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

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

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:
body of text is: unsubscribe arslist

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

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:
body of text is: unsubscribe arslist

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

From the postings and my experience, we know support is getting worse.
Apparently, based on the success of the Remedy systems and worldwide
acceptance, with a recent Y2K rush, support has fallen to new depths.
Based on the reality of supply of trained support and the growing demand,
ARSList becomes much more important to all of us. As a consultant, I see
many managers, who will try to save a buck and train someone in-house.
This causes many of the same old "newbie" questions, which can flood the
tech support system. My suggestion, is to have your manager, make sure
that you get the training you need. Or if you want to try to make a
difference
check out the careers section of the Remedy Web page.

I wish all of us Luck


Mike Park
-----Original Message-----
From: Action Request System discussion list(ARSList)
[mailto:ARSLIST@LISTSERV.VISTAIT.COM]On Behalf Of T. Dee
Sent: Monday, September 27, 1999 9:20 AM
To: ARSLIST@LISTSERV.VISTAIT.COM
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:
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

this list is fast becoming the bitching list instead
of the ARS List. Lately all people are doing is
bitching about something or other, can we concentrate
on what this list does best ? help each other with
Remedy problems ??
as for Mr. Dee encountering the worst support in his
15 years, you obviously have never had to contact
either Microsoft or Compaq support, these people are
the leaders of the industry, and their support lines
are so bad that i would not even want to comment on
them. I have spoken to Micrsoft Tech support about NT
Server problem and their sage advice ?? get rid of it
and install workstation all your problems will go away
?? and you complain about Remedy support ??
what support have you been using in all those years ??
come on guys and gals, lets do some work, you have a
problem with Remedy support or WWRUG or something,
write to them directly, don't waste your and my time,
i really do not want to sit here and read about people
who are unhappy with this or that, that is not the
function of this list.
i hope that i did not offend anyone with my outright
views, but i am sorry this is reaching boiling level
now.
many thanks for all your efforts and help for making
my working life easy.

shafqat

--- "T. Dee" wrote:
> 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
=== message truncated ===


=====
Shafqat Ayaz
System Developer
Enterprise Transformation Services
Office 770-849-0008

For all that i should have thought and did not think, for all that i should have done and did not do, for all that i should have said and did not say. Oh Merciful Father i beg your forgiveness
__________________________________________________
Do You Yahoo!?
Bid and sell for free at http://auctions.yahoo.com

To Unsubscribe send e-mail to:
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However, I do agree with your rhetorical questions regarding Microsoft or
Compaq support. I've been engaged in Remedy development for 3 1/2 years,
and except for a few notable occasions, I've experienced good technical
support from Remedy Corporation's Support Center. Several of their support
analysts have gone beyond the "call of duty" in providing support to me, and
my customers. Nonetheless, I have noticed that within the last 6 months,
there seems to be a lot more complaints coming from this List regarding
Remedy's customer support.

Regards,
Mark Travers
RAC Certified



-----Original Message-----
From: Shafqat Ayaz [mailto:shafqata@YAHOO.COM]
Sent: Monday, September 27, 1999 11:25 AM
To: ARSLIST@LISTSERV.VISTAIT.COM
Subject: Re: Decline in Quality of Remedy Support


Guys
this list is fast becoming the bitching list instead
of the ARS List. Lately all people are doing is
bitching about something or other, can we concentrate
on what this list does best ? help each other with
Remedy problems ??
as for Mr. Dee encountering the worst support in his
15 years, you obviously have never had to contact
either Microsoft or Compaq support, these people are
the leaders of the industry, and their support lines
are so bad that i would not even want to comment on
them. I have spoken to Micrsoft Tech support about NT
Server problem and their sage advice ?? get rid of it
and install workstation all your problems will go away
?? and you complain about Remedy support ??
what support have you been using in all those years ??
come on guys and gals, lets do some work, you have a
problem with Remedy support or WWRUG or something,
write to them directly, don't waste your and my time,
i really do not want to sit here and read about people
who are unhappy with this or that, that is not the
function of this list.
i hope that i did not offend anyone with my outright
views, but i am sorry this is reaching boiling level
now.
many thanks for all your efforts and help for making
my working life easy.

shafqat

--- "T. Dee" wrote:
> 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
=== message truncated ===


=====
Shafqat Ayaz
System Developer
Enterprise Transformation Services
Office 770-849-0008

For all that i should have thought and did not think, for all that i should
have done and did not do, for all that i should have said and did not say.
Oh Merciful Father i beg your forgiveness
__________________________________________________
Do You Yahoo!?
Bid and sell for free at http://auctions.yahoo.com

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

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

support, for all it's problems, still rates near the top as far as I'm
concerned. No question they're becoming too busy, and sometimes the Remedy
developers' ideas about what is a 'feature' incense me; but the support
people I've encountered have been first-rate, always willing to go the extra
mile, courteous, and gracious when it turns out to be my stupidity,
ignorance, etc.

Now, lets get back to work.

Dann

-----Original Message-----
From: Shafqat Ayaz [mailto:shafqata@YAHOO.COM]
Sent: Monday, September 27, 1999 11:25 AM
To: ARSLIST@LISTSERV.VISTAIT.COM
Subject: Re: Decline in Quality of Remedy Support


Guys
this list is fast becoming the bitching list instead
of the ARS List. Lately all people are doing is
bitching about something or other, can we concentrate
on what this list does best ? help each other with
Remedy problems ??
as for Mr. Dee encountering the worst support in his
15 years, you obviously have never had to contact
either Microsoft or Compaq support, these people are
the leaders of the industry, and their support lines
are so bad that i would not even want to comment on
them. I have spoken to Micrsoft Tech support about NT
Server problem and their sage advice ?? get rid of it
and install workstation all your problems will go away
?? and you complain about Remedy support ??
what support have you been using in all those years ??
come on guys and gals, lets do some work, you have a
problem with Remedy support or WWRUG or something,
write to them directly, don't waste your and my time,
i really do not want to sit here and read about people
who are unhappy with this or that, that is not the
function of this list.
i hope that i did not offend anyone with my outright
views, but i am sorry this is reaching boiling level
now.
many thanks for all your efforts and help for making
my working life easy.

shafqat

--- "T. Dee" wrote:
> 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
=== message truncated ===


=====
Shafqat Ayaz
System Developer
Enterprise Transformation Services
Office 770-849-0008

For all that i should have thought and did not think, for all that i should
have done and did not do, for all that i should have said and did not say.
Oh Merciful Father i beg your forgiveness
__________________________________________________
Do You Yahoo!?
Bid and sell for free at http://auctions.yahoo.com

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

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

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

I am not trying to be nasty or single anyone out, but
look generally at any tech support line and you will
find problems, i think the problem with Remedy Tech
support is that Remedy is growing very fast and the
Tech Support is not keeping pace, i personally have
had no problems with the support so far, but we have
to get out of the mentality of i want a answer and i
want it now ! ( ok in some cases this is justified, if
your production server has gone down ) but generally
give the guys a chance, there are good and bad in
anything you care to name
shafqat


--- "Travers, Mark" wrote:
> Well, Mr. Shafqat, thanks for contributing to the
> "bitching list". ;))
>
> However, I do agree with your rhetorical questions
> regarding Microsoft or
> Compaq support. I've been engaged in Remedy
> development for 3 1/2 years,
> and except for a few notable occasions, I've
> experienced good technical
> support from Remedy Corporation's Support Center.
> Several of their support
> analysts have gone beyond the "call of duty" in
> providing support to me, and
> my customers. Nonetheless, I have noticed that
> within the last 6 months,
> there seems to be a lot more complaints coming from
> this List regarding
> Remedy's customer support.
>
> Regards,
> Mark Travers
> RAC Certified
>
>
>
> -----Original Message-----
> From: Shafqat Ayaz [mailto:shafqata@YAHOO.COM]
> Sent: Monday, September 27, 1999 11:25 AM
> To: ARSLIST@LISTSERV.VISTAIT.COM
> Subject: Re: Decline in Quality of Remedy Support
>
>
> Guys
> this list is fast becoming the bitching list instead
> of the ARS List. Lately all people are doing is
> bitching about something or other, can we
> concentrate
> on what this list does best ? help each other with
> Remedy problems ??
> as for Mr. Dee encountering the worst support in his
> 15 years, you obviously have never had to contact
> either Microsoft or Compaq support, these people are
> the leaders of the industry, and their support lines
> are so bad that i would not even want to comment on
> them. I have spoken to Micrsoft Tech support about
> NT
> Server problem and their sage advice ?? get rid of
> it
> and install workstation all your problems will go
> away
> ?? and you complain about Remedy support ??
> what support have you been using in all those years
> ??
> come on guys and gals, lets do some work, you have a
> problem with Remedy support or WWRUG or something,
> write to them directly, don't waste your and my
> time,
> i really do not want to sit here and read about
> people
> who are unhappy with this or that, that is not the
> function of this list.
> i hope that i did not offend anyone with my outright
> views, but i am sorry this is reaching boiling level
> now.
> many thanks for all your efforts and help for making
> my working life easy.
>
> shafqat
>
> --- "T. Dee" wrote:
> > 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
> > >
> > >
>
=== message truncated ===


=====
Shafqat Ayaz
System Developer
Enterprise Transformation Services
Office 770-849-0008

For all that i should have thought and did not think, for all that i should have done and did not do, for all that i should have said and did not say. Oh Merciful Father i beg your forgiveness
__________________________________________________
Do You Yahoo!?
Bid and sell for free at http://auctions.yahoo.com

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

But when you pay someone $30K plus per year for support, you want it now!

I have a ticket open with Remedy right now that has been open since 9/13/99,
they have sent me exactly 2 pieces of e-mail since then and neither of them
helped me. They said I needed a patch.... Did they bother to send me the
patch... NO! Did they bother to answer my other questions... NO!

They have made 4 entries on the support ticket that say "Pending support" or
however they phrase it.

This is why people are and have been bitching.

Can't afford to cancel support and can't afford to pay for something we
aren't getting! Catch 22 or 22.1 or 22.3 etc...


Claire Sanford
Remedy Administrator - Information Systems Division
Memorial Hermann Healthcare System
Phone: 713 448 6035
Fax: 713 448 5848
claire_sanford@mhhs.org


-----Original Message-----
From: Shafqat Ayaz [mailto:shafqata@YAHOO.COM]
Sent: Monday, September 27, 1999 2:35 PM
To: ARSLIST@LISTSERV.VISTAIT.COM
Subject: Re: Decline in Quality of Remedy Support


Mark
I am not trying to be nasty or single anyone out, but
look generally at any tech support line and you will
find problems, i think the problem with Remedy Tech
support is that Remedy is growing very fast and the
Tech Support is not keeping pace, i personally have
had no problems with the support so far, but we have
to get out of the mentality of i want a answer and i
want it now ! ( ok in some cases this is justified, if
your production server has gone down ) but generally
give the guys a chance, there are good and bad in
anything you care to name
shafqat


--- "Travers, Mark" wrote:
> Well, Mr. Shafqat, thanks for contributing to the
> "bitching list". ;))
>
> However, I do agree with your rhetorical questions
> regarding Microsoft or
> Compaq support. I've been engaged in Remedy
> development for 3 1/2 years,
> and except for a few notable occasions, I've
> experienced good technical
> support from Remedy Corporation's Support Center.
> Several of their support
> analysts have gone beyond the "call of duty" in
> providing support to me, and
> my customers. Nonetheless, I have noticed that
> within the last 6 months,
> there seems to be a lot more complaints coming from
> this List regarding
> Remedy's customer support.
>
> Regards,
> Mark Travers
> RAC Certified
>
>
>
> -----Original Message-----
> From: Shafqat Ayaz [mailto:shafqata@YAHOO.COM]
> Sent: Monday, September 27, 1999 11:25 AM
> To: ARSLIST@LISTSERV.VISTAIT.COM
> Subject: Re: Decline in Quality of Remedy Support
>
>
> Guys
> this list is fast becoming the bitching list instead
> of the ARS List. Lately all people are doing is
> bitching about something or other, can we
> concentrate
> on what this list does best ? help each other with
> Remedy problems ??
> as for Mr. Dee encountering the worst support in his
> 15 years, you obviously have never had to contact
> either Microsoft or Compaq support, these people are
> the leaders of the industry, and their support lines
> are so bad that i would not even want to comment on
> them. I have spoken to Micrsoft Tech support about
> NT
> Server problem and their sage advice ?? get rid of
> it
> and install workstation all your problems will go
> away
> ?? and you complain about Remedy support ??
> what support have you been using in all those years
> ??
> come on guys and gals, lets do some work, you have a
> problem with Remedy support or WWRUG or something,
> write to them directly, don't waste your and my
> time,
> i really do not want to sit here and read about
> people
> who are unhappy with this or that, that is not the
> function of this list.
> i hope that i did not offend anyone with my outright
> views, but i am sorry this is reaching boiling level
> now.
> many thanks for all your efforts and help for making
> my working life easy.
>
> shafqat
>
> --- "T. Dee" wrote:
> > 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
> > >
> > >
>
=== message truncated ===


=====
Shafqat Ayaz
System Developer
Enterprise Transformation Services
Office 770-849-0008

For all that i should have thought and did not think, for all that i should
have done and did not do, for all that i should have said and did not say.
Oh Merciful Father i beg your forgiveness
__________________________________________________
Do You Yahoo!?
Bid and sell for free at http://auctions.yahoo.com

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

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

I could not agree with you more !

Kind regards,

T. Dee

-----Original Message-----
From: Sanford, Claire
To: ARSLIST@LISTSERV.VISTAIT.COM
Sent: 9/27/99 3:49 PM
Subject: Re: Decline in Quality of Remedy Support

Shafqat,

But when you pay someone $30K plus per year for support, you want it
now!

I have a ticket open with Remedy right now that has been open since
9/13/99,
they have sent me exactly 2 pieces of e-mail since then and neither of
them
helped me. They said I needed a patch.... Did they bother to send me
the
patch... NO! Did they bother to answer my other questions... NO!

They have made 4 entries on the support ticket that say "Pending
support" or
however they phrase it.

This is why people are and have been bitching.

Can't afford to cancel support and can't afford to pay for something we
aren't getting! Catch 22 or 22.1 or 22.3 etc...


Claire Sanford
Remedy Administrator - Information Systems Division
Memorial Hermann Healthcare System
Phone: 713 448 6035
Fax: 713 448 5848
claire_sanford@mhhs.org


-----Original Message-----
From: Shafqat Ayaz [mailto:shafqata@YAHOO.COM]
Sent: Monday, September 27, 1999 2:35 PM
To: ARSLIST@LISTSERV.VISTAIT.COM
Subject: Re: Decline in Quality of Remedy Support


Mark
I am not trying to be nasty or single anyone out, but
look generally at any tech support line and you will
find problems, i think the problem with Remedy Tech
support is that Remedy is growing very fast and the
Tech Support is not keeping pace, i personally have
had no problems with the support so far, but we have
to get out of the mentality of i want a answer and i
want it now ! ( ok in some cases this is justified, if
your production server has gone down ) but generally
give the guys a chance, there are good and bad in
anything you care to name
shafqat


--- "Travers, Mark" wrote:
> Well, Mr. Shafqat, thanks for contributing to the
> "bitching list". ;))
>
> However, I do agree with your rhetorical questions
> regarding Microsoft or
> Compaq support. I've been engaged in Remedy
> development for 3 1/2 years,
> and except for a few notable occasions, I've
> experienced good technical
> support from Remedy Corporation's Support Center.
> Several of their support
> analysts have gone beyond the "call of duty" in
> providing support to me, and
> my customers. Nonetheless, I have noticed that
> within the last 6 months,
> there seems to be a lot more complaints coming from
> this List regarding
> Remedy's customer support.
>
> Regards,
> Mark Travers
> RAC Certified
>
>
>
> -----Original Message-----
> From: Shafqat Ayaz [mailto:shafqata@YAHOO.COM]
> Sent: Monday, September 27, 1999 11:25 AM
> To: ARSLIST@LISTSERV.VISTAIT.COM
> Subject: Re: Decline in Quality of Remedy Support
>
>
> Guys
> this list is fast becoming the bitching list instead
> of the ARS List. Lately all people are doing is
> bitching about something or other, can we
> concentrate
> on what this list does best ? help each other with
> Remedy problems ??
> as for Mr. Dee encountering the worst support in his
> 15 years, you obviously have never had to contact
> either Microsoft or Compaq support, these people are
> the leaders of the industry, and their support lines
> are so bad that i would not even want to comment on
> them. I have spoken to Micrsoft Tech support about
> NT
> Server problem and their sage advice ?? get rid of
> it
> and install workstation all your problems will go
> away
> ?? and you complain about Remedy support ??
> what support have you been using in all those years
> ??
> come on guys and gals, lets do some work, you have a
> problem with Remedy support or WWRUG or something,
> write to them directly, don't waste your and my
> time,
> i really do not want to sit here and read about
> people
> who are unhappy with this or that, that is not the
> function of this list.
> i hope that i did not offend anyone with my outright
> views, but i am sorry this is reaching boiling level
> now.
> many thanks for all your efforts and help for making
> my working life easy.
>
> shafqat
>
> --- "T. Dee" wrote:
> > 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
> > >
> > >
>
=== message truncated ===


=====
Shafqat Ayaz
System Developer
Enterprise Transformation Services
Office 770-849-0008

For all that i should have thought and did not think, for all that i
should
have done and did not do, for all that i should have said and did not
say.
Oh Merciful Father i beg your forgiveness
__________________________________________________
Do You Yahoo!?
Bid and sell for free at http://auctions.yahoo.com

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

-----Original Message-----
From: Dann Cox [mailto:dcox@SD68.BC.CA]
Sent: Monday, September 27, 1999 11:52 AM
To: ARSLIST@LISTSERV.VISTAIT.COM
Subject: Re: Decline in Quality of Remedy Support


Well said, Shafqat. I've been a support technician since 1982, and Remedy
support, for all it's problems, still rates near the top as far as I'm
concerned. No question they're becoming too busy, and sometimes the Remedy
developers' ideas about what is a 'feature' incense me; but the support
people I've encountered have been first-rate, always willing to go the extra
mile, courteous, and gracious when it turns out to be my stupidity,
ignorance, etc.

Now, lets get back to work.

Dann

-----Original Message-----
From: Shafqat Ayaz [mailto:shafqata@YAHOO.COM]
Sent: Monday, September 27, 1999 11:25 AM
To: ARSLIST@LISTSERV.VISTAIT.COM
Subject: Re: Decline in Quality of Remedy Support


Guys
this list is fast becoming the bitching list instead
of the ARS List. Lately all people are doing is
bitching about something or other, can we concentrate
on what this list does best ? help each other with
Remedy problems ??
as for Mr. Dee encountering the worst support in his
15 years, you obviously have never had to contact
either Microsoft or Compaq support, these people are
the leaders of the industry, and their support lines
are so bad that i would not even want to comment on
them. I have spoken to Micrsoft Tech support about NT
Server problem and their sage advice ?? get rid of it
and install workstation all your problems will go away
?? and you complain about Remedy support ??
what support have you been using in all those years ??
come on guys and gals, lets do some work, you have a
problem with Remedy support or WWRUG or something,
write to them directly, don't waste your and my time,
i really do not want to sit here and read about people
who are unhappy with this or that, that is not the
function of this list.
i hope that i did not offend anyone with my outright
views, but i am sorry this is reaching boiling level
now.
many thanks for all your efforts and help for making
my working life easy.

shafqat

--- "T. Dee" wrote:
> 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
=== message truncated ===


=====
Shafqat Ayaz
System Developer
Enterprise Transformation Services
Office 770-849-0008

For all that i should have thought and did not think, for all that i should
have done and did not do, for all that i should have said and did not say.
Oh Merciful Father i beg your forgiveness
__________________________________________________
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... 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
>

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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
>

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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

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