Title: RE: OT - BMC-Remedy Tech Support Rant
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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
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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
Title: RE: OT - BMC-Remedy Tech Support Rant
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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
Title: RE: OT - BMC-Remedy Tech Support Rant
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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
: Re: OT - BMC-Remedy Tech Support Rant
Date: Thu, 13 Jul 2006 10:13:51 -0400
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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
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
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
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
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
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
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
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
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
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
y 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
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
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
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