Problems with GTAC Support
Problems with GTAC Support
(OP)
I recently made some complaints about GTAC and some that heard were quite suprised that I had issues. They said that they had only heard glowing reviews. So I want to know, does anyone else have issues with GTAC?
Here's one problem I have to get some ideas going. I hate when GTAC codes things as "Working as Designed". Yes I understand if I'm trying to use the sweep command to put in a threaded hole, there is nothing wrong with sweep and it is working as designed. But they seem to throw that out anytime they don't agree with your request. I feel like saying, "I know it's working as designed. That's why I'm calling. I don't like your design!"
So does anyone else have similar headaches? I'd love to hear about them.
Here's one problem I have to get some ideas going. I hate when GTAC codes things as "Working as Designed". Yes I understand if I'm trying to use the sweep command to put in a threaded hole, there is nothing wrong with sweep and it is working as designed. But they seem to throw that out anytime they don't agree with your request. I feel like saying, "I know it's working as designed. That's why I'm calling. I don't like your design!"
So does anyone else have similar headaches? I'd love to hear about them.
Mike Thompson
Mechanical Engineer
www.wagstaff.com





RE: Problems with GTAC Support
My advice to you is this, if the feedback you get is that something is 'working as designed' and you still feel that that was not an appropriate resolution to your issue, then there are two things that you can do.
Now it IS possible that you are attempting to use one function to accomplish something for which there is a more suitable function that may work better for you (it's amazing how often the real problem is so-called 'software abuse' ;-). What I would do is ask the GTAC person that you're dealing with to suggest that if this function is doing what it's supposed to do and yet you are still unable to accomplish your task, that perhaps they could suggest an alternative workflow. If what they suggest is still not suitable and you still feel that the original functionality SHOULD have covered your situation, then DEMAND that this issue be converted to an ER, which will then take it out of the hands of GTAC and transfer it directly to the responsibility of the Development organization where it will be reviewed by the appropriate Product Manager, who is ultimately responsible for the enhancements and projects which will be done for each release of NX. If your argument is legitimate and a case can be made for making changes to provide the additional capability needed, that will be taken into consideration when resources are allocated for future development projects. That's how the process works.
John R. Baker, P.E.
Product 'Evangelist'
Product Design Solutions
Siemens PLM Software Inc.
Industry Sector
Cypress, CA
http://www.siemens.com/plm
http://www.plmworld.org/museum/
To an Engineer, the glass is twice as big as it needs to be.
RE: Problems with GTAC Support
I have been using NX since NX5 was released, and find GTAC to be invaluable. I would say over 95% of the time I am satisfied with their assistance, be it an answer to a question, a solution/workaround for a bug, or issuing ER's and PR's. With the exception of ER's and PR's my problem is usually resolved in one phone conversation, or within a few hours at worst. I have also learned a lot from the guys at GTAC about the software that was never shown to me in any Siemens class.
I am able to use the software better and more efficiently thanks to the assistance of the people at GTAC. Not that they are able to fix every problem, but in my opinion they do an incredible job!
GTAC fanboy:
MattG
RE: Problems with GTAC Support
RE: Problems with GTAC Support
John Joyce
N.C. Programming Supervisor
Barnes Aerospace, Windsor CT
RE: Problems with GTAC Support
RE: Problems with GTAC Support
I found that when I was heavily involved with GTAC on issues, they will go out of their way to provide the information that you need. In some cases, I was given white papers on future projects to review to see if what they were planning would satisfy what I had concerns with.
There are always cases where 'worked as designed' was the answer because engineers will try things that software development didn't think of. But in the end, GTAC will try thei hardest to support their customers and make NX work for you.
"Wildfires are dangerous, hard to control, and economically catastrophic."
Ben Loosli
RE: Problems with GTAC Support
Mike Thompson
Mechanical Engineer
www.wagstaff.com
RE: Problems with GTAC Support
I want to emphasise that GTAC is the messenger when it comes to a response like "works as designed". They represent you to us in product management and development, and we provide them with the responses to ERs and PRs. If they don't agree, we work with them to understand what YOU are trying to do. Trust me - they want you to be successful, and they let us know it.
As said before, if the system is working as designed, but not as you expect, please get an ER in the system so that we know about it, and work with the product managers to be sure we understand your requirements.
Mark Rief
Product Manager
Siemens PLM
RE: Problems with GTAC Support
Yes, I understand what you're saying. I have had great interaction with individuals at GTAC and understand that many times they are just the messengers from development. I've had concerns lately with the whole development process at Siemens and so wanted to see what issues others had, starting with GTAC. The conversations I'm having currently with Siemens personnel go far beyond GTAC and into their entire philosophy of quality. I just wanted to get an idea for how others feel about this part of the process.
I do plan on asking that this be made into an ER. This is about the fourth time this has happened at our company this month and so I'm just getting a little frustrated that it has been taking so much effort on our part to have our problems heard. Things get coded as working as designed that should be coded as ER's and the issues that do make it to PR status get coded as priority 2 or 3 when we've made it very clear that it's a big issue for us. Yes, I can call and ask that it be changed, but my wish is that I didn't have to spend so much time following up to make sure Siemens fixes its problems. I have plenty on my plate as it is, I shouldn't have to spend 3-4 hours a week sending emails and calling GTAC to make sure our needs are being met.
Mike Thompson
Mechanical Engineer
www.wagstaff.com
RE: Problems with GTAC Support
I probably use GTAC in a manner that GTAC would rather I not. I use it when I am looking for a specific function, as soon as the tech starts down the work around path I usually stop them. I have found that I can come up with as good a work around as anyone and that is fine with me. I have found that humans are much better at interpreting my function query.
I also occasionally have them help out with a corrupt or otherwise damaged part.
I have encountered the "working as designed" stone wall on rare occasions. The most aggravating one is when trying to draw in an expanded view, the system not only allows the user to access the third dimension (questionable utility) but insanely REQUIRES that the user make consideration of the third dimension when trying to make an offset line. this functionality may have had some utility back in the stick and sheet days, but they are far behind us now. Drawings are 2D modeling is 3D! Sorry had to rant!
RE: Problems with GTAC Support
John R. Baker, P.E.
Product 'Evangelist'
Product Design Solutions
Siemens PLM Software Inc.
Industry Sector
Cypress, CA
http://www.siemens.com/plm
http://www.plmworld.org/museum/
To an Engineer, the glass is twice as big as it needs to be.
RE: Problems with GTAC Support
Kal.
NX6.0.5.3mp03
P.B 6.0.3
RE: Problems with GTAC Support
--
Bill
RE: Problems with GTAC Support
Currently, I have an issue that has been deemed "working as intended" that I put together a powerpoint presentation showing the cost a default setting in CAM costs our company. This issue has been around at least since V15, and I can't even get a customer default box to edit.
I talk praise on your software to anyone who will listen to me, and even helped convert one of our facilities to NX. It's just this one issue is a sore spot for me. I can't see how gouging a part with default settings can be the dev's intent.
Ron Dawson
Manufacturing Engineer
Ducommun AeroStructures-Parsons
http://www.ducommunaero.com/index.html
RE: Problems with GTAC Support
John R. Baker, P.E.
Product 'Evangelist'
Product Design Solutions
Siemens PLM Software Inc.
Industry Sector
Cypress, CA
http://www.siemens.com/plm
http://www.plmworld.org/museum/
To an Engineer, the glass is twice as big as it needs to be.
RE: Problems with GTAC Support
I'll forward the powerpoint tomorrow and hope for the best.
Ron Dawson
Manufacturing Engineer
Ducommun AeroStructures-Parsons
http://www.ducommunaero.com/index.html
RE: Problems with GTAC Support
Other issues have been handled quite effectively, though, so overall I cant complain.
NX 7.5.0.32 MoldWizard
RE: Problems with GTAC Support
John R. Baker, P.E.
Product 'Evangelist'
Product Design Solutions
Siemens PLM Software Inc.
Industry Sector
Cypress, CA
http://www.siemens.com/plm
http://www.plmworld.org/museum/
To an Engineer, the glass is twice as big as it needs to be.
RE: Problems with GTAC Support
Any improvements in this area in NX7 and beyond?
RE: Problems with GTAC Support
On a positive note, within the last 6-9 months we have replaced most all of the older CRT's used by our developers with DUAL LCD displays, so if nothing else, dual monitor support has become a day-to-day issue for our own people as well. There is nothing like having to live with a problem yourself when it comes to finding a solution to those problems.
John R. Baker, P.E.
Product 'Evangelist'
Product Design Solutions
Siemens PLM Software Inc.
Industry Sector
Cypress, CA
http://www.siemens.com/plm
http://www.plmworld.org/museum/
To an Engineer, the glass is twice as big as it needs to be.
RE: Problems with GTAC Support
RE: Problems with GTAC Support
John R. Baker, P.E.
Product 'Evangelist'
Product Design Solutions
Siemens PLM Software Inc.
Industry Sector
Cypress, CA
http://www.siemens.com/plm
http://www.plmworld.org/museum/
To an Engineer, the glass is twice as big as it needs to be.
RE: Problems with GTAC Support