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 !!!!!





0000,0000,8080Herb Partlow

Remedy Applications Developer & Administration

Cylink Corporation

0000,8080,0000http://www.cylink.com

We met with our new Sales Mgr. yesterday, and gave him an earful about the
shortcomings of Remedy's tech. Support. What frightened me the most was
that he seemed to think that this information was all new to him. Sort of
like the way tech. support responds to the problems we report, huh?

Also, when I mentioned the ARSList as the source of some information, his
reaction indicated that he thought that this was some sort of bastard
child/black market for Remedy information that should be shunned at all
costs, and that both the people and the information here were unreliable.
Let's make our Remedy contacts know that this list exists primarily to fill
the holes in their support web, and that we are neither unreliable nor the
lunatic fringe! We are The Customer!

Rick Cook
AMS Remedy Consultant
425-580-8139

> -----Original Message-----
> From: Hilary L. Muludiang [SMTP:muludian@MAILHOST.SJU.EDU]
> Sent: Thursday, February 18, 1999 10:22 AM
> To: ARSLIST@LISTSERV.ACSU.BUFFALO.EDU
> Subject: Re: Remedy Support (blah blah blah)
>
> Having convinced the powers that be express support is the way to go, I
> cannot comment on your situation. However, my major beef with Remedy
> tech support, is how quickly they relate a server problem to a database
> issue no matter how much I try to convince them otherwise....
>
> JMTC,
>
> Hilary
>
> Herb Partlow wrote:
> >
> > 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
>
> --
> Hilary L. Muludiang Senior Computer Support Specialist
> Saint Joseph's University Phone: (610) 660-1874
> 5600 City Ave. Fax: (610) 660-1536
> Philadelphia, PA 19131

Ditto that. Remedy seems to respond better to web-submitted tickets than
phone calls.

We have Express Support, yet I RARELY reach a live voice via phone. For
instance, I placed a call, left a message, and didn't hear back. 6 hours
later, I submitted a ticket for the same issue via the Web, and I got a
phone call in less than an hour regarding that ticket.


Best Regards,

Ann Zbylut
Remedy Programmer Analyst
SMS Technical Services, Sutter Health
ZbylutA@sutterhealth.org


> -----Original Message-----
> From: Victor, Matt S EALT [SMTP:MSVictor@ARCHCHEMICALS.COM]
> Sent: Thursday, February 18, 1999 10:59 AM
> To: ARSLIST@LISTSERV.ACSU.BUFFALO.EDU
> Subject: Re: Remedy Support (blah blah blah)
>
> I believe that they are trying to encourage folks to use Tech Support from
> their Web page or Email.
>
> Matthew S. Victor
> Remedy Developer/Administrator
> Arch Chemicals, Inc.
> 2 Terminal Drive - Suite # 10
> Bethalto, IL 62010
> (618) 258-6527 (V)
> (618) 258-6733 (F)
> msvictor@archchemicals.com
>
> -----Original Message-----
> From: Herb Partlow [mailto: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

Don't get me wrong. I have seen much worse tech. support than Remedy's. In
fact, some of their techs are quite good. My main beef is the lack of
awareness on the part of Remedy's mgmt. of the problems that we, the
customers see. That tells me that the communication chain between them and
the customer is broken somewhere, and/or they don't have any outside people
(other than the customers) backstopping their C/S processes. Either way, it
must be addressed, or the problems will worsen.

I like Remedy as a product, and think the company and the Help Desk industry
have a bright future. I just want a better process to manage the storage
and flow of the information received by Remedy from the customers so as to
better serve us with solutions.

Rick Cook
AMS Remedy Consultant
425-580-8139

> -----Original Message-----
> From: John Gould [SMTP:JGOULD@ABCDISTRIBUTING.COM]
> Sent: Thursday, February 18, 1999 11:09 AM
> To: ARSLIST@LISTSERV.ACSU.BUFFALO.EDU
> Subject: Re: Remedy Support (blah blah blah)
>
> Every time I've called Remedy, I've actually had pretty decent support. I
> remember twice that I had to leave a message, but found that Remedy
> responded within about 3 hours on both occasions. We opted for "You've got
> BASIC support !!!". Just thinking about the recording makes me laugh.
>
> What I've found however is that I get answers much faster on the list, and
> usually with a lot more explanation from the list (examples have been sent
> to me etc.) than through Remedy's Tech Support. Then even if the answer I
> get isn't exactly what I was looking for, the answers generally send me in
> the right direction and give me options that I haven't thought of. I, for
> one, really appreciate the list.
>
> John Gould
> abc Distributing
> Remedy Administrator
> jgould@abcdistributing.com
>
> > -----Original Message-----
> > From: Cook, Rick [SMTP:rick.cook@ATTWS.COM]
> > Sent: Thursday, February 18, 1999 1:53 PM
> > To: ARSLIST@LISTSERV.ACSU.BUFFALO.EDU
> > Subject: Re: Remedy Support (blah blah blah)
> >
> > We met with our new Sales Mgr. yesterday, and gave him an earful about
> the
> > shortcomings of Remedy's tech. Support. What frightened me the most was
> > that he seemed to think that this information was all new to him. Sort
> of
> > like the way tech. support responds to the problems we report, huh?
> >
> > Also, when I mentioned the ARSList as the source of some information,
> his
> > reaction indicated that he thought that this was some sort of bastard
> > child/black market for Remedy information that should be shunned at all
> > costs, and that both the people and the information here were
> unreliable.
> > Let's make our Remedy contacts know that this list exists primarily to
> > fill
> > the holes in their support web, and that we are neither unreliable nor
> the
> > lunatic fringe! We are The Customer!
> >
> > Rick Cook
> > AMS Remedy Consultant
> > 425-580-8139
> >
> > > -----Original Message-----
> > > From: Hilary L. Muludiang [SMTP:muludian@MAILHOST.SJU.EDU]
> > > Sent: Thursday, February 18, 1999 10:22 AM
> > > To: ARSLIST@LISTSERV.ACSU.BUFFALO.EDU
> > > Subject: Re: Remedy Support (blah blah blah)
> > >
> > > Having convinced the powers that be express support is the way to go,
> I
> > > cannot comment on your situation. However, my major beef with Remedy
> > > tech support, is how quickly they relate a server problem to a
> database
> > > issue no matter how much I try to convince them otherwise....
> > >
> > > JMTC,
> > >
> > > Hilary
> > >
> > > Herb Partlow wrote:
> > > >
> > > > 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
> > >
> > > --
> > > Hilary L. Muludiang Senior Computer Support Specialist
> > > Saint Joseph's University Phone: (610) 660-1874
> > > 5600 City Ave. Fax: (610) 660-1536
> > > Philadelphia, PA 19131

Amen Brother Rick!

I too have recieved acceptable support (not fantastic, especially w/ info
regarding 4.0) overall from Remedy, but often it seems that they are
'guarding' information instead of distributing it to the community they
support. I've been at this for less than a year, but I was a little
distrubed when I came to the realization that most of the useful information
regarding the product comes from the professionals subscribing to this list
instead of from the company.

This list IS seem by many (most?) as the first resource for information as
opposed to going to the company to try to find a support resouce, and I'm
sure all would echo my appreciation of those senior developers/admins who
regularly contribute to everyone's welfare on the list, and the overall free
flow of ideas that takes place here. It's unfortunate that Rick's Account
Exec doesn't see the value represented here, or its reflections of the
shortcomings of Remedy's support.

David Kirkpatrick
Legacy Health System
dkirkpat@lhs.org
----------
From: Cook, Rick
To: ARSLIST@LISTSERV.ACSU.BUFFALO.EDU
Subject: Re: Remedy Support (blah blah blah)
Date: 18 February, 1999 11:24PM

Don't get me wrong. I have seen much worse tech. support than Remedy's. In
fact, some of their techs are quite good. My main beef is the lack of
awareness on the part of Remedy's mgmt. of the problems that we, the
customers see. That tells me that the communication chain between them and
the customer is broken somewhere, and/or they don't have any outside people
(other than the customers) backstopping their C/S processes. Either way, it
must be addressed, or the problems will worsen.

I like Remedy as a product, and think the company and the Help Desk industry
have a bright future. I just want a better process to manage the storage
and flow of the information received by Remedy from the customers so as to
better serve us with solutions.

Rick Cook
AMS Remedy Consultant
425-580-8139

> -----Original Message-----
> From: John Gould [SMTP:JGOULD@ABCDISTRIBUTING.COM]
> Sent: Thursday, February 18, 1999 11:09 AM
> To: ARSLIST@LISTSERV.ACSU.BUFFALO.EDU
> Subject: Re: Remedy Support (blah blah blah)
>
> Every time I've called Remedy, I've actually had pretty decent support. I
> remember twice that I had to leave a message, but found that Remedy
> responded within about 3 hours on both occasions. We opted for "You've got
> BASIC support !!!". Just thinking about the recording makes me laugh.
>
> What I've found however is that I get answers much faster on the list, and
> usually with a lot more explanation from the list (examples have been sent
> to me etc.) than through Remedy's Tech Support. Then even if the answer I
> get isn't exactly what I was looking for, the answers generally send me in
> the right direction and give me options that I haven't thought of. I, for
> one, really appreciate the list.
>
> John Gould
> abc Distributing
> Remedy Administrator
> jgould@abcdistributing.com
>
> > -----Original Message-----
> > From: Cook, Rick [SMTP:rick.cook@ATTWS.COM]
> > Sent: Thursday, February 18, 1999 1:53 PM
> > To: ARSLIST@LISTSERV.ACSU.BUFFALO.EDU
> > Subject: Re: Remedy Support (blah blah blah)
> >
> > We met with our new Sales Mgr. yesterday, and gave him an earful about
> the
> > shortcomings of Remedy's tech. Support. What frightened me the most was
> > that he seemed to think that this information was all new to him. Sort
> of
> > like the way tech. support responds to the problems we report, huh?
> >
> > Also, when I mentioned the ARSList as the source of some information,
> his
> > reaction indicated that he thought that this was some sort of bastard
> > child/black market for Remedy information that should be shunned at all
> > costs, and that both the people and the information here were
> unreliable.
> > Let's make our Remedy contacts know that this list exists primarily to
> > fill
> > the holes in their support web, and that we are neither unreliable nor
> the
> > lunatic fringe! We are The Customer!
> >
> > Rick Cook
> > AMS Remedy Consultant
> > 425-580-8139
> >
> > > -----Original Message-----
> > > From: Hilary L. Muludiang [SMTP:muludian@MAILHOST.SJU.EDU]
> > > Sent: Thursday, February 18, 1999 10:22 AM
> > > To: ARSLIST@LISTSERV.ACSU.BUFFALO.EDU
> > > Subject: Re: Remedy Support (blah blah blah)
> > >
> > > Having convinced the powers that be express support is the way to go,
> I
> > > cannot comment on your situation. However, my major beef with Remedy
> > > tech support, is how quickly they relate a server problem to a
> database
> > > issue no matter how much I try to convince them otherwise....
> > >
> > > JMTC,
> > >
> > > Hilary
> > >
> > > Herb Partlow wrote:
> > > >
> > > > 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
> > >
> > > --
> > > Hilary L. Muludiang Senior Computer Support Specialist
> > > Saint Joseph's University Phone: (610) 660-1874
> > > 5600 City Ave. Fax: (610) 660-1536
> > > Philadelphia, PA 19131

> We met with our new Sales Mgr. yesterday, and gave him an earful about the
> shortcomings of Remedy's tech. Support. What frightened me the most was
> that he seemed to think that this information was all new to him. Sort of
> like the way tech. support responds to the problems we report, huh?

And I met with him today. He seems to have been less surprised when I
threw out a couple of tech support rants I have. My experience with
Remedy tech support over the last four years has been generally favorable.
I have noticed a change in the last year or so, however, and it concerns
me. We now have more ways to seek support, but I'm not sure it's improved
my overall ability to resolve problems in a timely manner.

Larry Kemmerling
AT&T Wireless Services,
Aviation Communications Division

During a recent training session at Remedy I asked why such a strong
company did not have 800 support. To my amusement I was told that
not enough customers requested it.

I have personally received good support so far. But it is now a desire
to find out if there are enough customers out there that would prefer
to call an 800 number where now their 6 minutes of waiting time would
be their cost. I can see those 6 minutes would probably be reduced
quickly.

I know someone at Remedy would read this and I hope would pass it on
to those making the decision that not enough of us care for an 800#.

Jc
Dallas

> -----Original Message-----
> From: Fredrick Knack [SMTP:fhknack@NORTELNETWORKS.COM]
> Sent: Thursday, February 18, 1999 12:22 PM
> To: ARSLIST@LISTSERV.ACSU.BUFFALO.EDU
> Subject: Re: Remedy Support (blah blah blah)
>
> My guess is they're playing games with their "on hold" and "abandoned
> call"
> statistics. Recent calls I've made have had a 5 minute threshhold. If you
> force someone to leave a message after 5 minutes, that person probably
> hasn't waited long enough to just hang up (thus reducing the "abandoned"
> count), and the total hold time never exceeds 5 minutes. Great for
> advertising, dontcha think?
>
> (I visited the Atlanta area and saw billboards advertising Mindspring's
> response times. I can't confirm or deny their claims, but the message was
> that callers always get a real person immediately. Anyone care to confirm,
> deny, or comment on the quality of the immediate responses?)
>
> One of my personal pet peeves is sitting on hold for a while just to be
> told
> to leave a message. I mean, c'mon: If I didn't need help *NOW*, I'd go
> through the web, email, or--given the choice--left a message *before*
> sitting on non-toll-free hold. Even a "non-emergency" issue can be of
> immediate importance if you're schedule is tight. If I pick up the phone
> to
> actually call support, I expect to wait 20 minutes to an hour--maybe more.
> That's not necessarily an acceptable hold time, but it's still faster than
> the guaranteed 4 or more hours you'll wait for an online response. "Thanks
> for waiting now leave a message" seriously reduces my gruntlement.
> Unfortunately, Remedy is not the only company guilty of this growing
> trend.
> (Book-of-the-Month Club comes to mind, but I think they give you the
> brushoff immediately instead of making you wait. I've tried their
> email/web
> system, but responses took a minimum of two weeks and the answers
> indicated
> they hadn't even read the question.)
>
> Having said all that, my account rep assures me that Remedy Support is
> getting in a new system sometime around the middle of April. According to
> what he told me, the new system will prompt every five minutes or so to
> allow you the option of leaving a message or remaining on hold. We'll see.
>
> I've blind-copied my rep so he can see I'm not the only complainer. (Hi,
> Bob.) :-)
>
> Thanks. I'm feeling much better now, too.
>
> Regards,
> Fritz
>
> --------
> Fritz Knack
> Nortel NMC - Remedy System Administrator
> 901 Corporate Center Drive
> MS 419G01
> Raleigh, NC 27706
> fhknack@nortelnetworks.com
> 919-997-7077
>
>
> > -----Original Message-----
> > From: Herb Partlow [SMTP:hpartlow@CYLINK.COM]
> > Sent: Thursday, February 18, 1999 12:45
> > 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

I believe that they are trying to encourage folks to use Tech Support from
their Web page or Email.

Matthew S. Victor
Remedy Developer/Administrator
Arch Chemicals, Inc.
2 Terminal Drive - Suite # 10
Bethalto, IL 62010
(618) 258-6527 (V)
(618) 258-6733 (F)
msvictor@archchemicals.com

-----Original Message-----
From: Herb Partlow [mailto: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

If you are having this type of difficulty with support you need to call
Cecil Lawson who is the director of support. He has been very helpful in
similar cases.

ditto

-----Original Message-----
From: John Gould [mailto:JGOULD@ABCDISTRIBUTING.COM]
Sent: Thursday, February 18, 1999 1:09 PM
To: ARSLIST@LISTSERV.ACSU.BUFFALO.EDU
Subject: Re: Remedy Support (blah blah blah)


Every time I've called Remedy, I've actually had pretty decent support. I
remember twice that I had to leave a message, but found that Remedy
responded within about 3 hours on both occasions. We opted for "You've got
BASIC support !!!". Just thinking about the recording makes me laugh.

What I've found however is that I get answers much faster on the list, and
usually with a lot more explanation from the list (examples have been sent
to me etc.) than through Remedy's Tech Support. Then even if the answer I
get isn't exactly what I was looking for, the answers generally send me in
the right direction and give me options that I haven't thought of. I, for
one, really appreciate the list.

John Gould
abc Distributing
Remedy Administrator
jgould@abcdistributing.com

> -----Original Message-----
> From: Cook, Rick [SMTP:rick.cook@ATTWS.COM]
> Sent: Thursday, February 18, 1999 1:53 PM
> To: ARSLIST@LISTSERV.ACSU.BUFFALO.EDU
> Subject: Re: Remedy Support (blah blah blah)
>
> We met with our new Sales Mgr. yesterday, and gave him an earful about the
> shortcomings of Remedy's tech. Support. What frightened me the most was
> that he seemed to think that this information was all new to him. Sort of
> like the way tech. support responds to the problems we report, huh?
>
> Also, when I mentioned the ARSList as the source of some information, his
> reaction indicated that he thought that this was some sort of bastard
> child/black market for Remedy information that should be shunned at all
> costs, and that both the people and the information here were unreliable.
> Let's make our Remedy contacts know that this list exists primarily to
> fill
> the holes in their support web, and that we are neither unreliable nor the
> lunatic fringe! We are The Customer!
>
> Rick Cook
> AMS Remedy Consultant
> 425-580-8139
>
> > -----Original Message-----
> > From: Hilary L. Muludiang [SMTP:muludian@MAILHOST.SJU.EDU]
> > Sent: Thursday, February 18, 1999 10:22 AM
> > To: ARSLIST@LISTSERV.ACSU.BUFFALO.EDU
> > Subject: Re: Remedy Support (blah blah blah)
> >
> > Having convinced the powers that be express support is the way to go, I
> > cannot comment on your situation. However, my major beef with Remedy
> > tech support, is how quickly they relate a server problem to a database
> > issue no matter how much I try to convince them otherwise....
> >
> > JMTC,
> >
> > Hilary
> >
> > Herb Partlow wrote:
> > >
> > > 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
> >
> > --
> > Hilary L. Muludiang Senior Computer Support Specialist
> > Saint Joseph's University Phone: (610) 660-1874
> > 5600 City Ave. Fax: (610) 660-1536
> > Philadelphia, PA 19131