BMC TrueSight Capacity Optimization Customer Service and Technical Support

Application Performance Mnagement Specialist at a insurance company with 5,001-10,000 employees
Because we've used the product for 20 years we have direct lines to product management and to the leads. But I'll be honest, when we use technical support, if we just call in, I get very frustrated. They are the front-line support people and they really don't know that much. They've got a script and they want certain information. I always supply that information when I open a case because I know they want it, and they still come back and ask for it a second time. That frustrates me. To be honest, I haven't opened a case like that for a long time. I know who to talk to and I just email. I tend to circumvent tech support a little bit. The fact of the matter is that we have very few problems. It goes back to stability. Really, truly, rarely do I have to go and open up anything. If I do, it's usually for new functionality. The old stuff is solid. Rock solid. View full review »