In the past 3 months there have been MANY changes in the BMC Support realm. I have talked to some of the staff and a manager or two and I think some of the changes will make us (the Remedy People) happy once they all get into the "groove". Manager shifts, team member shifts, a more realistic view of the customer experience.
(I think Warren will get the award for the longest thread this year! At the rate this one is going...) -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Shellman, David Sent: Monday, June 11, 2012 3:26 PM To: [email protected] Subject: Re: Support - An open letter to BMC No they are not. This was several years ago. Different Changes have occurred since then. Dave On Jun 11, 2012, at 4:07 PM, "[email protected]" <[email protected]> wrote: > I think the changes that have been made are what the > discussions are about.... > > -----Original Message----- > From: Action Request System discussion list(ARSList) > [mailto:[email protected]] On Behalf Of Shellman, David > Sent: Monday, June 11, 2012 3:59 PM > To: [email protected] > Subject: Re: Support - An open letter to BMC > > I have spoken to Jay in the past. She is a caring individual that listens to > what I/we have to say. There were many changes made within support after > those discussions many years ago. > > I look forward to speaking to her again. > > Dave > > -----Original Message----- > From: Action Request System discussion list(ARSList) > [mailto:[email protected]] On Behalf Of Francois Seegers > Sent: Monday, June 11, 2012 3:20 PM > To: [email protected] > Subject: Re: Support - An open letter to BMC > > Hi All; > > If I can bounce my 1 cent worth :-) > > I think we will all agree since the release of 7.6 to 7.6.4 SP3 there have > been more issue than positive feedback to concentrate on resolving. I have > been analyzing and trying to troubleshoot issues on these releases since its > release together with BMC and just as you think the issue is resolve after > applying a hotfix then something else occur...and so it continues... > > I would say that if BMC and us do not test version 8 properly then we will > have further customer dissatisfaction and they will lose further interest/buy > in or trust in the product. The question I would say is "How can we turn > this around in a positive way or approach?" > > As Daniel asked Jay if he can be at the WWRUG, this will be first price > because then all can share in the global plan to get the product support and > releases back to its old stable standard/state competing on its own in the > market :-) > > Regards > Francois > > -----Original Message----- > From: Action Request System discussion list(ARSList) > [mailto:[email protected]] On Behalf Of Ortega, Jesus A > Sent: Monday, June 11, 2012 9:03 PM > To: [email protected] > Subject: Re: Support - An open letter to BMC > > Back in the California days the level one support actually could help resolve > some incidents. They had a knowledge of the product and good institutional > knowledge. Now the call center in Pune, or wherever it is in India, seems to > recruit college kids who know nothing about Remedy and read from scripts. I > got so fed up with it that I pushed my organization to change support > providers. We moved in September and it is nice to be able to call someone > that I don't have to repeat myself to several times or resort to email to get > my point across. However, when this new organization gets stuck we are sent > back to Black Hole of BMC support , where our incident languishes for weeks > waiting on an engineer to become available. They seem to have a huge shortage > of level three engineers. I believe that is why they stall us by trying to > get endless log files and asking that we perform tests in production, during > work hours. My suggestion to BMC is to hire more level three engineers in the > USA. I don't mind working with the Indians, but I have a much easier time > working with someone who is on this side of the globe and is not fighting > sleep and the language. > > Hopefully whoever ends up buying BMC in the near future will take this into > consideration and devise a better support model for us. > > Jesus Ortega > Senior II, Implementation Engineer > LyondellBasell Industries > > > -----Original Message----- > From: Action Request System discussion list(ARSList) > [mailto:[email protected]] On Behalf Of David M. Clark > Sent: Wednesday, June 06, 2012 11:43 AM > To: [email protected] > Subject: Re: Support - An open letter to BMC > > The old California Remedy "HelpDesk" was great. The off-shored BMC "Call > Center" never was and still isn't. At this point I really don't see anything > changing about that. Call me a pessimist, but history is what it is. > > -----Original Message----- > From: Action Request System discussion list(ARSList) > [mailto:[email protected]] On Behalf Of Sanford, Claire > Sent: Wednesday, June 06, 2012 11:30 AM > To: [email protected] > Subject: Re: Support - An open letter to BMC > > Honestly... if you get someone in Austin, Atlanta, or California, you will > get your ticket resolved and in a manner that speaks to the old Remedy > support ways! I've had fantastic support from Russ, Max, Dolly, Dan, Doug... > wow! They have a lot of D names there! Paula is a top notch manager! She > gets results! > > > > -----Original Message----- > From: Action Request System discussion list(ARSList) > [mailto:[email protected]] On Behalf Of [email protected] > Sent: Wednesday, June 06, 2012 11:18 AM > To: [email protected] > Subject: Re: Support - An open letter to BMC > > I thought a cage match would do the trick :-) > > I think that face to face conversations add a lot. > > Even when Remedy support and quality were at their lowest (and I have heard > arguments that that was still way above the bar at BMC up until now), and the > VP of Worldwide Support was at the conference, metal detectors were not > required. > > However, after listening in person, some attitudes changed and the results > were win-win-win. > Support and quality improved, they were perceived as improved, and everyone > gained. For a few years .... > > Daniel > > -----Original Message----- > From: Action Request System discussion list(ARSList) > [mailto:[email protected]] On Behalf Of Tommy Morris > Sent: June 6, 2012 12:03 PM > To: [email protected] > Subject: Re: Support - An open letter to BMC > > Daniel, are you going to have security check for pitchforks and torches? > > -----Original Message----- > From: Action Request System discussion list(ARSList) > [mailto:[email protected]] On Behalf Of arslist > Sent: Wednesday, June 06, 2012 11:01 AM > To: [email protected] > Subject: Re: Support - An open letter to BMC > > Hi Jay, > > Would you be willing to stop by the WWRUG12 in October so you can talk in > person to the folks having problems with Support? > > Daniel > > -----Original Message----- > From: Action Request System discussion list(ARSList) > [mailto:[email protected]] On Behalf Of Jay Shankar > Sent: June 6, 2012 1:34 AM > To: [email protected] > Subject: Re: Support - An open letter to BMC > > We understand your frustration and apologize for the poor customer experience > regarding this issue. Our process is to validate with you the information in > your customer profile and we did not do that in this case. We are working > with our team to better utilize the information provided and ask only the > necessary information to troubleshoot issues. We always want to hear how we > can improve our support services, so please continue to fill out the surveys > and provide feedback directly. > > Jay Shankar > Vice President > Customer Support - Americas > BMC Software > > _______________________________________________________________________________ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 > www.wwrug12.com ARSList: "Where the Answers Are" > > _______________________________________________________________________________ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 > www.wwrug12.com ARSList: "Where the Answers Are" > > _______________________________________________________________________________ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 > www.wwrug12.com ARSList: "Where the Answers Are" > > _______________________________________________________________________________ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 > www.wwrug12.com ARSList: "Where the Answers Are" > > _______________________________________________________________________________ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 > www.wwrug12.com ARSList: "Where the Answers Are" > > _______________________________________________________________________________ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 > www.wwrug12.com ARSList: "Where the Answers Are" > > > > > Information contained in this email is subject to the disclaimer found by > clicking on the following link: > http://www.lyondellbasell.com/Footer/Disclaimer/ > > _______________________________________________________________________________ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 > www.wwrug12.com ARSList: "Where the Answers Are" > > ________________________________ > > Blue Turtle Technologies (Pty) Limited | Reg. no.: 2003/002610/07 | > http://www.blueturtle.co.za Gauteng : Tel: +27 (0)11 206 5600 | Fax: +27 > (0)11 206 5606 | Midridge Office Estate, International Business Gateway, cnr > New Road & Sixth Street, Midrand, 1685 | P O Box 31331, Kyalami, 1684 Western > Cape: Tel: +27 (0)87 721 1874 | Fax: +27 (0)21 552 7764 | Unit E6, Century > Square, Heron Crescent, Century City, Cape Town, 7446 > > DISCLAIMER: This email and any files transmitted with it are confidential and > are intended solely for the use of the individual or entity to whom they are > addressed. 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