... but on a better note ...
I have been most impressed with the quality of support that *Telamon* offers,
I have eMailed them in the past with an issue that was very urgent... before I
could close down my Notes tool, my phone was ringing with a COMPLETE
answer that WORKED the FIRST TIME I put in the change.

***Don't be so shocked*** There is decent support out there somewhere...

We are all frustrated with Remedy's lack of support ... on the brighter side ...
at least paging is working.... :O)

Just my $0.02 worth ..





"T. Dee" on 09/27/99 10:20:01 AM

Please respond to "Action Request System discussion list(ARSList)"


To: ARSLIST@LISTSERV.VISTAIT.COM
cc: (bcc: Julie Rittenhouse/Canadian Division/Manulife)
Subject: Re: Decline in Quality of Remedy Support




I sympathize with you.

Remedy Support IS THE WORST SUPPORT I HAVE EVER ENCOUNTERED IN MY 15 YEARS IN
THE INDUSTRY.

I don't know how Remedy ever became one of the leaders in HelpDesk applications.

Kind regards,

T. Dee



-----Original Message-----
From: Zandi Patrick S TSgt AFRL/IFOSS [mailto:Patrick.Zandi@RL.AF.MIL]
Sent: Monday, September 27, 1999 9:29 AM
To: ARSLIST@LISTSERV.VISTAIT.COM
Subject: Re: Decline in Quality of Remedy Support


you are gunna Love this...
I called remedy support a couple of weeks ago when my server
Crashed..
I wanted emergency licences..
I get a gal, she was fine, said she'll submit and someone will
contact..
6.5 hours later I'm getting upset... I called them...
I get Sira,? Cina ? (Hard to describe voices, but I think he is from
india)
he says send me the license stuff I already have, so I did...
he is looking at it and Says,,, Oh, you have these extra characters
on the end of your license
and this is why it is not working.. (I politely said no... I am
trying to get licenses for
my server that went down, this is the license from my old
development which I am
making my production..) he said.. Ohhh.. This goes to show you how
much I know
about licenses.. I said ya.. nothing.., Then I get a 25 minute
leacture on how to fix my
server license problem.. This Guy is an a Winner, I have HARDWARE
problems and he
is going to fix it with his licenses...
NOW IM Really Mad.. So I called again.. with my upset level a little
higher..
If it were not for the fact that I got Derik (Good man, Give him a
Raise and Fire Sina) I would have
reached through the phone and Slapped someone.

~~Remedy ~~~ Way to go !! ~~~>Patrick Zandi
RRS - IFOSS, 525 Brooks Road Rome NY 13440
WP 315-330-3911 Fax 315-330-3314 : ^)
"If I must choose between peace and righteousness,
I choose righteousness."
Theodore Roosevelt



-----Original Message-----
From: Drake [mailto:akeller@SPRYNET.COM]
Sent: Friday, September 24, 1999 1:33 PM
To: ARSLIST@LISTSERV.VISTAIT.COM
Subject: Re: Decline in Quality of Remedy Support


To say there was a decline in quality would be to assume that quality was
once high.

I agree that is ironic that a company that derives a good part of its
revenue from selling support software and charging for support of that
software would have so much trouble with it's own support operations. But I
think the best course of action would be your sales rep, who will give the
issue much more visibility than a battered support agent.

Larry did mention that support slipped, and committed to changing that. I
don't expect things to be instantly better, but what I would like to see is
correspondence from the support organization on the progress toward this
goal - perhaps in RXpress?

-drake
dkeller@ar-experts.com

Drake Keller
Senior Systems Developer, Remedy Approved Consultant
AR Experts, LLC


>-----Original Message-----
>From: Action Request System discussion list(ARSList)
>[mailto:ARSLIST@LISTSERV.VISTAIT.COM]On Behalf Of Karl Suiter
>Sent: Friday, September 24, 1999 11:32 AM
>To: ARSLIST@LISTSERV.VISTAIT.COM
>Subject: Decline in Quality of Remedy Support
>
>
>Hi All,
>
> I was just wondering if you all have noticed the severe decline in
>quality in the support we get (as paying customers) from Remedy Tech
>Support. For example, in one relatively recent instance, the support
>person we got was quite rude when we called to ask a simple question about
>the rapp.exe program Remedy sends with HelpDesk 4.0. Amy (in Remedy Tech
>Support) let us know that this was a proprietary piece of code and we had
>no business trying to use it. We called back and a different support
>person (perhaps an engineer) told us we could reverse engineer the rapp.exe
>code to our hearts content. Is this a mixed message or what?
>
> What prompted me to write was my experience this morning. To make a
>long story short, I called two weeks ago to find our how we could get a new
>Host ID for a new server (UNIX) that we haven't installed Remedy on (this
>is necessary for the Purge License Agreement). We're planning to replicate
>our existing installation from the old server to the new one and we wanted
>to have the licensing taken care of before the move (yeah - we could
>install Remedy on the new server, run the license tool to get the Host ID,
>and then wipe Remedy before we copy our current install, but we're trying
>to avoid that hassle). Anyway, I called two weeks ago and talked to a
>Remedy Support person who stated that all we needed to do was run the UNIX
>hostid command, get the eight character hex string and give it to them.
>They then would work their magic and send us a new Remedy Host ID for the
>Purge License Agreement. So I call back today with the info, and the
>person I spoke to (a different person) tells me that they can't do this!!.
>I asked why the original person (who had worked with me) had told me they
>could generate a new Remedy Host ID from the information I was ready to
>provide. The person said they didn't know who I had spoken with (Hello???
>Don't you use your own call tracking system???) and I had no other options
>but to install Remedy on our new server and run the licensing tool! Who is
>right here?
>
> Well, at this point, I went off on her. I told her that at the present
>time, Remedy support SUCKS and that I've seen a real decline in customer
>support over the past year. Even Larry Garlick mentioned that Remedy
>Customer Support had slipped during his keynote address at RUG99 this year.
> Slipped?? I think what it has fallen flat on it's face!!
>
> I'm sorry for the long message, but has anyone else noticed this
>downward trend in the quality of support we get from Remedy? What can we
>do (as the ARLIST members) to see that support improves? I know that
>Remedy monitors this list. Maybe this note will prompt some action on
>their part (ha ha!). Perhaps this would be a good way for WWRUG to show
>it's value to the Remedy support community if they could take a leadership
>role in this matter.
>
>Karl Suiter
>Remedy Administrator
>Duke University
>
>To Unsubscribe send e-mail to:
>body of text is: unsubscribe arslist
>

To Unsubscribe send e-mail to:
body of text is: unsubscribe arslist

To Unsubscribe send e-mail to:
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quality support from this company since day one.
(1995).



-----Original Message-----
From: Julie_Rittenhouse@MANULIFE.COM
[mailto:Julie_Rittenhouse@MANULIFE.COM]
Sent: Monday, September 27, 1999 2:07 PM
To: ARSLIST@LISTSERV.VISTAIT.COM
Subject: Re: Decline in Quality of Remedy Support


Ok so we know that Remedy Support is bad, and most certainly not cheap
... but on a better note ...
I have been most impressed with the quality of support that *Telamon*
offers,
I have eMailed them in the past with an issue that was very urgent... before
I
could close down my Notes tool, my phone was ringing with a COMPLETE
answer that WORKED the FIRST TIME I put in the change.

***Don't be so shocked*** There is decent support out there somewhere...

We are all frustrated with Remedy's lack of support ... on the brighter side
...
at least paging is working.... :O)

Just my $0.02 worth ..





"T. Dee" on 09/27/99 10:20:01 AM

Please respond to "Action Request System discussion list(ARSList)"


To: ARSLIST@LISTSERV.VISTAIT.COM
cc: (bcc: Julie Rittenhouse/Canadian Division/Manulife)
Subject: Re: Decline in Quality of Remedy Support




I sympathize with you.

Remedy Support IS THE WORST SUPPORT I HAVE EVER ENCOUNTERED IN MY 15 YEARS
IN
THE INDUSTRY.

I don't know how Remedy ever became one of the leaders in HelpDesk
applications.

Kind regards,

T. Dee



-----Original Message-----
From: Zandi Patrick S TSgt AFRL/IFOSS [mailto:Patrick.Zandi@RL.AF.MIL]
Sent: Monday, September 27, 1999 9:29 AM
To: ARSLIST@LISTSERV.VISTAIT.COM
Subject: Re: Decline in Quality of Remedy Support


you are gunna Love this...
I called remedy support a couple of weeks ago when my server
Crashed..
I wanted emergency licences..
I get a gal, she was fine, said she'll submit and someone will
contact..
6.5 hours later I'm getting upset... I called them...
I get Sira,? Cina ? (Hard to describe voices, but I think he is from
india)
he says send me the license stuff I already have, so I did...
he is looking at it and Says,,, Oh, you have these extra characters
on the end of your license
and this is why it is not working.. (I politely said no... I am
trying to get licenses for
my server that went down, this is the license from my old
development which I am
making my production..) he said.. Ohhh.. This goes to show you how
much I know
about licenses.. I said ya.. nothing.., Then I get a 25 minute
leacture on how to fix my
server license problem.. This Guy is an a Winner, I have HARDWARE
problems and he
is going to fix it with his licenses...
NOW IM Really Mad.. So I called again.. with my upset level a little
higher..
If it were not for the fact that I got Derik (Good man, Give him a
Raise and Fire Sina) I would have
reached through the phone and Slapped someone.

~~Remedy ~~~ Way to go !! ~~~>Patrick Zandi
RRS - IFOSS, 525 Brooks Road Rome NY 13440
WP 315-330-3911 Fax 315-330-3314 : ^)
"If I must choose between peace and righteousness,
I choose righteousness."
Theodore Roosevelt



-----Original Message-----
From: Drake [mailto:akeller@SPRYNET.COM]
Sent: Friday, September 24, 1999 1:33 PM
To: ARSLIST@LISTSERV.VISTAIT.COM
Subject: Re: Decline in Quality of Remedy Support


To say there was a decline in quality would be to assume that quality was
once high.

I agree that is ironic that a company that derives a good part of its
revenue from selling support software and charging for support of that
software would have so much trouble with it's own support operations. But I
think the best course of action would be your sales rep, who will give the
issue much more visibility than a battered support agent.

Larry did mention that support slipped, and committed to changing that. I
don't expect things to be instantly better, but what I would like to see is
correspondence from the support organization on the progress toward this
goal - perhaps in RXpress?

-drake
dkeller@ar-experts.com

Drake Keller
Senior Systems Developer, Remedy Approved Consultant
AR Experts, LLC


>-----Original Message-----
>From: Action Request System discussion list(ARSList)
>[mailto:ARSLIST@LISTSERV.VISTAIT.COM]On Behalf Of Karl Suiter
>Sent: Friday, September 24, 1999 11:32 AM
>To: ARSLIST@LISTSERV.VISTAIT.COM
>Subject: Decline in Quality of Remedy Support
>
>
>Hi All,
>
> I was just wondering if you all have noticed the severe decline in
>quality in the support we get (as paying customers) from Remedy Tech
>Support. For example, in one relatively recent instance, the support
>person we got was quite rude when we called to ask a simple question about
>the rapp.exe program Remedy sends with HelpDesk 4.0. Amy (in Remedy Tech
>Support) let us know that this was a proprietary piece of code and we had
>no business trying to use it. We called back and a different support
>person (perhaps an engineer) told us we could reverse engineer the rapp.exe
>code to our hearts content. Is this a mixed message or what?
>
> What prompted me to write was my experience this morning. To make a
>long story short, I called two weeks ago to find our how we could get a new
>Host ID for a new server (UNIX) that we haven't installed Remedy on (this
>is necessary for the Purge License Agreement). We're planning to replicate
>our existing installation from the old server to the new one and we wanted
>to have the licensing taken care of before the move (yeah - we could
>install Remedy on the new server, run the license tool to get the Host ID,
>and then wipe Remedy before we copy our current install, but we're trying
>to avoid that hassle). Anyway, I called two weeks ago and talked to a
>Remedy Support person who stated that all we needed to do was run the UNIX
>hostid command, get the eight character hex string and give it to them.
>They then would work their magic and send us a new Remedy Host ID for the
>Purge License Agreement. So I call back today with the info, and the
>person I spoke to (a different person) tells me that they can't do this!!.
>I asked why the original person (who had worked with me) had told me they
>could generate a new Remedy Host ID from the information I was ready to
>provide. The person said they didn't know who I had spoken with (Hello???
>Don't you use your own call tracking system???) and I had no other options
>but to install Remedy on our new server and run the licensing tool! Who is
>right here?
>
> Well, at this point, I went off on her. I told her that at the present
>time, Remedy support SUCKS and that I've seen a real decline in customer
>support over the past year. Even Larry Garlick mentioned that Remedy
>Customer Support had slipped during his keynote address at RUG99 this year.
> Slipped?? I think what it has fallen flat on it's face!!
>
> I'm sorry for the long message, but has anyone else noticed this
>downward trend in the quality of support we get from Remedy? What can we
>do (as the ARLIST members) to see that support improves? I know that
>Remedy monitors this list. Maybe this note will prompt some action on
>their part (ha ha!). Perhaps this would be a good way for WWRUG to show
>it's value to the Remedy support community if they could take a leadership
>role in this matter.
>
>Karl Suiter
>Remedy Administrator
>Duke University
>
>To Unsubscribe send e-mail to:
>body of text is: unsubscribe arslist
>

To Unsubscribe send e-mail to:
body of text is: unsubscribe arslist

To Unsubscribe send e-mail to:
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To Unsubscribe send e-mail to:
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management your possible need to obtain support resources if Remedy is unable to
handle your needs.

Anita Ghebeles
NIH/OD/OER/ORA
6701 Rockledge Drive, Room 3208, MSC 7772
Bethesda, MD 20892-7772
(301) 435-0653 Voice; (301) 480-2845 Fax
af8d@nih.gov Email

-----Original Message-----
From: William Baldwin [SMTP:wbaldwin@MIL.PHOTRONICS.COM]
Sent: Monday, September 27, 1999 2:56 PM
To: ARSLIST@LISTSERV.VISTAIT.COM
Subject: Re: Decline in Quality of Remedy Support

I can agree with Shafqat that there may be better things to do instead
of constantly complaining about the quality of Remedy's helpline.

On the other hand, hearing people's complaints gives me a better sense
of how well or badly Remedy is doing, and how that compares with other
companies. And that is actually useful to me.

William Baldwin
Photronics
Milpitas, CA

To Unsubscribe send e-mail to:
body of text is: unsubscribe arslist

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