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 t
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
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
se 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
Title: 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
] On Behalf Of Rick Cook
Sent: Thursday, July 13, 2006 11:00 AM
To: arslist@ARSLIST.ORG
Subject: 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
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
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
27;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.
Title: RE: WAY OT - BMC-Remedy Tech Support Rant
**
Strauss:
In the FREEZER! You should be ashamedI prefer my
expresso pure (excepting the occassional shot of pure chocolate sauce...)
Yes, I'm real fun to deal with after a douplo with two shots of chocolate and a
cup of whipped
Title: RE: WAY OT - BMC-Remedy Tech Support Rant
**
Check that on the venting. Where else but the
ARSLIST...
Maybe we should keep the Drambuie pure, although I always
cut it with some Glenlivet that I keep in the freezer.
Christopher Strauss, MSLSRemedy Database
AdministratorUniversity of
Title: RE: WAY OT - BMC-Remedy Tech Support Rant
**
Strauss:
Please, noKeep the Expresso pure! :-)
BTW, this is a great venue to vent your frustrations
James McKenzie
-Original Message-
From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG
lto:[EMAIL PROTECTED] On Behalf Of Sanford, Claire
Sent: Thursday, July 13, 2006 10:19 AM
To: arslist@ARSLIST.ORG
Subject: Re: OT - BMC-Remedy Tech Support Rant
No! Full blown espresso! Double shot in a big cup so I could add lots
of milk!
-Original Message-
From: Action Request System discu
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 Supp
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 J
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
Title: RE: OT - BMC-Remedy Tech Support Rant
**
One duplo with latte coming right up!
Actually, Clarie you are after my own heart..(and I'll take mine with a large shot of whipped cream, caramel and chocolate syrup, and I get it this way every Saturday.) And NOT STARBUCKS
Title: RE: OT - BMC-Remedy Tech Support Rant
**
Claire:
I could say this and really mean it. You play a small
price for what you get. I pay almost the same amount for a DEVELOPMENT
system (and that is all it is used for.) There are customers that play
almost a million for support from
: 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
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
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
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
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 mis
Title: 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
ist(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
finally make this 24x7?Timothy ButtonRemedy 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-Vers
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
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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
ARSLIST.ORG
Subject: 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
**
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
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 te
**
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 ca
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 a
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