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

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

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

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

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

I have had no problem with Remedy Tech. Support in the past; however, we
had a problem last week (2/9). I called Remedy Tech Support, was put on
hold for several minutes, and eventually ended up leaving a VERY
detailed message about our problem. They have yet to return my call.
We have Express service.

Fortunately, we were able to resolve our problem, but I am still
surprised at the lack of response from Remedy.

Scott Anderson
Information Technology
Eastman Chemical Company

> -----Original Message-----
> From: Cook, Rick [SMTP:rick.cook@attws.com]
> Sent: Thursday, February 18, 1999 2:24 PM
> To: ARSLIST@LISTSERV.ACSU.BUFFALO.EDU
> Subject: Re: Remedy Support (blah blah blah)
>
> 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

Thanks for the info - that's good to know. My primary frustration is with
not being able to reach anyone. Although I prefer using web and/or e-mail
for support questions, sometimes you actually need to talk to someone. I
just don't have time to wait a full day or longer between calls - (
sometimes it's a matter of try this and call me back - but you can't call
back - no one ever answers ... ).

Just venting 2 ...

> -----Original Message-----
> From: Heidi Conover [SMTP:hmconover@nyseg.com]
> Sent: Thursday, February 18, 1999 2:22 PM
> To: ARSLIST@LISTSERV.ACSU.BUFFALO.EDU
> Subject: Re: Remedy Support (blah blah blah)
>
> Our Company has had similar problems. I did find that if you hit zero as
> soon
> as you hear the voice mail it will take you to the receptionist. Then
> just ask
> for the Technical Support Receptionist. She tracked down the supervisor
> of the
> engineer assigned to my problem. Just a helpful hint!

Our Company has had similar problems. I did find that if you hit zero as soon
as you hear the voice mail it will take you to the receptionist. Then just ask
for the Technical Support Receptionist. She tracked down the supervisor of the
engineer assigned to my problem. Just a helpful hint!

We have basic support, and I often wait so long that I get the 'leave a
message'
message. In all the times (3?) that I left a message, I never received a
return
call. When I get the leave a message message - I hang up and call back. Last
week I did this 3 times in a row ... I was FURIOUS by the end of the third
call.
We pay a lot of money for support and I couldn't get any!!!

I have, at times, dealt with very knowledgable and helpful folks at Remedy.
I wish
I could request these individuals when I call. Many times I get no help at
all and
am treated as though I just learned how to plug in a computer. Of the last
3 major
issues I called Remedy on, 2 were closed as unresolved and one is still open.
(The one that is still open --229189-- is almost 2 months old and my customers
are threatening to throttle me if I can't fix the problem.)

I get better information from this list than from Remedy. Thank you all
for taking
the time to write in.

At 10:52 AM 2/18/99 -0800, you wrote:
>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
>
********************************************************************
Susan Markus
Technical Staff Member
CIC-15 / Advanced Database and Information Technologies
Los Alamos National Laboratory

email: markus@lanl.gov
voice: (505) 667-8425
fax: (505) 665-5402
********************************************************************

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

Ditto!!!!!!!!!!!!!!


______________________________ Reply Separator _________________________________
Subject: Remedy Support (blah blah blah)
Author: "Action Request System discussion list(ARSList)"
at ~ismail
Date: 2/18/99 09:44 AM


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
lah 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 mak
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
ack

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.comr>

I usually just submit my tickets to Remedy over the web. The only problem I have with doing it this way is that they never call back according to our support. We have express support. In most cases, I really don't need them to call back that fast.

Patty House




Patricia E. House
PCochran@indstate.edu
Systems Analyst
Indiana State University
ACNS/Parsons Hall P002
210 N. 7th Street
Terre Haute, IN 47809
812-237-8593

>>> Herb Partlow 02/18/99 12:44PM >>>

I agree. I begin to wonder if the cost of support would be worth it if not
for the upgrades (I guess eventually they will work correctly...right!?!).
This list seems to provide better direction and support than Remedy
responses do most of the time.
~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
Robin D. Deters
Network Support Specialist II University of Missouri
Integrated Technology Services-User Support 411 Clark Hall
(573) 884-0940 (573) 884=1817 Columbia, MO 65211
~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~



-----Original Message-----
From: Zielinski, Mike [NCSUS]
[mailto:MZIELIN@NCSUS.JNJ.COM]
Sent: Friday, February 19, 1999 7:57 AM
To: ARSLIST@LISTSERV.ACSU.BUFFALO.EDU
Subject: Re: Remedy Support (blah blah blah)

Here is my 2 cents worth.

We have had Remedy installed here for almost 4 years. While
I have not had
to contact Remedy Support recently, as we are currently at
version 3.0, when
I have had to contact it, it was hit or miss. Sometimes you
got what
appeared to be a rookie technician, and other times you
would be lucky to
get somebody who actually knew how the product worked.
(Which I find
surprising since they really only have one product to
support, not like the
myriad's of products that our individual organizations most
likely support.)


What I have also found quite interesting is this discussion
of the email/web
submissions. At a couple of local Users Group meetings,
Remedy has made a
point of talking about how Autodesk(who won some helpdesk
award) handles
support. Autodesk PREFERS web based submissions and made an
effort to
address any issues submitted via the web BEFORE any other
type of
submission. It would appear to me, based on this thread,
that Remedy is
taking a similar position. I know that when I have a
problem, I WANT AN
ANSWER. Afterall, we are all paying for SUPPORT, not
suggestions. When the
entire application environment is down, I want a person, not
some cyber
based suggestion system.

If Remedy is going to continue to grow in this marketspace,
then they need
to practice what they preach. I am sure that anyone who has
purchased the
Remedy product has heard the sales person state something to
the effect of -
You will be able to better answer your customers questions
and address their
issues by using our product.

One of the reasons that we are still on the 3.0 release is
primarily because
of the issues that this very list presented as problems with
3.2, and then
again with 3.2.1. We are currently waiting for the dust to
settle with the
4.0 release before we upgrade. Our Remedy implementation is
far too
important to our daily operations, just as all of yours are,
to just
"upgrade it" without some background research or testing.
Forums like this
one are the only way that we, the Remedy Administrators, can
get real
solutions and answers, to real questions and problems. It
will be
interesting to see how Remedy addresses this issue, since
they do "monitor"
the list.

Like I said, just my 2 cents......



Michael Zielinski
Information Engineering Consultant
Infrastructure Support Systems
Johnson & Johnson NCS - Raritan
mzielin@ncsus.jnj.com
908-429-6130

I think we should all start honestly filling out these customer surveys, especially the what can we do to make things better.

Patty House


Patricia E. House
PCochran@indstate.edu
Systems Analyst
Indiana State University
ACNS/Parsons Hall P002
210 N. 7th Street
Terre Haute, IN 47809
812-237-8593

>>> Terry Bootsma 02/18/99 03:42PM >>>
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

Here is my 2 cents worth.

We have had Remedy installed here for almost 4 years. While I have not had
to contact Remedy Support recently, as we are currently at version 3.0, when
I have had to contact it, it was hit or miss. Sometimes you got what
appeared to be a rookie technician, and other times you would be lucky to
get somebody who actually knew how the product worked. (Which I find
surprising since they really only have one product to support, not like the
myriad's of products that our individual organizations most likely support.)


What I have also found quite interesting is this discussion of the email/web
submissions. At a couple of local Users Group meetings, Remedy has made a
point of talking about how Autodesk(who won some helpdesk award) handles
support. Autodesk PREFERS web based submissions and made an effort to
address any issues submitted via the web BEFORE any other type of
submission. It would appear to me, based on this thread, that Remedy is
taking a similar position. I know that when I have a problem, I WANT AN
ANSWER. Afterall, we are all paying for SUPPORT, not suggestions. When the
entire application environment is down, I want a person, not some cyber
based suggestion system.

If Remedy is going to continue to grow in this marketspace, then they need
to practice what they preach. I am sure that anyone who has purchased the
Remedy product has heard the sales person state something to the effect of -
You will be able to better answer your customers questions and address their
issues by using our product.

One of the reasons that we are still on the 3.0 release is primarily because
of the issues that this very list presented as problems with 3.2, and then
again with 3.2.1. We are currently waiting for the dust to settle with the
4.0 release before we upgrade. Our Remedy implementation is far too
important to our daily operations, just as all of yours are, to just
"upgrade it" without some background research or testing. Forums like this
one are the only way that we, the Remedy Administrators, can get real
solutions and answers, to real questions and problems. It will be
interesting to see how Remedy addresses this issue, since they do "monitor"
the list.

Like I said, just my 2 cents......



Michael Zielinski
Information Engineering Consultant
Infrastructure Support Systems
Johnson & Johnson NCS - Raritan
mzielin@ncsus.jnj.com
908-429-6130

I agree an 800 number is needed.
Marc Sleven
Manager of Technical Support

20162 Windrow Drive
Lake Forest, CA 92630
Phone: (949) 598-5239
Fax: (949) 958-2600
mailto:msleven@ibaset.com
URL: http://www.ibaset.com


-----Original Message-----
From: Citalan, Javier
[mailto:Javier.Citalan@ARCHONGROUP.COM]
Sent: Thursday, February 18, 1999 10:45 AM
To: ARSLIST@LISTSERV.ACSU.BUFFALO.EDU
Subject: Re: Remedy Support (blah blah blah)

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

Hello fellow Support Sufferers

Just a quick note to let you know that the European Support Centre is
equally useful (NOT) - Getting through to a support person isn't too
difficult (providing you use the main switchboard number dodge as mentioned
elsewhere on the list)... It's the answers (or lack of them) that are the
problem...

I placed 2 calls recently and have had one response which basically told me
that "We cannot recreate your problem so we can't help you - Bye", As yet I
have not received a response for the 2nd call (Placed 4 days ago!!!)

Herb, Thanks for giving me the opportunity to "vent" - I feel much
better!!!!

Rob Addy

> ----------
> From: Herb Partlow[SMTP:hpartlow@CYLINK.COM]
> Reply To: Action Request System discussion list(ARSList)
> Sent: 18 February 1999 17:44
> 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
>

Regarding Remedy Support Experience,

Basic support does not guarantee a 4 hour turn-around. I think it's a
24-hour turn around. It is not unusual to have to leave your message
as voice mail and have your call returned later. However, I have never
failed to get a problem resolved by Remedy tech support. Some problems
were complex and took weeks, sometimes even months to resolve. Most
were solved, however with only one or two contacts. I have always found
the tech staff to be extremely knowledgable and persistent. There have
been cases where a tech support person finally had to pass the problem
to another member because of the difficulty of the problem, but patience
on my part has always been rewarded. Their staff is exceptional both
in their courtesy and technical knowledge. My experience is that you
are well served if you work with the staff and display some common
courtesy. I'm sure their world is not perfect either.

= = = = = = = = = = = = = = = = = = = = = = = = = = = = = = = = = = = = =

Don Moore (Raytheon, Code 931 "The TAG", GSFC/NASA)

email: don@mirkwood.gsfc.nasa.gov
phone: (301) 286-9195

- - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -
When I was a boy of fourteen, my father was so ignorant I could hardly
stand to have the old man around. But when I got to be twenty-one,
I was astonished at how much the old man had learned in seven years.

-- Attributed to Mark Twain
- - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -

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

Cecil actually changed departments in Remedy a few months back, so he's not
the support director anymore.

-----Original Message-----
From: Jerrie Spillman [mailto:jfspill@BVEMX.PPCO.COM]
Sent: Friday, February 19, 1999 11:56 AM
To: ARSLIST@LISTSERV.ACSU.BUFFALO.EDU
Subject: Re: Remedy Support (blah blah blah)


Cecil, Are you listening?






"DDA.RFC-822=ARSLIST@LISTSERV.ACSU.BUFFALO.EDU/P=Internet/A= /C=us" on
19-02-99 01:31:13 PM
Any replies will be addressed to:
"DDA.RFC-822=ARSLIST@LISTSERV.ACSU.BUFFALO.EDU/P=Internet/A= /C=us" @ X.400


To: "DDA.RFC-822=ARSLIST@LISTSERV.ACSU.BUFFALO.EDU/P=Internet/A=
/C=us"@X.400

cc:





Subject: Re: Remedy Support (blah blah blah)

This message is in MIME format. Since your mail reader does not understand
this format, some or all of this message may not be legible.
----------------------------------------------------------------------------
---
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

Cecil, Are you listening?






"DDA.RFC-822=ARSLIST@LISTSERV.ACSU.BUFFALO.EDU/P=Internet/A= /C=us" on
19-02-99 01:31:13 PM
Any replies will be addressed to:
"DDA.RFC-822=ARSLIST@LISTSERV.ACSU.BUFFALO.EDU/P=Internet/A= /C=us" @ X.400


To: "DDA.RFC-822=ARSLIST@LISTSERV.ACSU.BUFFALO.EDU/P=Internet/A= /C=us"@X.400

cc:





Subject: Re: Remedy Support (blah blah blah)

This message is in MIME format. Since your mail reader does not understand
this format, some or all of this message may not be legible.
-------------------------------------------------------------------------------
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

Hahahahah! BASIC! Yep, I thought it was just me giggling whenever I called,
it's nice to know I'm not the only one.

John Gould wrote:

> 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.

I've had the same problem, many times. And when I did talk to a live
person, I could not understand anything he said.
I could not understand the words he was saying, the technology issues
weren't the problems, but he spoke in broken-English

> -----Original Message-----
> From: Jo Ann N. Smith [SMTP:remlist@DFAS.MIL]
> Sent: Friday, February 19, 1999 8:37 AM
> To: ARSLIST@LISTSERV.ACSU.BUFFALO.EDU
> Subject: Re: Remedy Support (blah blah blah)
>
> Ditto!!!!!!!!!!!!!!
>
>
> ______________________________ Reply Separator
> _________________________________
> Subject: Remedy Support (blah blah blah)
> Author: "Action Request System discussion list(ARSList)"
> at ~ismail
> Date: 2/18/99 09:44 AM
>
>
> 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
> lah 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 mak
> 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
> ack
>
> 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.c
> om> r>

Yeah, support ain't what it used to be. Of course, it probably never was.
;-)

> -----Original Message-----
> From: Pattie Vargas [SMTP:Pattie.Vargas@MITCHELL.COM]
> Sent: Friday, 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......
>

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