Ok all, nothing is perfect, that one reason this list exists, and we all
have our gripes. Seeing as Remedy Corp is understood to be monitoring, I'm
sure they wouldn't mind putting something out somewhere to address this
on-going issue. Some of us have pet peeves, and one of mine is "killing a
dead horse". Remember, a wiser person than I said something about "Part of
the solution is the complainer." Are we vented now, my email is ????
Maybe we need a separate list just to monitor and track all of the
"problems" with support that could be representative of all users, like a
"users/developers union", arggghhh! I'll bet that would be quite a
challenge.
The Remedy WEB has a method to submit complaints as well, particularly for
registered customers.
Enough said from me.
I think we have more pressing things to do, besides cleaning out our email
every five minutes.
Please, do not reply.
Thanks,
TJ Hensley
-----Original Message-----
From: Pattie Vargas [SMTP:Pattie.Vargas@MITCHELL.COM]
Sent: February 19, 1999 14:39
To: ARSLIST@LISTSERV.ACSU.BUFFALO.EDU
Subject: Re: Remedy Support (blah blah blah)
Time for my two cents.....for this to be a service we pay for, I
have to say - You've got to be kidding! How many of us started in some kind
of support capacity and would never have gotten away with making a customer
wait over a month for any kind of feedback????
If my question is easy, or if the "official" answer is no, I usually
get response to an e-mail or Web submission right away. If it involves
workflow or an "unseen" bug, I could die waiting......
-----Original Message-----
From: Terry Bootsma [ mailto:tbootsma@SYNAPSE.NET
]
Sent: Thursday, February 18, 1999 12:43 PM
To: ARSLIST@LISTSERV.ACSU.BUFFALO.EDU
Subject: Re: Remedy Support (blah blah blah)
I have to admit that I am concerned about the level of support as
well...
It seems to have gotten worse over the past 3-6 months instead of
better.
Case in point, I called from Canada on Monday (I know, it was
president's day down there in the U.S) and I got the standard
waiting period and then was told to leave a message and someone
would get back to me. Well, then I got an error message indicating
that the mailbox was full and I couldn't leave a message!!
I know that using the WEB to submit and query tickets is very
easy..... but YOU CANNOT GET RESOLUTION LOG ON THE WEB. It
would certainly be nice if we could see the resolution via the Web.
Case in point, I had submitted a ticket and requested that their
response be sent back to me via email. About 5 days later, I
receive an EMAIL SURVEY indicating that the ticket was closed
and what was my level of satisfaction. I had never received a
response via email....
Oh well... I vent also...
Terry
----------
From: Juhl Roger
Sent: Thursday, February 18, 1999 2:28 PM
To: ARSLIST@LISTSERV.ACSU.BUFFALO.EDU
Subject: Re: Remedy Support (blah blah blah)
You are not alone -
I ran into the exact same thing the past couple of days - Call
support, wait
on hold, get transferred to voice mail and then they hang up - There
is NO
WAY to reach a live person via their support line ! That is not
support.
My issue was with a bad license key - no one ever called back - ( I
finally
received a response via e-mail ) -
I am extremely frustrated with the level of support I have received
from
Remedy to date - the are among the worst I have ever seen - and I've
worked
with allot of support lines over the years.
Just venting too !
> -----Original Message-----
> From: Herb Partlow [SMTP:hpartlow@CYLINK.COM]
> Sent: Thursday, February 18, 1999 11:45 AM
> To: ARSLIST@LISTSERV.ACSU.BUFFALO.EDU
> Subject: Remedy Support (blah blah blah)
>
> I am rather furious with Remedy. I have tried several times to get
in
> to have questions answered. After I put our ID in I am told to
hold
> and a engineer will be with me. After waiting on hold for several
> minutes another recording comes back and sez that all engineers
are busy
> ...blah blah blah.
>
> The first couple of times I figured , ok they may be busy.
> So to test my theory I have placed a total of 7 calls to Remedy
> during different times of the day. Not much to my surprise I have
> had the same scenario played every time.
>
> I then figured out that after you are asked to input your support
id that
> it goes out and checks a table for your support level. If it finds
that
> you have basic support you are then keep on hold for several more
minutes
> to make it seem like
> their are busy and then asked to leave a name, phone number,, blah
blah
> blah.
>
> I have left my name several times and in a couple of cases never
received
> a call back
> and in a couple of other cases received a call long after the 4
hours only
>
> to be told that they will forward this call to the next level
engineer.
>
> My question is. With this kind of support filtering Why are we
being
> forced to
> pay for support from these people ?
>
>
> Is anyone else running into this kind of treatment ?
>
>
> Just venting !!!!!
>
>
>
>
> Herb Partlow
> Remedy Applications Developer & Administration
> Cylink Corporation
> http://www.cylink.com
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