Is there such a thing as support?
Is there such a thing as support?
(OP)
Please help me negotiate through this tech support bubble known as PTC (oh how I miss you Mathsoft).
Anyway, I have a single-use license for home use. I haven't used it for a while and when I rebuilt my computer I didn't bother installing MathCad back on it, until last night.
I make it through to the part where it wants to go to the internet to get a license file. After a long delay, I get an error message saying all the licenses have been used, contact PTC for support.
I log into PTC's support website and don't have access to any support functions, but I can upgrade my account to get support. OK fine, but it has been so long since I bought v14 that I don't know my customer number. There is a link on the bottom of the page that if I need account support, email them. I did, and get a response back from PTC that this email is not for application specific support. I never had a problem clearing old, unused licenses from Mathsoft so I can use the software on a new computer. I'm deadlocked with PTC. Any suggestions?
Anyway, I have a single-use license for home use. I haven't used it for a while and when I rebuilt my computer I didn't bother installing MathCad back on it, until last night.
I make it through to the part where it wants to go to the internet to get a license file. After a long delay, I get an error message saying all the licenses have been used, contact PTC for support.
I log into PTC's support website and don't have access to any support functions, but I can upgrade my account to get support. OK fine, but it has been so long since I bought v14 that I don't know my customer number. There is a link on the bottom of the page that if I need account support, email them. I did, and get a response back from PTC that this email is not for application specific support. I never had a problem clearing old, unused licenses from Mathsoft so I can use the software on a new computer. I'm deadlocked with PTC. Any suggestions?
--Scott
http://wertel.eng.pro





RE: Is there such a thing as support?
RE: Is there such a thing as support?
Get this. Found a FAQ that states for single-use licenses (the one I'm worried about at home) contact mathcad-activation@ptc.com. So I emailed them, and got an autoresponse that says to log a call online. That's my problem! If I could do that, I wouldn't have had to email.
What kind of support network puts you to an email that responds with the comment that they don't help with application support? To have to dig around a bunch of FAQ to be pointed to an email address that should resolve my exact issue, but autoresponds with direction back to where the problem started to begin with? No wonder why PTC is world renown for their tech support.
I found one more email address to try to get a response. If that doesn't work, I'm buying Mathematica (home-use license $295). They even have a free viewer so if my license were to expire, I could at least still view all the work I've created. I miss Mathsoft. I never had a problem with their tech support.
--Scott
http://wertel.eng.pro
RE: Is there such a thing as support?
Ed Danzer
www.danzcoinc.com
www.dehyds.com
RE: Is there such a thing as support?
Thankfully, I have every other Friday off and managed to connect with PTC via phone last Friday and got a new license file emailed to me.
That still doesn't excuse the fact that the PTC support website states to send an email if you can't find the answer you need. Then the email address auto-responds with a link back to the support website. The circular support is ludicrous.
--Scott
http://wertel.eng.pro
RE: Is there such a thing as support?
RE: Is there such a thing as support?
My son was taking a drafting class a couple of years ago and he showed me some of the capabilities of Solidworks and it is impressive, but after seeing the pain that PTC has caused MathCad users I decided to pass.
David
RE: Is there such a thing as support?
When you do get sorted, my advice would be to NOT automatically register on line. Get the the license.dat file or whatever by email and keep a copy. This will allow you to reinstall, at least on the same machine. If you try to reinstall automatically, you will be blocked out because their system will already have you at the limit of licences. In order to automatically register again, you would need to convince them to reset the license server.
RE: Is there such a thing as support?