Until it hurts the pocketbook - NOTHING WILL BE DONE!!!. So - question is -- how do you make it hurt the pocketbook?
-John On Tue, Jun 5, 2012 at 8:49 AM, Pierson, Shawn <[email protected]>wrote: > ** > > Perhaps a good alternative would be if BMC somehow made a volunteer-based > support forum that could take the place of their offshore support. They > could somehow anonymize the contact data to where you don’t actually know > who the person you are dealing with is, and they could use this new > gamification trend to pay the volunteers based on what happens.**** > > ** ** > > For example, pay a small fee to people who resolve a certain type of issue > quickly by leveraging the knowledge base. You get paid more if you solve > an issue that isn’t in the knowledge base and you submit a knowledge base > entry that is approved by a BMC technical rep of some sort. Identifying > new defects in the product (also requiring a technical approval) results in > a certain amount of pay, while solving that defect with a working hotfix > results in a larger amount. There would also be customer support surveys > like BMC used to do, which would also be used as a factor in how much the > individual makes (which should also ensure the person working on the issue > is timely and courteous.)**** > > ** ** > > This would allow BMC to mostly get rid of Tier 1 for web-based > non-critical tickets, and it would get them access to better people who may > otherwise have day jobs that just want to solve issues for a bit of extra > cash after hours. ** ** > > ** ** > > Thanks,**** > > ** ** > > *Shawn Pierson * > > Remedy Developer | Energy Transfer**** > > ** ** > > *From:* Action Request System discussion list(ARSList) [mailto: > [email protected]] *On Behalf Of *Warren R. Baltimore II > *Sent:* Tuesday, June 05, 2012 7:43 AM > *To:* [email protected] > *Subject:* Support - An open letter to BMC**** > > ** ** > > ** **** > > Once again, I have submitted a ticket that has an abundance of information > regarding my problem.**** > > **** > > It lists the ARS version and patch**** > > It lists the Server type and OS**** > > It lists the Db and version**** > > It gives a succinct description of the issue**** > > **** > > I then received a response almost 45 minutes later (which I was quite > pleased with! Quick Turn around!)**** > > **** > > After reading the response, I was tempted to buy a ticket to wherever the > hell support was and deliver my feelings in person!**** > > **** > > Response follows:**** > > **** > > *Hi Warren,** > > Thank you for contacting BMC Remedy Support. > > Our goal at BMC is to provide you with an excellent customer service > experience. If for any reason you feel this issue is not progressing > properly, please discuss it with me or feel free to contact our Support > Manager ************* at ************ <************@bmc.com>@bmc.com > > I am ********** and I shall be assisting you with this issue. > > This mail is regarding Issue "ISS03967224"with issue summary as: "I am > unable to search for a join of 3 forms utilizing the Request ID field." > > --------------------------------------------------------- > Thanks for the initial information. > > I tried to call you unfortunately reached VM. > > In order to fully understand the affected environment and narrow down the > possibilities, please address the following for me: > > 1) What is the AR Server version & Patch level? > 2) What is the OS and version that the Remedy environment is installed on? > 3) What database and version does the AR Server use? Is it local or remote > to the AR Server installation? > 4) Have you upgraded your environment? If yes then from which version > please specify? > 5) Have you done any customization? Please explain? > 6) When you are getting the error? > 7) What is the exact error message you are getting > --------------------------------------------------------- > Please send me the information at your earliest, it will help me to > investigate issue further. > > Kindly let me know if you have any concerns on this issue. > > * > My response was blunt:**** > > **** > > *With the exception of question 5, I answered EVERY question in the > ticket. ** > > Question 5: we have not upgraded. > > As to customization, lightly. You will notice that this is a join I built! > ***** > > ___________________________________________**** > > **** > > This has been indicative of support for about the last 6 or so years > (whenever it was off shored). Support techs seem to read from a script. > Based on what I was seeing, I suspect that this particular tech was reading > only the description in a notification and not from the actual support > request.**** > > **** > > I don't think I blame the techs. I suspect that they are all hard working > people who get lousy pay and little training.**** > > **** > > I remember sitting in a hall some years back (San Jose perhaps) and being > told by BMC how it was going to be so wonderful when they offshore > support. All of the domestic support people would be moved to different > parts of the structure to utilize that wonderful institutional knowledge > they had, and the new support staff would be given all the training and > support they needed to maintain a high level of support....**** > > **** > > It hasn't worked out that way. 2 years after BMC pulled the trigger, > support was so bad that I ended up in an hour long phone conversation with > the individual who was tasked with managing that operation (I wish I could > remember his name). I expressed my concerns and found that for the most > part, he agreed with my assessment! The term he used at the time to > describe where BMC had found themselves was that the trigger had been > pulled, the deed was done and there was no going back! So here we are, * > *** > > **** > > I am not saying that every time I have dealt with support that it is > always a disaster, it isn't. As with any organization, there are bright > spots. Every tech I deal with seems to have a genuine desire to help. But > the process does not work, and the knowledge isn't always what it should > be. And (perhaps the biggest sin in my mind), the tool that they should be > using isn't utilized! Why do we take the time to fill out all of the data > in the support request that they request if they are not even going to > bother reading it????**** > > **** > > What's the solution? I'm not sure. But the current system isn't working. > **** > > **** > > Warren R. Baltimore II**** > > Remedy Developer since ARS 3.2**** > > 410-533-5367**** > > _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_ **** > Private and confidential as detailed > here<http://www.sug.com/disclaimers/default.htm#Mail>. > If you cannot access hyperlink, please e-mail sender. > _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_ > -- *John Sundberg* Kinetic Data, Inc. "Your Business. Your Process." *WWRUG10 Best Customer Service/Support Award* *WWRUG09 Innovator of the Year Award* * * 651-556-0930 I [email protected] www.kineticdata.com I community.kineticdata.com _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
