I believe address for Georgeann is [EMAIL PROTECTED], if that's who
you're trying to contact..
___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers
The director of Technical Support is Jayanthi Shankar.
[EMAIL PROTECTED]
Charles Roth
Sealed Air Corporation
Office (864) 433-2429
Cell (864) 431-2961
___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
All,
Georgeann left some time ago. I am not sure who is the overall director.
Howard
On Mar 14, 2007 3:53 PM, Julie Kanakanui [EMAIL PROTECTED] wrote:
I believe address for Georgeann is [EMAIL PROTECTED], if that's who
you're trying to contact..
yes... I agree with Charles, it is J Shankar([EMAIL PROTECTED])
On Nov 15, 2007 6:54 PM, Howard Richter [EMAIL PROTECTED] wrote:
All,
Georgeann left some time ago. I am not sure who is the overall director.
Howard
On Mar 14, 2007 3:53 PM, Julie Kanakanui [EMAIL PROTECTED] wrote:
I
So can BMC put their tickets in a Status Pending with a Pending Reason
We Don't Care?
I find it annoying myself when we have certain tickets and you don't
hear from the Support rep for some time and that you send emails asking
for updates but just because the ticket is in a Pending status they
That is unacceptable. I would consider other partner support rather
than BMC and say to BMC closer to your support contract renewal that you
are looking elsewhere for support.
Thanks
Peter Lammey
ESPN MIT Technical Services Applications Management
860-766-4761
-Original Message-
From:
Wow, still no response. I wonder what would happen if our helpdesk
people had this response time? Four days and I've not even had them
suggest anything!
-Original Message-
From: Opela, Gary L Contr OC-ALC/ITMA
Sent: Thursday, March 15, 2007 2:06 PM
To: 'arslist@ARSLIST.ORG'
Subject:
Whats your support level? Fast Track? Continuous?
Thanks
Peter Lammey
ESPN MIT Technical Services Applications Management
860-766-4761
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Opela, Gary L Contr
OC-ALC/ITMA
Fast Track.. Does that mean 1 week response time?
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Lammey, Peter A.
Sent: Friday, March 16, 2007 2:15 PM
To: arslist@ARSLIST.ORG
Subject: Re: Who's in charge of support at BMC?
Hours of Operation:
Local Business Hours
12 hours x 5 days
(Excludes published holidays)
Initial Response Goals:
S1 = 1 Business Hour
S2 = 4 Business Hours
S3 = 8 Business Hours
S4 = 12 Business Hours
Always check the status of your tickets. If it gets slipped into
pending, it will sit there
Bing,
I appreciate the offer for special assistance. ( You will likely not
be surprised to know that you are actually not the first member of
this community to offer such help. Have I mentioned lately that this
is the best group of co-workers that I have ever had the pleasure of
working with? )
I'm right there with you, Matt. If making noise will help, I'll make some,
too. More than likely, though, BMC will need to see a financial impact
before they change behavior.
I have very similar experiences with support as you and others have
described. It's become routine. Entry-level
**
Matt White Wrote:
I have very similar experiences with
support as you and others have
described. It's become routine. Entry-level support person asking
rudimentary, unrelated questions, usually in broken English, demonstrating
little/no understanding of the issue itself. Repeated
UNCLASSIFIED
This has been going on long enough. There seems to be a lack of planning
and stakeholder analysis. Perhaps the time is right for a signed
petition listing the issues, demanding change and requiring that BMC
address the problems at RUG.
What a painful post. It's right there with
The only thoughts I can add have to do with the irony of the whole thing. Can
it really be that the company that sell the premier help desk application can't
provide decent customer support? I mean, it just seems like yesterday that
BMC/Remedy marketing was telling us how customer support
Everone,
I know that my support experiences are not the norm at BMC. I know
that we all pay large amounts in maintenance and support and then a
premium for Enterprise support. I also know that using the normal
support channels can be non-productive and frustrating.
All this being said, If your
I bet if I took a show of hands as to who was happy with Remedy engineering
and support right now, it would be a small minority - no surprise there.
Would it also be a minority of those who could say their BMC sales rep is
either unknown to them or ineffective in serving them?
Houston - YOU have
Folks,
At the risk of being a me too posting
ME TOO!!!
Support bites these days. Not that there are some shining stars out there,
but the overall support process is a total wreck.
Is BMC trying to smother the baby in the crib?
I'll be glad to add my name to any complaint.
Well, I think you mix things up...
BMC right now sells C-Level-Out-Of-The-Box-Tools. I.e. that they address
deciders and not those guys that have something irrelevant as support
problems - as YOU are.
Then again choosing an airline is YOUR personal decision.
Has anybody replaced BMC because of
For the record -
Our sales rep is the best I've dealt with thus far. As for support... well,
they never seem to be able to fix my issues - this could be caused by the
fact that when I have to contact support, I've exhausted every avenue prior
to contacting them and I wind up fixing the issues
FOR OFFICIAL USE ONLY
I agree. My sales reps and sales engineers have been and remain tops.
Today that's Tom Beckett and David Quinn. Thanks fellas!!
Pete
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rob Dudley
Sent:
Some good points Tim. Especially regarding a HD application provider not
being able to provide customer support. A company that is pushing IT Service
Management as a product apparently doesn't have any ITSM internally?
I must admit that I have only talked to support a time or two in recent
However, I would submit to you that eve
Hmmm... You may have a point.
However, I would submit to you that even the quintessential Pointy-Haired Boss
(or simian decider) can understand that something is wrong when his Remedy
administrator tells him that they can't upgrade the server because BMC
Tim, I am being cynical out of despair...
As many participants in this thread show a lack of understanding I recommend
Joel Spolsky excellent AND insightful article:
http://www.joelonsoftware.com/articles/customerservice.html
Ok, that's a small, owner-run, bootstrapping software company. Still a
I seem to recall, two years ago when the RUG (yes it was still the RUG back
then) was in San Jose, that at one meeting with BMC brass there were a large
number of complaints about user support. I remember that they seemed
surprised and that they promised they would look into the issues and
Well, I hope you're in the majority, Peter. I do hear some that aren't as
lucky as you, but was really trying to get an idea of whether it was an
isolated problem or an(other) common one.
Rick
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL
If you can afford it, then I'm sure its greatbut quality should never
depend on
contract level!
Chris
Everone,
I know that my support experiences are not the norm at BMC. I know
that we all pay large amounts in maintenance and support and then a
premium for Enterprise support. I also
I, too, have had mostly good experience with support of the past few years.
However, I have to admit that by the time my customers, BMC support, and I are
all on the same phone call together, we're talking to veteran analysts and
engineers.
I'm just relaying what other people keep telling me.
And, I just received this line from a BMC tech rep concerning an open issue:
snip
Are we able to Close this ticket (the ticket status will not affect the bug
in any way) with the bug attached to it?
/snip
This message only mentioned recording a known bug, and contained no other
I too, am greatly disappointed with the level of support BMC provides:
Remedy Corp really spoiled us.
I have, however, found someone there who actually can do something about it.
The manager of Customer Support is a gentleman named WADE (last name
withheld to protect his family and allow him to
We used to have problems with sales reps several years ago during and shortly
after the Peregrine/BMC transition, but our current and previous account
representatives have been absolutely outstanding. We are currently assigned to
Rick Finkle, and were previously with Lance Haile. Both have
The following is strictly my opinion and they do not reflect the
feelings of my employer
Well, Norm, my process is a little different than yours :)
- you Google or turn to ARSList for help.
- After tons of research, you realize you can't possibly solve the
problem yourself and reluctantly
Ive had many occasions where I had an issue and I submitted the issue to
BMC and ARSList at the same time.
BMC would send a basic response with very little insight and typically
they will suggest patching the server since that patch might include
some fixes that might fix your problem.
Unless it
**
Does anyone know the email address of the person in charge
of support over at BMC?
Thanks,
Scott
__20060125___This posting was submitted with HTML in it___
I believe that would be Georgeanne Beville - her email address should be
buried somewhere in the support site.
Rick
_
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Scott Glass
Sent: Wednesday, March 14, 2007 8:08 AM
To: arslist@ARSLIST.ORG
Scott,
In the past I've escalated through our Sales Rep and they can put me in
contact with the necessary people to get past any issues we were having.
Dave
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Scott Glass
David,
That is strange
I tried that path, (as was suggested by Tech support) on an issue recently.
I tried to escalate the issue on 2/27/2007 to my sales rep. (after a
month of back and forth on the issue and getting nowhere fast.)
I received no response.
So I re-emailed my sales rep
I guess we may be the exception then. I've only needed to invoke this
once since he was assigned to us again. I was contacted by others
within the day.
Robert is was a sales rep under Remedy back before the dark days. For a
period of time we had a different one and he was from the BMC side of
No guarantees but I know some people in Support. What's the issue?
-- Bing
Bradford Bingel (Bing)
ITM3 California
http://www.itm3.com/
[EMAIL PROTECTED] (email)
925-260-6394 (mobile)
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On
39 matches
Mail list logo
