Thank you,
Steven Forman
Remedy Administrator
Transaction Network Services Inc.


-----Original Message-----
From: Karl Suiter [SMTP:ksuiter@ACPUB.DUKE.EDU]
Sent: 9/24/99 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

If anyone has issues with Remedy support (or the product for that matter)
the best way to get results is to contact Remedy.
Remedy may indeed still monitor this list, but I guarantee that it is not
the formal way they address customer concerns.

Many managers want to improve service, but can not know everything that is
going on without the customer providing feedback.

The original message here is very clear, concise, and professional enough to
be forwarded directly to Remedy's Director of Support.
Also, Always fill out your surveys. This is another effective way of
providing feedback to management.

Having previously managed a large, customer driven helpdesk myself, formal
complaints without all of the emotion always got some sort of action.
This is true whether it was from a customer or an employee.

The real way to change Remedy's support or Product is to direct your
comments directly to Remedy.

It's our opinions that matter, let's get them to the right people.
Fight The Power!



----- Original Message -----
From: Karl Suiter
To:
Sent: Friday, September 24, 1999 10:32 AM
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

With the hope that this won't start yet another venting thread, you
are by no means alone. I think the majority of us have been subjected to
service levels so poor that they would not be allowed to exist in our own
companies without heads rolling. To be honest with you, I was glad to see
the public lashing of support at RUG, because I think that continued
pressure - from all of Remedy's customers - will be the main impetus behind
any change.
Rather than having each of us share his/her own horror stories with
one another here on the list (again), why not type them up in an e-mail and
send them to Bob Little, the Global Director of Support (sorry, they
wouldn't give me his email address), or to your sales rep? Also, fill out
those surveys honestly - low numbers DO get read, and you WILL be contacted
about bad service received.
It's unfortunate that Remedy's customers have to beat acceptable
levels of customer service from Support, but if that's our role, let's use
it as a source of power for positive change. We pay for better than we're
getting, and that has to stop.

Rick Cook
ISS Remedy Consultant
AT&T Wireless Services
425-580-8139

> -----Original Message-----
> From: Karl Suiter [SMTP:ksuiter@ACPUB.DUKE.EDU]
> Sent: Friday, September 24, 1999 8:32 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

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

email - mlittle@remedy.com

Thanks,
Roy Ashcraft
SAIC
AFWA Help Desk Administration
(402) 232-4706
roy.ashcraft@afwa.af.mil
saic@afwa.af.mil


-----Original Message-----
From: Cook, Rick [mailto:rick.cook@ATTWS.COM]
Sent: Friday, September 24, 1999 11:22 AM
To: ARSLIST@LISTSERV.VISTAIT.COM
Subject: Re: Decline in Quality of Remedy Support


Karl,
With the hope that this won't start yet another venting thread, you
are by no means alone. I think the majority of us have been subjected to
service levels so poor that they would not be allowed to exist in our own
companies without heads rolling. To be honest with you, I was glad to see
the public lashing of support at RUG, because I think that continued
pressure - from all of Remedy's customers - will be the main impetus behind
any change.
Rather than having each of us share his/her own horror stories with
one another here on the list (again), why not type them up in an e-mail and
send them to Bob Little, the Global Director of Support (sorry, they
wouldn't give me his email address), or to your sales rep? Also, fill out
those surveys honestly - low numbers DO get read, and you WILL be contacted
about bad service received.
It's unfortunate that Remedy's customers have to beat acceptable
levels of customer service from Support, but if that's our role, let's use
it as a source of power for positive change. We pay for better than we're
getting, and that has to stop.

Rick Cook
ISS Remedy Consultant
AT&T Wireless Services
425-580-8139

> -----Original Message-----
> From: Karl Suiter [SMTP:ksuiter@ACPUB.DUKE.EDU]
> Sent: Friday, September 24, 1999 8:32 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:
body of text is: unsubscribe arslist

What you say is true, but when you get put into the message queue
(which never gets answered, like my problem from yesterday on a ARWeb
problem)you get the feeling that they don't care, or don't know. I have been
a user of Remedy since 1997. Back then when I called in with a problem, it
was in most cases fixed during that call. Now there are two to three call
backs (if I get someone) and in 20% of the problems a BUG is opened.

Don't get me wrong, I like the product and most of the people on
their helpdesk, but they need more of them and some better training.

hbr

-----Original Message-----
From: Mark Blankenship [mailto:mgb@BULLCREEK.COM]
Sent: Friday, September 24, 1999 12:21
To: ARSLIST@LISTSERV.VISTAIT.COM
Subject: Re: Decline in Quality of Remedy Support


Before this turns into anther storm of unrelated emails....

If anyone has issues with Remedy support (or the product for that matter)
the best way to get results is to contact Remedy.
Remedy may indeed still monitor this list, but I guarantee that it is not
the formal way they address customer concerns.

Many managers want to improve service, but can not know everything that is
going on without the customer providing feedback.

The original message here is very clear, concise, and professional enough to
be forwarded directly to Remedy's Director of Support.
Also, Always fill out your surveys. This is another effective way of
providing feedback to management.

Having previously managed a large, customer driven helpdesk myself, formal
complaints without all of the emotion always got some sort of action.
This is true whether it was from a customer or an employee.

The real way to change Remedy's support or Product is to direct your
comments directly to Remedy.

It's our opinions that matter, let's get them to the right people.
Fight The Power!



----- Original Message -----
From: Karl Suiter
To:
Sent: Friday, September 24, 1999 10:32 AM
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:
body of text is: unsubscribe arslist

for catching it.

Rick

> -----Original Message-----
> From: Ashcraft Roy Contractor HQ AFWA [SMTP:Roy.Ashcraft@AFWA.AF.MIL]
> Sent: Friday, September 24, 1999 10:43 AM
> To: ARSLIST@LISTSERV.VISTAIT.COM
> Subject: Re: Decline in Quality of Remedy Support
>
> I have a Michael Little as Director Customer Support
> email - mlittle@remedy.com
>
> Thanks,
> Roy Ashcraft
> SAIC
> AFWA Help Desk Administration
> (402) 232-4706
> roy.ashcraft@afwa.af.mil
> saic@afwa.af.mil
>
>
> -----Original Message-----
> From: Cook, Rick [mailto:rick.cook@ATTWS.COM]
> Sent: Friday, September 24, 1999 11:22 AM
> To: ARSLIST@LISTSERV.VISTAIT.COM
> Subject: Re: Decline in Quality of Remedy Support
>
>
> Karl,
> With the hope that this won't start yet another venting thread,
> you
> are by no means alone. I think the majority of us have been subjected to
> service levels so poor that they would not be allowed to exist in our own
> companies without heads rolling. To be honest with you, I was glad to see
> the public lashing of support at RUG, because I think that continued
> pressure - from all of Remedy's customers - will be the main impetus
> behind
> any change.
> Rather than having each of us share his/her own horror stories
> with
> one another here on the list (again), why not type them up in an e-mail
> and
> send them to Bob Little, the Global Director of Support (sorry, they
> wouldn't give me his email address), or to your sales rep? Also, fill out
> those surveys honestly - low numbers DO get read, and you WILL be
> contacted
> about bad service received.
> It's unfortunate that Remedy's customers have to beat acceptable
> levels of customer service from Support, but if that's our role, let's use
> it as a source of power for positive change. We pay for better than we're
> getting, and that has to stop.
>
> Rick Cook
> ISS Remedy Consultant
> AT&T Wireless Services
> 425-580-8139
>
> > -----Original Message-----
> > From: Karl Suiter [SMTP:ksuiter@ACPUB.DUKE.EDU]
> > Sent: Friday, September 24, 1999 8:32 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:
> body of text is: unsubscribe arslist

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Who is your Remedy Customer Sales Rep? I have had success in the past by passing such things on to my customer sales person, they have been very effective in dealing with some problems such as

these.

Mark Lockwood
mailto:mlockwood@mccallie.com

-----Original Message-----
From: Karl Suiter [ mailto:ksuiter@ACPUB.DUKE.EDU]
Sent: Friday, September 24, 1999 10:32 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

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

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:
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