTECTED] From: Sanford, Claire [EMAIL PROTECTED] Reply-To: arslist@ARSLIST.ORG To: arslist@ARSLIST.ORG Subject: OT - BMC-Remedy Tech Support Rant Date: Thu, 13 Jul 2006 09:05:39 -0500 MIME-Version: 1.0 Received: from listserv.rbugs.com ([69.90.217.26]) by bay0-mc3-f19.bay0.hotmail.com with Microsoft SMTPSVC(6.0.3790.2444); Thu, 13 Jul 2006 07:06:08 -0700 Received: from RBUGS ([69.90.217.26]) by listserv.rbugs.com with Microsoft SMTPSVC(6.0.3790.1830); Thu, 13 Jul 2006 10:04:12 -0400 Received: by LISTSERV.RBUGS.COM (LISTSERV-TCP/IP release 14.4) with spool id 1181943 for [EMAIL PROTECTED]; Thu, 13 Jul 2006 10:03:50 -0400 Received: from 198.22.21.73 by LISTSERV.RBUGS.COM (SMTPL release 1.0i) with TCP; Thu, 13 Jul 2006 10:03:50 -0400 Received: from zix2.mhhs.org (ZixVPM [127.0.0.1]) by Outbound.mhhs.org (Proprietary) with ESMTP id D90674BE20 for arslist@ARSLIST.ORG; Thu, 13 Jul 2006 09:05:41 -0500 (CDT) Received: from viruswall2.mhhs.org (unknown [198.22.22.40]) by zix2.mhhs.org (Proprietary) with ESMTP id C2CA34BE29 for arslist@ARSLIST.ORG; Thu, 13 Jul 2006 09:05:40 -0500 (CDT) Received: from exdmzfe1.mh.org ([198.22.22.41]) by viruswall2.mhhs.org with InterScan Messaging Security Suite; Thu, 13 Jul 2006 09:05:40 -0500 Received: from EXCH2.mh.org ([10.9.0.107]) by exdmzfe1.mh.org with Microsoft SMTPSVC(6.0.3790.1830); Thu, 13 Jul 2006 09:05:39 -0500 X-Message-Info: LsUYwwHHNt3bq4WMPMMvqWZiwvRwEQSvr6w1d9S5E5s= X-MimeOLE: Produced By Microsoft Exchange V6.5 Content-class: urn:content-classes:message X-MS-Has-Attach: X-MS-TNEF-Correlator: Thread-Topic: OT - BMC-Remedy Tech Support Rant Thread-Index: AcameyTMfJh1cjk9SRu4KNyBk0V6dAACZQVw X-OriginalArrivalTime: 13 Jul 2006 14:05:39.0453 (UTC) FILETIME=[6BB51AD0:01C6A685] Newsgroups: public.remedy.arsystem.general Precedence: list Return-Path: [EMAIL PROTECTED] OK, if you live in India or work in the same time zone it is great... But for those of us that live in the US, getting an answer at 3:25AM, 4:34 AM and 5:19AM does not work! This is the most frustrating thing I have experienced with Remedy ever! Gr Outsourcing is BS! Sure they are (the tech support staff) less costly, so the profit goes up, but is the customer happy and satisfied with the support? NO! Will the customer be happy and satisfied with the support next time someone asks them, probably not! Claire grumpy today Sanford ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org __20060125___This posting was submitted with HTML in it___
Re: OT - BMC-Remedy Tech Support Rant
Title: RE: OT - BMC-Remedy Tech Support Rant ** James, I pay over 63K a year. Sure that includes upgrades to software and patches and technical support. It is also basic support. We had express and (small brag) because I called for support so infrequently, it was determined that we could save money and do with the Basic plan. I am also in the Healthcare industry... where we bill $100 and get reimbursed by the government $25.00 so tell me where the value in that is??? "You get what you pay for" is a tired and way over used cliché! From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of McKenzie, James J C-E LCMC HQISEC/L3Sent: Thursday, July 13, 2006 10:12 AMTo: arslist@ARSLIST.ORGSubject: Re: OT - BMC-Remedy Tech Support Rant ** Tim: What level of support are you paying for? If it is Express or higher, you have it. Basic is Prime Period Maintenance. And support is changing at BMC. To put it another way, you get what you pay for. James McKenzie -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Tim Button Sent: Thursday, July 13, 2006 7:43 AM To: arslist@ARSLIST.ORG Subject: Re: OT - BMC-Remedy Tech Support Rant So the question is...why can I not get 24x7 support now? I hate to beat that drum once a year, but for what we pay for support, and they outsource that support around the world, would it not be a good time to finally make this 24x7? Timothy Button Remedy Systems Consultant [EMAIL PROTECTED] From: "Sanford, Claire" [EMAIL PROTECTED] Reply-To: arslist@ARSLIST.ORG To: arslist@ARSLIST.ORG Subject: OT - BMC-Remedy Tech Support Rant Date: Thu, 13 Jul 2006 09:05:39 -0500 MIME-Version: 1.0 Received: from listserv.rbugs.com ([69.90.217.26]) by bay0-mc3-f19.bay0.hotmail.com with Microsoft SMTPSVC(6.0.3790.2444); Thu, 13 Jul 2006 07:06:08 -0700 Received: from RBUGS ([69.90.217.26]) by listserv.rbugs.com with Microsoft SMTPSVC(6.0.3790.1830); Thu, 13 Jul 2006 10:04:12 -0400 Received: by LISTSERV.RBUGS.COM (LISTSERV-TCP/IP release 14.4) with spool id 1181943 for [EMAIL PROTECTED]; Thu, 13 Jul 2006 10:03:50 -0400 Received: from 198.22.21.73 by LISTSERV.RBUGS.COM (SMTPL release 1.0i) with TCP; Thu, 13 Jul 2006 10:03:50 -0400 Received: from zix2.mhhs.org (ZixVPM [127.0.0.1]) by Outbound.mhhs.org (Proprietary) with ESMTP id D90674BE20 for arslist@ARSLIST.ORG; Thu, 13 Jul 2006 09:05:41 -0500 (CDT) Received: from viruswall2.mhhs.org (unknown [198.22.22.40]) by zix2.mhhs.org (Proprietary) with ESMTP id C2CA34BE29 for arslist@ARSLIST.ORG; Thu, 13 Jul 2006 09:05:40 -0500 (CDT) Received: from exdmzfe1.mh.org ([198.22.22.41]) by viruswall2.mhhs.org with InterScan Messaging Security Suite; Thu, 13 Jul 2006 09:05:40 -0500 Received: from EXCH2.mh.org ([10.9.0.107]) by exdmzfe1.mh.org with Microsoft SMTPSVC(6.0.3790.1830); Thu, 13 Jul 2006 09:05:39 -0500 X-Message-Info: LsUYwwHHNt3bq4WMPMMvqWZiwvRwEQSvr6w1d9S5E5s= X-MimeOLE: Produced By Microsoft Exchange V6.5 Content-class: urn:content-classes:message X-MS-Has-Attach: X-MS-TNEF-Correlator: Thread-Topic: OT - BMC-Remedy Tech Support Rant Thread-Index: AcameyTMfJh1cjk9SRu4KNyBk0V6dAACZQVw X-OriginalArrivalTime: 13 Jul 2006 14:05:39.0453 (UTC) FILETIME=[6BB51AD0:01C6A685] Newsgroups: public.remedy.arsystem.general Precedence: list Return-Path: [EMAIL PROTECTED] OK, if you live in India or work in the same time zone it is great... But for those of us that live in the US, getting an answer at 3:25AM, 4:34 AM and 5:19AM does not work! This is the most frustrating thing I have experienced with Remedy ever! Gr Outsourcing is BS! Sure they are (the tech support staff) less costly, so the profit goes up, but is the customer happy and satisfied with the support? NO! Will the customer be happy and satisfied with the support next time someone asks them, probably not! Claire "grumpy today" Sanford ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___
Re: OT - BMC-Remedy Tech Support Rant
Decaf? -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Sanford, Claire Sent: Thursday, July 13, 2006 9:53 AM To: arslist@ARSLIST.ORG Subject: Re: OT - BMC-Remedy Tech Support Rant I was always under the impression that support was going follow the sun. Guess not! Heck, if smaller business that are not international can provide 24/7 support, at a reasonable cost, you have to wonder why major international corporations can't. Very interesting... And probably a coincidence, 10 minutes after my post hit the list, I had a response from someone in Tech Support for my new ticket. PS. Thanks Kim for calling and calming me! :) I'm going to go get a nice strong cup of coffee. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Tim Button Sent: Thursday, July 13, 2006 9:43 AM To: arslist@ARSLIST.ORG Subject: Re: OT - BMC-Remedy Tech Support Rant So the question is...why can I not get 24x7 support now? I hate to beat that drum once a year, but for what we pay for support, and they outsource that support around the world, would it not be a good time to finally make this 24x7? Timothy Button Remedy Systems Consultant [EMAIL PROTECTED] From: Sanford, Claire [EMAIL PROTECTED] Reply-To: arslist@ARSLIST.ORG To: arslist@ARSLIST.ORG Subject: OT - BMC-Remedy Tech Support Rant Date: Thu, 13 Jul 2006 09:05:39 -0500 MIME-Version: 1.0 Received: from listserv.rbugs.com ([69.90.217.26]) by bay0-mc3-f19.bay0.hotmail.com with Microsoft SMTPSVC(6.0.3790.2444); Thu, 13 Jul 2006 07:06:08 -0700 Received: from RBUGS ([69.90.217.26]) by listserv.rbugs.com with Microsoft SMTPSVC(6.0.3790.1830); Thu, 13 Jul 2006 10:04:12 -0400 Received: by LISTSERV.RBUGS.COM (LISTSERV-TCP/IP release 14.4) with spool id 1181943 for [EMAIL PROTECTED]; Thu, 13 Jul 2006 10:03:50 -0400 Received: from 198.22.21.73 by LISTSERV.RBUGS.COM (SMTPL release 1.0i) with TCP; Thu, 13 Jul 2006 10:03:50 -0400 Received: from zix2.mhhs.org (ZixVPM [127.0.0.1]) by Outbound.mhhs.org (Proprietary) with ESMTP id D90674BE20 for arslist@ARSLIST.ORG; Thu, 13 Jul 2006 09:05:41 -0500 (CDT) Received: from viruswall2.mhhs.org (unknown [198.22.22.40]) by zix2.mhhs.org (Proprietary) with ESMTP id C2CA34BE29 for arslist@ARSLIST.ORG; Thu, 13 Jul 2006 09:05:40 -0500 (CDT) Received: from exdmzfe1.mh.org ([198.22.22.41]) by viruswall2.mhhs.org with InterScan Messaging Security Suite; Thu, 13 Jul 2006 09:05:40 -0500 Received: from EXCH2.mh.org ([10.9.0.107]) by exdmzfe1.mh.org with Microsoft SMTPSVC(6.0.3790.1830); Thu, 13 Jul 2006 09:05:39 -0500 X-Message-Info: LsUYwwHHNt3bq4WMPMMvqWZiwvRwEQSvr6w1d9S5E5s= X-MimeOLE: Produced By Microsoft Exchange V6.5 Content-class: urn:content-classes:message X-MS-Has-Attach: X-MS-TNEF-Correlator: Thread-Topic: OT - BMC-Remedy Tech Support Rant Thread-Index: AcameyTMfJh1cjk9SRu4KNyBk0V6dAACZQVw X-OriginalArrivalTime: 13 Jul 2006 14:05:39.0453 (UTC) FILETIME=[6BB51AD0:01C6A685] Newsgroups: public.remedy.arsystem.general Precedence: list Return-Path: [EMAIL PROTECTED] OK, if you live in India or work in the same time zone it is great... But for those of us that live in the US, getting an answer at 3:25AM, 4:34 AM and 5:19AM does not work! This is the most frustrating thing I have experienced with Remedy ever! Gr Outsourcing is BS! Sure they are (the tech support staff) less costly, so the profit goes up, but is the customer happy and satisfied with the support? NO! Will the customer be happy and satisfied with the support next time someone asks them, probably not! Claire grumpy today Sanford ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org
Re: OT - BMC-Remedy Tech Support Rant
Title: RE: OT - BMC-Remedy Tech Support Rant ** James, The resolution to my first problem was to check a box on install. It took them 5 days to get me that They had all my logs. They has screen shots. I don't contact support "lightly" when I contact them, I send them everything they need up front! In the past, I have been one of the most vocal supporters of Remedy Tech Support. Hey! I said it was a Rant! From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of McKenzie, James J C-E LCMC HQISEC/L3Sent: Thursday, July 13, 2006 10:14 AMTo: arslist@ARSLIST.ORGSubject: Re: OT - BMC-Remedy Tech Support Rant ** Claire: I would offer that strong cup of coffee, but it would be very cold by the time it gets to you. BTW, if you think that BMC is not working your issue just because you don't have a support tech on the phone, you would be sadly mistaken. I've received e-mails that were sent out at 2 a.m. James McKenzie -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Sanford, Claire Sent: Thursday, July 13, 2006 7:53 AM To: arslist@ARSLIST.ORG Subject: Re: OT - BMC-Remedy Tech Support Rant I was always under the impression that support was going "follow the sun". Guess not! Heck, if smaller business that are not international can provide 24/7 support, at a reasonable cost, you have to wonder why major international corporations can't. Very interesting... And probably a coincidence, 10 minutes after my post hit the list, I had a response from someone in Tech Support for my new ticket. PS. Thanks Kim for calling and calming me! :) I'm going to go get a nice strong cup of coffee. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Tim Button Sent: Thursday, July 13, 2006 9:43 AM To: arslist@ARSLIST.ORG Subject: Re: OT - BMC-Remedy Tech Support Rant So the question is...why can I not get 24x7 support now? I hate to beat that drum once a year, but for what we pay for support, and they outsource that support around the world, would it not be a good time to finally make this 24x7? Timothy Button Remedy Systems Consultant [EMAIL PROTECTED] From: "Sanford, Claire" [EMAIL PROTECTED] Reply-To: arslist@ARSLIST.ORG To: arslist@ARSLIST.ORG Subject: OT - BMC-Remedy Tech Support Rant Date: Thu, 13 Jul 2006 09:05:39 -0500 MIME-Version: 1.0 Received: from listserv.rbugs.com ([69.90.217.26]) by bay0-mc3-f19.bay0.hotmail.com with Microsoft SMTPSVC(6.0.3790.2444); Thu, 13 Jul 2006 07:06:08 -0700 Received: from RBUGS ([69.90.217.26]) by listserv.rbugs.com with Microsoft SMTPSVC(6.0.3790.1830); Thu, 13 Jul 2006 10:04:12 -0400 Received: by LISTSERV.RBUGS.COM (LISTSERV-TCP/IP release 14.4) with spool id 1181943 for [EMAIL PROTECTED]; Thu, 13 Jul 2006 10:03:50 -0400 Received: from 198.22.21.73 by LISTSERV.RBUGS.COM (SMTPL release 1.0i) with TCP; Thu, 13 Jul 2006 10:03:50 -0400 Received: from zix2.mhhs.org (ZixVPM [127.0.0.1]) by Outbound.mhhs.org (Proprietary) with ESMTP id D90674BE20 for arslist@ARSLIST.ORG; Thu, 13 Jul 2006 09:05:41 -0500 (CDT) Received: from viruswall2.mhhs.org (unknown [198.22.22.40]) by zix2.mhhs.org (Proprietary) with ESMTP id C2CA34BE29 for arslist@ARSLIST.ORG; Thu, 13 Jul 2006 09:05:40 -0500 (CDT) Received: from exdmzfe1.mh.org ([198.22.22.41]) by viruswall2.mhhs.org with InterScan Messaging Security Suite; Thu, 13 Jul 2006 09:05:40 -0500 Received: from EXCH2.mh.org ([10.9.0.107]) by exdmzfe1.mh.org with Microsoft SMTPSVC(6.0.3790.1830); Thu, 13 Jul 2006 09:05:39 -0500 X-Message-Info: LsUYwwHHNt3bq4WMPMMvqWZiwvRwEQSvr6w1d9S5E5s= X-MimeOLE: Produced By Microsoft Exchange V6.5 Content-class: urn:content-classes:message X-MS-Has-Attach: X-MS-TNEF-Correlator: Thread-Topic: OT - BMC-Remedy Tech Support Rant Thread-Index: AcameyTMfJh1cjk9SRu4KNyBk0V6dAACZQVw X-OriginalArrivalTime: 13 Jul 2006 14:05:39.0453 (UTC) FILETIME=[6BB51AD0:01C6A685] Newsgroups: public.remedy.arsystem.general Precedence: list Return-Path: [EMAIL PROTECTED] OK, if you live in India or work in the same time zone it is great... But for those of us that live in the US, getting an answer at 3:25AM, 4:34 AM and 5:19AM does not work! This is the most frustrating thing I have experienced with Remedy ever! Gr Outsourcing is BS! Sure they are (the tech support staff) less costly, so the profit goes up, but is the customer happy and satisfied with the support? NO! Will the customer be happy and satisfied with the support next time someone asks them, probably not! Claire "grumpy today" Sanford ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org ___
Re: OT - BMC-Remedy Tech Support Rant
Title: RE: OT - BMC-Remedy Tech Support Rant ** Claire: We do run into a bad support tech every once in a while. I went to the same oil change place for a long time. One time they forgot to tighten the oil plug and I lost two quarts of oil before I realized that there was a major oil leak. One time they forgot to put on the filter (yes they did). When they filled the car and started it, there was one five quart oil mess. And they had to pay for clean up and repair of the car. Luckily, it was not mine. So, bad support can happen anywhere. James McKenzie From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Sanford, ClaireSent: Thursday, July 13, 2006 8:19 AMTo: arslist@ARSLIST.ORGSubject: Re: OT - BMC-Remedy Tech Support Rant ** James, The resolution to my first problem was to check a box on install. It took them 5 days to get me that They had all my logs. They has screen shots. I don't contact support "lightly" when I contact them, I send them everything they need up front! In the past, I have been one of the most vocal supporters of Remedy Tech Support. Hey! I said it was a Rant! From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of McKenzie, James J C-E LCMC HQISEC/L3Sent: Thursday, July 13, 2006 10:14 AMTo: arslist@ARSLIST.ORGSubject: Re: OT - BMC-Remedy Tech Support Rant ** Claire: I would offer that strong cup of coffee, but it would be very cold by the time it gets to you. BTW, if you think that BMC is not working your issue just because you don't have a support tech on the phone, you would be sadly mistaken. I've received e-mails that were sent out at 2 a.m. James McKenzie -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Sanford, Claire Sent: Thursday, July 13, 2006 7:53 AM To: arslist@ARSLIST.ORG Subject: Re: OT - BMC-Remedy Tech Support Rant I was always under the impression that support was going "follow the sun". Guess not! Heck, if smaller business that are not international can provide 24/7 support, at a reasonable cost, you have to wonder why major international corporations can't. Very interesting... And probably a coincidence, 10 minutes after my post hit the list, I had a response from someone in Tech Support for my new ticket. PS. Thanks Kim for calling and calming me! :) I'm going to go get a nice strong cup of coffee. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Tim Button Sent: Thursday, July 13, 2006 9:43 AM To: arslist@ARSLIST.ORG Subject: Re: OT - BMC-Remedy Tech Support Rant So the question is...why can I not get 24x7 support now? I hate to beat that drum once a year, but for what we pay for support, and they outsource that support around the world, would it not be a good time to finally make this 24x7? Timothy Button Remedy Systems Consultant [EMAIL PROTECTED] From: "Sanford, Claire" [EMAIL PROTECTED] Reply-To: arslist@ARSLIST.ORG To: arslist@ARSLIST.ORG Subject: OT - BMC-Remedy Tech Support Rant Date: Thu, 13 Jul 2006 09:05:39 -0500 MIME-Version: 1.0 Received: from listserv.rbugs.com ([69.90.217.26]) by bay0-mc3-f19.bay0.hotmail.com with Microsoft SMTPSVC(6.0.3790.2444); Thu, 13 Jul 2006 07:06:08 -0700 Received: from RBUGS ([69.90.217.26]) by listserv.rbugs.com with Microsoft SMTPSVC(6.0.3790.1830); Thu, 13 Jul 2006 10:04:12 -0400 Received: by LISTSERV.RBUGS.COM (LISTSERV-TCP/IP release 14.4) with spool id 1181943 for [EMAIL PROTECTED]; Thu, 13 Jul 2006 10:03:50 -0400 Received: from 198.22.21.73 by LISTSERV.RBUGS.COM (SMTPL release 1.0i) with TCP; Thu, 13 Jul 2006 10:03:50 -0400 Received: from zix2.mhhs.org (ZixVPM [127.0.0.1]) by Outbound.mhhs.org (Proprietary) with ESMTP id D90674BE20 for arslist@ARSLIST.ORG; Thu, 13 Jul 2006 09:05:41 -0500 (CDT) Received: from viruswall2.mhhs.org (unknown [198.22.22.40]) by zix2.mhhs.org (Proprietary) with ESMTP id C2CA34BE29 for arslist@ARSLIST.ORG; Thu, 13 Jul 2006 09:05:40 -0500 (CDT) Received: from exdmzfe1.mh.org ([198.22.22.41]) by viruswall2.mhhs.org with InterScan Messaging Security Suite; Thu, 13 Jul 2006 09:05:40 -0500 Received: from EXCH2.mh.org ([10.9.0.107]) by exdmzfe1.mh.org with Microsoft SMTPSVC(6.0.3790.1830); Thu, 13 Jul 2006 09:05:39 -0500 X-Message-Info: LsUYwwHHNt3bq4WMPMMvqWZiwvRwEQSvr6w1d9S5E5s= X-MimeOLE: Produced By Microsoft Exchange V6.5 Content-class: urn:content-classes:message X-MS-Has-Attach: X-MS-TNEF-Correlator: Thread-Topic: OT - BMC-Remedy Tech Support Rant Thread-Index: AcameyTMfJh1cjk9SRu4KNyBk0V6dAACZQVw X-OriginalArrivalTime: 13 Jul 2006 14:05:39.0453 (UTC) FILETIME=[6BB51AD0:01C6A685] Newsgroups: public.remedy.arsystem.general Precedence: list Return-Path: [EMAIL PROTECTED] OK, if you live in India or work in the same time zone it is
Re: OT - BMC-Remedy Tech Support Rant
Lets just call this what it isIn some form or fashion, we ALL are support providers in some way; therefore, we are probably much harder as a group on support. Its not easy for a first line support person to field our calls (particularly since we usually know what tier the issue needs to go to already) Timothy Button Remedy Systems Consultant [EMAIL PROTECTED] From: McKenzie, James J C-E LCMC HQISEC/L3 [EMAIL PROTECTED] Reply-To: arslist@ARSLIST.ORG To: arslist@ARSLIST.ORG Subject: Re: OT - BMC-Remedy Tech Support Rant Date: Thu, 13 Jul 2006 08:30:00 -0700 MIME-Version: 1.0 Received: from listserv.rbugs.com ([69.90.217.26]) by bay0-mc4-f1.bay0.hotmail.com with Microsoft SMTPSVC(6.0.3790.2444); Thu, 13 Jul 2006 08:31:30 -0700 Received: from RBUGS ([69.90.217.26]) by listserv.rbugs.com with Microsoft SMTPSVC(6.0.3790.1830); Thu, 13 Jul 2006 11:28:33 -0400 Received: by LISTSERV.RBUGS.COM (LISTSERV-TCP/IP release 14.4) with spool id 1184127 for [EMAIL PROTECTED]; Thu, 13 Jul 2006 11:28:17 -0400 Received: from 137.80.60.22 by LISTSERV.RBUGS.COM (SMTPL release 1.0i) with TCP; Thu, 13 Jul 2006 11:28:16 -0400 Received: by isecmail2.hqisec.army.mil with Internet Mail Service (5.5.2657.72) id NC1RYGCM; Thu, 13 Jul 2006 08:30:08 -0700 X-Message-Info: LsUYwwHHNt12tECMF2f+xq/Mo1IZn96zitXR0PY+OpU= X-Mailer: Internet Mail Service (5.5.2657.72) Newsgroups: public.remedy.arsystem.general Precedence: list Return-Path: [EMAIL PROTECTED] X-OriginalArrivalTime: 13 Jul 2006 15:28:33.0852 (UTC) FILETIME=[00AE27C0:01C6A691] Claire: We do run into a bad support tech every once in a while. I went to the same oil change place for a long time. One time they forgot to tighten the oil plug and I lost two quarts of oil before I realized that there was a major oil leak. One time they forgot to put on the filter (yes they did). When they filled the car and started it, there was one five quart oil mess. And they had to pay for clean up and repair of the car. Luckily, it was not mine. So, bad support can happen anywhere. James McKenzie _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Sanford, Claire Sent: Thursday, July 13, 2006 8:19 AM To: arslist@ARSLIST.ORG Subject: Re: OT - BMC-Remedy Tech Support Rant ** James, The resolution to my first problem was to check a box on install. It took them 5 days to get me that They had all my logs. They has screen shots. I don't contact support lightly when I contact them, I send them everything they need up front! In the past, I have been one of the most vocal supporters of Remedy Tech Support. Hey! I said it was a Rant! _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of McKenzie, James J C-E LCMC HQISEC/L3 Sent: Thursday, July 13, 2006 10:14 AM To: arslist@ARSLIST.ORG Subject: Re: OT - BMC-Remedy Tech Support Rant ** Claire: I would offer that strong cup of coffee, but it would be very cold by the time it gets to you. BTW, if you think that BMC is not working your issue just because you don't have a support tech on the phone, you would be sadly mistaken. I've received e-mails that were sent out at 2 a.m. James McKenzie -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG mailto:arslist@ARSLIST.ORG ] On Behalf Of Sanford, Claire Sent: Thursday, July 13, 2006 7:53 AM To: arslist@ARSLIST.ORG Subject: Re: OT - BMC-Remedy Tech Support Rant I was always under the impression that support was going follow the sun. Guess not! Heck, if smaller business that are not international can provide 24/7 support, at a reasonable cost, you have to wonder why major international corporations can't. Very interesting... And probably a coincidence, 10 minutes after my post hit the list, I had a response from someone in Tech Support for my new ticket. PS. Thanks Kim for calling and calming me! :) I'm going to go get a nice strong cup of coffee. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG mailto:arslist@ARSLIST.ORG ] On Behalf Of Tim Button Sent: Thursday, July 13, 2006 9:43 AM To: arslist@ARSLIST.ORG Subject: Re: OT - BMC-Remedy Tech Support Rant So the question is...why can I not get 24x7 support now? I hate to beat that drum once a year, but for what we pay for support, and they outsource that support around the world, would it not be a good time to finally make this 24x7? Timothy Button Remedy Systems Consultant [EMAIL PROTECTED] From: Sanford, Claire [EMAIL PROTECTED] Reply-To: arslist@ARSLIST.ORG To: arslist@ARSLIST.ORG Subject: OT - BMC-Remedy Tech Support Rant Date: Thu, 13 Jul 2006 09:05:39 -0500 MIME-Version: 1.0 Received: from listserv.rbugs.com ([69.90.217.26]) by bay0-mc3-f19.bay0.hotmail.com with Microsoft SMTPSVC(6.0.3790.2444); Thu, 13 Jul 2006 07:06:08
Re: OT - BMC-Remedy Tech Support Rant
You know, I'm glad that technically, 24x7 support is available, but I'd love to hear from someone that they received support from the overseas support centers that even resembled in quality that which we usually get from the mother ship. My own experiences haven't been that positive, but I don't want to assume that's the norm without further input. Rick From: Action Request System discussion list(ARSList) on behalf of Sanford, Claire Sent: Thu 7/13/2006 8:16 AM To: arslist@ARSLIST.ORG Subject: Re: OT - BMC-Remedy Tech Support Rant ** James, I pay over 63K a year. Sure that includes upgrades to software and patches and technical support. It is also basic support. We had express and (small brag) because I called for support so infrequently, it was determined that we could save money and do with the Basic plan. I am also in the Healthcare industry... where we bill $100 and get reimbursed by the government $25.00 so tell me where the value in that is??? You get what you pay for is a tired and way over used cliché! From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of McKenzie, James J C-E LCMC HQISEC/L3 Sent: Thursday, July 13, 2006 10:12 AM To: arslist@ARSLIST.ORG Subject: Re: OT - BMC-Remedy Tech Support Rant ** Tim: What level of support are you paying for? If it is Express or higher, you have it. Basic is Prime Period Maintenance. And support is changing at BMC. To put it another way, you get what you pay for. James McKenzie -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Tim Button Sent: Thursday, July 13, 2006 7:43 AM To: arslist@ARSLIST.ORG Subject: Re: OT - BMC-Remedy Tech Support Rant So the question is...why can I not get 24x7 support now? I hate to beat that drum once a year, but for what we pay for support, and they outsource that support around the world, would it not be a good time to finally make this 24x7? Timothy Button Remedy Systems Consultant [EMAIL PROTECTED] From: Sanford, Claire [EMAIL PROTECTED] Reply-To: arslist@ARSLIST.ORG To: arslist@ARSLIST.ORG Subject: OT - BMC-Remedy Tech Support Rant Date: Thu, 13 Jul 2006 09:05:39 -0500 MIME-Version: 1.0 Received: from listserv.rbugs.com ([69.90.217.26]) by bay0-mc3-f19.bay0.hotmail.com with Microsoft SMTPSVC(6.0.3790.2444); Thu, 13 Jul 2006 07:06:08 -0700 Received: from RBUGS ([69.90.217.26]) by listserv.rbugs.com with Microsoft SMTPSVC(6.0.3790.1830); Thu, 13 Jul 2006 10:04:12 -0400 Received: by LISTSERV.RBUGS.COM (LISTSERV-TCP/IP release 14.4) with spool id 1181943 for [EMAIL PROTECTED]; Thu, 13 Jul 2006 10:03:50 -0400 Received: from 198.22.21.73 by LISTSERV.RBUGS.COM (SMTPL release 1.0i) with TCP; Thu, 13 Jul 2006 10:03:50 -0400 Received: from zix2.mhhs.org (ZixVPM [127.0.0.1]) by Outbound.mhhs.org (Proprietary) with ESMTP id D90674BE20 for arslist@ARSLIST.ORG; Thu, 13 Jul 2006 09:05:41 -0500 (CDT) Received: from viruswall2.mhhs.org (unknown [198.22.22.40]) by zix2.mhhs.org (Proprietary) with ESMTP id C2CA34BE29 for arslist@ARSLIST.ORG; Thu, 13 Jul 2006 09:05:40 -0500 (CDT) Received: from exdmzfe1.mh.org ([198.22.22.41]) by viruswall2.mhhs.org with InterScan Messaging Security Suite; Thu, 13 Jul 2006 09:05:40 -0500 Received: from EXCH2.mh.org ([10.9.0.107]) by exdmzfe1.mh.org with Microsoft SMTPSVC(6.0.3790.1830); Thu, 13 Jul 2006 09:05:39 -0500 X-Message-Info: LsUYwwHHNt3bq4WMPMMvqWZiwvRwEQSvr6w1d9S5E5s= X-MimeOLE: Produced By Microsoft Exchange V6.5 Content-class: urn:content-classes:message X-MS-Has-Attach: X-MS-TNEF-Correlator: Thread-Topic: OT - BMC-Remedy Tech Support Rant Thread-Index: AcameyTMfJh1cjk9SRu4KNyBk0V6dAACZQVw X-OriginalArrivalTime: 13 Jul 2006 14:05:39.0453 (UTC) FILETIME=[6BB51AD0:01C6A685] Newsgroups: public.remedy.arsystem.general Precedence: list Return-Path: [EMAIL PROTECTED] OK, if you live in India or work in the same time zone it is great... But for those of us that live in the US, getting an answer at 3:25AM, 4:34 AM and 5:19AM does not work! This is the most frustrating thing I have experienced with Remedy ever! Gr Outsourcing is BS! Sure they are (the tech support staff) less costly, so the profit goes up, but is the customer happy and satisfied with the support? NO! Will the customer be happy and satisfied with the support next time someone asks them, probably not! Claire grumpy today Sanford ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org
Re: OT - BMC-Remedy Tech Support Rant
** Well, I'll chime in here. I have dealt with overseas from time to time (not very recently though). The last time I did, it was a licensing issue and I was dealing with a malaysian support center. The lady was VERY helpful and very quick. That being said. In the last couple of years, I have noticed a steady slide in support from BMC. It is no where near what used to expect in the days of Remedy (pre dead bird). That is not to say that I have not had good experiences (yay Bamba!). Nor have a majority of my experiences been bad. They have however been mediocre. And that is with the US call centers. Moving support to a global effort is not neccesarily a bad idea. It's how you approach it. What many companies have experienced is due to a number of things. Poor planning when preparing to switch, and a lack of commitment by the company contracted to do the work. (Dell I believe made both of these mistakes). Recently, I received a call from an Indian Call Center that is contracted with my mortgage bank (Countrywide). They thought that I had not payed my mortgage. (I had). Thanks to the Internet, I was able to pull up my records and see that the payment had been submitted, but that the bank had accidently put against principal and not the June payment (it arrived 5/29). Since this had happened before, I knew what the situation was. However, the woman on the other end refused to listen. she just kept repeating her lines over and over. It wasn't until I demanded a US based manager that I got it straightened out. Bottom line, if your looking to save a few bucks, and you do it wrong, your going to lose so much more in customer good feeling On 7/13/06, Rick Cook [EMAIL PROTECTED] wrote: You know, I'm glad that technically, 24x7 support is available, but I'd love to hear from someone that they received support from the overseas support centers that even resembled in quality that which we usually get from the mother ship. My own experiences haven't been that positive, but I don't want to assume that's the norm without further input.RickFrom: Action Request System discussion list(ARSList) on behalf of Sanford, Claire Sent: Thu 7/13/2006 8:16 AMTo: arslist@ARSLIST.ORGSubject: Re: OT - BMC-Remedy Tech Support Rant**James,I pay over 63K a year.Sure that includes upgrades to software and patches and technical support.It is also basic support.We had express and (small brag) because I called for support so infrequently, it was determined that we could save money and do with the Basic plan. I am also in the Healthcare industry... where we bill $100 and get reimbursed by the government $25.00 so tell me where the value in that is???You get what you pay for is a tired and way over used cliché! From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of McKenzie, James J C-E LCMC HQISEC/L3 Sent: Thursday, July 13, 2006 10:12 AMTo: arslist@ARSLIST.ORGSubject: Re: OT - BMC-Remedy Tech Support Rant**Tim:What level of support are you paying for?If it is Express or higher, you have it.Basic is Prime Period Maintenance.And support is changing at BMC. To put it another way, you get what you pay for.James McKenzie-Original Message-From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG ] On Behalf Of Tim ButtonSent: Thursday, July 13, 2006 7:43 AMTo: arslist@ARSLIST.ORGSubject: Re: OT - BMC-Remedy Tech Support RantSo the question is...why can I not get 24x7 support now? I hate to beat that drum once a year, but for what we pay for support, and they outsource that support around the world, would it not be a good time to finally make this 24x7? Timothy ButtonRemedy Systems Consultant[EMAIL PROTECTED]From: Sanford, Claire [EMAIL PROTECTED]Reply-To: arslist@ARSLIST.ORGTo: arslist@ARSLIST.ORGSubject: OT - BMC-Remedy Tech Support Rant Date: Thu, 13 Jul 2006 09:05:39 -0500MIME-Version: 1.0Received: from listserv.rbugs.com ([69.90.217.26]) by bay0-mc3-f19.bay0.hotmail.com with Microsoft SMTPSVC(6.0.3790.2444);Thu,13 Jul 2006 07:06:08 -0700Received: from RBUGS ([69.90.217.26]) by listserv.rbugs.com withMicrosoft SMTPSVC(6.0.3790.1830); Thu, 13 Jul 2006 10:04:12 -0400Received: by LISTSERV.RBUGS.COM (LISTSERV-TCP/IP release 14.4) with spool id1181943 for [EMAIL PROTECTED]; Thu, 13 Jul 200610:03:50-0400Received: from 198.22.21.73 by LISTSERV.RBUGS.COM (SMTPL release 1.0i) withTCP; Thu, 13 Jul 2006 10:03:50 -0400Received: from zix2.mhhs.org (ZixVPM [ 127.0.0.1]) by Outbound.mhhs.org (Proprietary) with ESMTP id D90674BE20 for arslist@ARSLIST.ORG ; Thu, 13 Jul 2006 09:05:41 -0500 (CDT)Received: from viruswall2.mhhs.org (unknown [198.22.22.40]) by zix2.mhhs.org(Proprietary) with ESMTP id C2CA34BE29 forarslist@ARSLIST.ORG;Thu, 13 Jul 2006 09:05:40 -0500 (CDT)Received: from exdmzfe1.mh.org ([198.22.22.41]) by viruswall2.mhhs.org withInterScan Messaging Security Suite; Thu, 13 Jul 2006 09:05:40 -0500Received
Re: OT - BMC-Remedy Tech Support Rant
** Many companies are beginning to realize the true cost of outsourcing, Warren. Add to lost customers the fact that the choice is now becoming going with nations just beginning to really do outsourcing(like Malaysia, Ireland, etc.) at a low cost, or paying more for more established outsourcing centers like India. When comparing the total cost of providing that service, factoring in the cost in lost customers due to problems like you mentioned, many companies aren't seeing an acceptable ROI to outsourcing at all, and some have begun to reverse that trend. I recently had a problem with my daughter's HP laptop, and after my experience with their service department left me unsatisfied, I asked for an escalation contact. The guy I was referred to spoke with an obvious Indian accent (I was workingat a company with lots of them at the time, so I recognized it easily), but said his name was Brian. Right. After I explained the problem to "Brian", and what I needed him to do to correct it, he explained that he was powerless to do anything. I verified that I was talking to the correct person in the correct role, but he seemed to think that his role was to be a customer "service" dead-end, so he refused to do anything but listen to me. Last HP product I'll buy until they understand customer service as a concept... So, at least Remedy Support has never beenTHAT bad. :) And I agree about Bamba - he may not be the most knowledgable person they have, but he busts his butt every time, and I appreciate that. Rick From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Warren BaltimoreSent: Thursday, July 13, 2006 10:41 AMTo: arslist@ARSLIST.ORGSubject: Re: OT - BMC-Remedy Tech Support Rant ** Well, I'll chime in here. I have dealt with overseas from time to time (not very recently though). The last time I did, it was a licensing issue and I was dealing with a malaysian support center. The lady was VERY helpful and very quick. That being said. In the last couple of years, I have noticed a steady slide in support from BMC. It is no where near what used to expect in the days of Remedy (pre dead bird). That is not to say that I have not had good experiences (yay Bamba!). Nor have a majority of my experiences been "bad". They have however been mediocre. And that is with the US call centers. Moving support to a global effort is not neccesarily a bad idea. It's how you approach it. What many companies have experienced is due to a number of things. Poor planning when preparing to switch, and a lack of commitment by the company contracted to do the work. (Dell I believe made both of these mistakes). Recently, I received a call from an Indian Call Center that is contracted with my mortgage bank (Countrywide). They thought that I had not payed my mortgage. (I had). Thanks to the Internet, I was able to pull up my records and see that the payment had been submitted, but that the bank had accidently put against principal and not the June payment (it arrived 5/29). Since this had happened before, I knew what the situation was. However, the woman on the other end refused to listen. she just kept repeating her lines over and over. It wasn't until I demanded a US based manager that I got it straightened out. Bottom line, if your looking to save a few bucks, and you do it wrong, your going to lose so much more in customer good feeling On 7/13/06, Rick Cook [EMAIL PROTECTED] wrote: You know, I'm glad that technically, 24x7 support is available, but I'd love to hear from someone that they received support from the overseas support centers that even resembled in quality that which we usually get from the mother ship. My own experiences haven't been that positive, but I don't want to assume that's the norm without further input.RickFrom: Action Request System discussion list(ARSList) on behalf of Sanford, Claire Sent: Thu 7/13/2006 8:16 AMTo: arslist@ARSLIST.ORGSubject: Re: OT - BMC-Remedy Tech Support Rant**James,I pay over 63K a year.Sure that includes upgrades to software and patches and technical support.It is also basic support.We had express and (small brag) because I called for support so infrequently, it was determined that we could save money and do with the Basic plan. I am also in the Healthcare industry... where we bill $100 and get reimbursed by the government $25.00 so tell me where the value in that is???"You get what you pay for" is a tired and way over used cliché! From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of McKenzie, James J C-E LCMC HQISEC/L3Sent: Thursday, July 13, 2006 10:12 AMTo: arslist@ARSLIST.ORGSubject: Re: OT - BMC-Remedy Tech Support Rant**Tim:What level of support are you paying for?If it is
Re: OT - BMC-Remedy Tech Support Rant
Title: RE: OT - BMC-Remedy Tech Support Rant ** Warren: I agree with your comment on Bamba...One who actually will bust their butt to keep you happy. Same with Alfred. As to Countrywide, I always dealt with the local office. I told them that was their area. Either they fix it or my business (and loan) go elsewhere. Since I was on a VA loan, they were very friendly (yes, you can get them removed and quickly.) James McKenzie From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Warren Baltimore Sent: Thursday, July 13, 2006 10:41 AM To: arslist@ARSLIST.ORG Subject: Re: OT - BMC-Remedy Tech Support Rant ** Well, I'll chime in here. I have dealt with overseas from time to time (not very recently though). The last time I did, it was a licensing issue and I was dealing with a malaysian support center. The lady was VERY helpful and very quick. That being said. In the last couple of years, I have noticed a steady slide in support from BMC. It is no where near what used to expect in the days of Remedy (pre dead bird). That is not to say that I have not had good experiences (yay Bamba!). Nor have a majority of my experiences been bad. They have however been mediocre. And that is with the US call centers. Moving support to a global effort is not neccesarily a bad idea. It's how you approach it. What many companies have experienced is due to a number of things. Poor planning when preparing to switch, and a lack of commitment by the company contracted to do the work. (Dell I believe made both of these mistakes). Recently, I received a call from an Indian Call Center that is contracted with my mortgage bank (Countrywide). They thought that I had not payed my mortgage. (I had). Thanks to the Internet, I was able to pull up my records and see that the payment had been submitted, but that the bank had accidently put against principal and not the June payment (it arrived 5/29). Since this had happened before, I knew what the situation was. However, the woman on the other end refused to listen. she just kept repeating her lines over and over. It wasn't until I demanded a US based manager that I got it straightened out. Bottom line, if your looking to save a few bucks, and you do it wrong, your going to lose so much more in customer good feeling On 7/13/06, Rick Cook [EMAIL PROTECTED] wrote: You know, I'm glad that technically, 24x7 support is available, but I'd love to hear from someone that they received support from the overseas support centers that even resembled in quality that which we usually get from the mother ship. My own experiences haven't been that positive, but I don't want to assume that's the norm without further input. Rick From: Action Request System discussion list(ARSList) on behalf of Sanford, Claire Sent: Thu 7/13/2006 8:16 AM To: arslist@ARSLIST.ORG Subject: Re: OT - BMC-Remedy Tech Support Rant ** James, I pay over 63K a year. Sure that includes upgrades to software and patches and technical support. It is also basic support. We had express and (small brag) because I called for support so infrequently, it was determined that we could save money and do with the Basic plan. I am also in the Healthcare industry... where we bill $100 and get reimbursed by the government $25.00 so tell me where the value in that is??? You get what you pay for is a tired and way over used cliché! From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of McKenzie, James J C-E LCMC HQISEC/L3 Sent: Thursday, July 13, 2006 10:12 AM To: arslist@ARSLIST.ORG Subject: Re: OT - BMC-Remedy Tech Support Rant ** Tim: What level of support are you paying for? If it is Express or higher, you have it. Basic is Prime Period Maintenance. And support is changing at BMC. To put it another way, you get what you pay for. James McKenzie -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG ] On Behalf Of Tim Button Sent: Thursday, July 13, 2006 7:43 AM To: arslist@ARSLIST.ORG Subject: Re: OT - BMC-Remedy Tech Support Rant So the question is...why can I not get 24x7 support now? I hate to beat that drum once a year, but for what we pay for support, and they outsource that support around the world, would it not be a good time to finally make this 24x7? Timothy Button Remedy Systems Consultant [EMAIL PROTECTED] From: Sanford, Claire [EMAIL PROTECTED] mailto:[EMAIL PROTECTED] Reply-To: arslist@ARSLIST.ORG To: arslist@ARSLIST.ORG Subject: OT - BMC-Remedy Tech Support Rant Date: Thu, 13 Jul 2006 09:05:39 -0500 MIME-Version: 1.0 Received: from listserv.rbugs.com ([69.90.217.26]) by bay0-mc3-f19.bay0.hotmail.com http://bay0-mc3-f19.bay0.hotmail.com with Microsoft SMTPSVC(6.0.3790.2444
Re: OT - BMC-Remedy Tech Support Rant
Tom: I agree, we need to smarten our students, not dumb them down. This means creating CHALLANGING classes, not something that our education system is ready for. I know of several families that home school and their children constantly score in the top decile. Something to think about? This makes it harder for companies like BMC (and call center companies like TeleTech) to find a qualified staff that will work for world competive wages. This is definately not BMCs fault but ours for not making the Bored of Edjamckachun do their job. BTW, I am a Regent's graduate and I had to pass ALL of my tests with at least a 65. I would raise the average to 70 and tell the students that in the real world you don't get by if you are 'stupid'. And don't get me started on that line (why we don't tell our kids why they are so dumb.) James Mckenzie As usual, these are MY opinions, all rights reserved. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Thomas Altamore Sent: Thursday, July 13, 2006 11:38 AM To: arslist@ARSLIST.ORG Subject: Re: OT - BMC-Remedy Tech Support Rant ** James, Bamba is definitely someone who will go the extra mile. But I still find that most every support person some kind of accent. Maybe its because I speak in my native Brooklynese. All kidding aside, it bothers me that in some of these posts I am seeing references to accents and money. I think that the truest nature of the problem is being avoided. Its not so much that its all that cheaper, in fact its not, and in most cases outsourcing hurts the company both financially and professionally. But what are they to do? After all, we have been producing almost illiterate high-school and college students in this country. In fact just recentlt in NY State, the Regents Diploma requirements are going to be dumbed down yet again. The propsal is now that instead of passing all subjects with the abysmal 65%, it is proposed that students should only have to pass 5 out of 8 tests. Oh yes and passing would be 55%. The fact is that Dublin has an eager and well educated work force eager for jobs, and they speak proper English... much like in India. Maybe NY's Bored of Edjamuckahun could learn something from them, and its not just NY, its a national problem. OK thats' my rant for today, why should Claire have all the fun. Best Regards, Tom [EMAIL PROTECTED] 07/13/06 2:13 PM ** Warren: I agree with your comment on Bamba...One who actually will bust their butt to keep you happy. Same with Alfred. As to Countrywide, I always dealt with the local office. I told them that was their area. Either they fix it or my business (and loan) go elsewhere. Since I was on a VA loan, they were very friendly (yes, you can get them removed and quickly.) James McKenzie From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Warren Baltimore Sent: Thursday, July 13, 2006 10:41 AM To: arslist@ARSLIST.ORG Subject: Re: OT - BMC-Remedy Tech Support Rant ** Well, I'll chime in here. I have dealt with overseas from time to time (not very recently though). The last time I did, it was a licensing issue and I was dealing with a malaysian support center. The lady was VERY helpful and very quick. That being said. In the last couple of years, I have noticed a steady slide in support from BMC. It is no where near what used to expect in the days of Remedy (pre dead bird). That is not to say that I have not had good experiences (yay Bamba!). Nor have a majority of my experiences been bad. They have however been mediocre. And that is with the US call centers. Moving support to a global effort is not neccesarily a bad idea. It's how you approach it. What many companies have experienced is due to a number of things. Poor planning when preparing to switch, and a lack of commitment by the company contracted to do the work. (Dell I believe made both of these mistakes). Recently, I received a call from an Indian Call Center that is contracted with my mortgage bank (Countrywide). They thought that I had not payed my mortgage. (I had). Thanks to the Internet, I was able to pull up my records and see that the payment had been submitted, but that the bank had accidently put against principal and not the June payment (it arrived 5/29). Since this had happened before, I knew what the situation was. However, the woman on the other end refused to listen. she just kept repeating her lines over and over. It wasn't until I demanded a US based manager that I got it straightened out. Bottom line, if your looking to save a few bucks, and you do it wrong, your going to lose so much more in customer good feeling On 7/13/06, Rick Cook [EMAIL PROTECTED] wrote: You know, I'm glad that technically, 24x7 support is available, but I'd love to hear from someone
