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New subscription punishment policy here 5

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I was not happy with my VAR anyway. I usually ended up trying to solve my own issues. I would like to see users that have purchased SW, get free updated versions with proof of license...if there was a way to do it.

Chris
SolidWorks/PDMWorks 08 3.1
AutoCAD 06/08
ctopher's home (updated Jul 13, 2008)
 
This really bites. Any stumbles I have came upon in SW have actually been answered on here. All you guys charge are purple stars yet we pay our VAR a few $thousand.

Well there is the sticky thing called service packs to fix bugs on there software. As much as users complain about Micro$oft, at least they don't charge you for all of the fixes for there software. On a similar note, there was a recall on a radiator hose and Chrysler paid for there mistake instead of charging us extra for it. Basically I think that service packs should be free for the version that was purchase (07,08, etc.)

[soapbox]

Flores
 
Wait a minute...we don't get paid for posting to the forum?!? They told me the check was in the mail!

I really don't understand the SW corporate logic on this one. The way I see it is that they should be grateful that we stick with their software at all. After all, in a free market there are usually other alternatives that are competitively priced. It sort of smacks of a corporate buyout in the works. Eek a little more cash from the loyal subscribers just before closing your doors...

Chris, is this the reason your company isn't upgrading (if you don't mind me asking)?

Dan

 
Our standards are CATIA and ACAD. The CATIA guru's are God, they want everything thrown out and burned except their own.
Funny thing is they have their own seats of SolidWorks, but don't anybody else having it![flame]


Chris
SolidWorks/PDMWorks 08 3.1
AutoCAD 06/08
ctopher's home (updated Jul 13, 2008)
 
I have been dealing with corporate America too long...

Chris
SolidWorks/PDMWorks 08 3.1
AutoCAD 06/08
ctopher's home (updated Jul 13, 2008)
 
I hit that point in 1997 when I had trouble seeing the difference between Dilbert and where I worked.



Jeff Mowry
A people who value security over freedom will soon find they have neither.
 
Matt, did you say "get paid 50 cents" or "pay 50 cents"? My hearing isn't so good anymore. [smile]

Geeze, guys. Maybe we should start a hippie commune. I'm mean Westcliffe isn't too far from that already...

Dan

 
Ha, ha, ha! Good--it means the disguises are working as planned.



Jeff Mowry
A people who value security over freedom will soon find they have neither.
 
Funny they are doing that.

We had all of our guys off maintenance for 2 years. Last year we added maintenance to my PC only. They zinged us $500 EXTRA because I was off it for 2 years. So we told them we are not renewing everyones then. So, by fining us the 500 bucks, they lost out on at least 7 additional seats of maintenance being purchased.

Apparently they were ok with losing 7 maintenance seats just to gain 500 bucks from mine. Duh.

Now they are adding another 850 if over 120 days? HA. Well those 7 seats we still have off maintenance are definitely never going back on it now.
 
I think it will hurt them. Autodesk will probably pick up the slack...

Chris
SolidWorks/PDMWorks 08 3.1
AutoCAD 06/08
ctopher's home (updated Jul 13, 2008)
 
I just read this on Matt Lombard's blog. I figured it was posted on a public blog so it was ok to copy and paste:

Hey guys
Let’s address the two issues raised here individually. First, the issue of the late fees.
There is a very small handful of customers who let their subscription support lapse, but continue to take advantage of the benefits of paid support for weeks, months, or even years before renewing their service. These late fees have existed since SolidWorks was founded in 1995 as a way to recoup some of the money that we lose by providing ongoing support to these customers while the vast majority of customers continue to pay for support on schedule. Again, these late fees are nothing new—they’ve existed since the subscription support program began, and have historically been applied only to those very few customers who opt to stay on a specific version of software for an extended period of time. If you take a look at the document Matt posted, you’ll notice that it’s not discussing a new policy, but that the late fee is simply increasing by $350 for people who go past a new time threshold. Like Matt has said himself, this only affects people who have been using subscription support but have not paid for it for more than 120 days/3 months.

As to the second issue regarding the increase in the fees themselves, there are a few reasons why the new tier and price was added. There are major improvements in the product itself that warrant ongoing investment in both core functionality (performance and quality) as well as new functions. These new functions require more support in order to make our customers as productive as possible. And, all of the revenue generated from these subscription program fees is 100% dedicated to improving and enhancing the software’s functionality so that our customers can be more productive and efficient. It costs SolidWorks money to continue to provide subscription-level support to people who aren’t paying for it. There’s also the fact that things just cost more over time. And again, this late fee increase doesn’t affect the overwhelming majority of our customers—only those who continue to take advantage of support past that 120-day/3 month period.
Does that make sense to everyone?

If not, let me know.

Rich Welch - VP Customer Services SolidWorks



Jeff Mirisola, CSWP, Certified DriveWorks AE
 
Jeff, I was just about to post that. If you want to see things on the verge of getting out of hand with this brilliant policy, visit Matt's post--lots of users checking in with opinions:



Jeff Mowry
A people who value security over freedom will soon find they have neither.
 
Customer Service says said:
It costs SolidWorks money to continue to provide subscription-level support to people who aren't paying for it.
Click to expand...

So people that aren't paying for support, get the same services as those that do? Well that make sense. [ponder]

Joe
SW Office 2006 SP5.1
P4 3.0Ghz 1GB
ATI FireGL X1
 
Wouldn't it be smarter to not support the customers who aren't paying for it?

I have 7 seats to renew that have been off maintenance for 2 years.

They have never called for help. So, now we are expected to pay $6,000 to support the people who called in for help and didn't have a subscription?

I guess next time I go to the car dealer for a new vehicle they are going to charge me $500 for the gas in the car because 50 people test drove it before me.

 
There is a very small handful of customers who let their subscription support lapse, but continue to take advantage of the benefits of paid support for weeks, months, or even years before renewing their service.
Click to expand...

I don't buy that excuse. First if a VERY SMALL HANDFUL of customers get help without paying for it, why do they punish the majority who do pay for it? On the flip side, I bet more than a LARGE handful of customers NEVER use customer support. Have any of you been reimbursed for not using your VAR for customer support?





Flores
 
Every time SW crashes I fill out a report and ask for support to help me resolve the issue. NOT ONCE have these people called me. I am almost fed up with 08. I have 2 uninstalled seats of CATIA on my shelf and management said they don't really care which package I use as long as i get the work done.

SW2008 Office Pro SP3.1
Intel Core 2 Duo CPU
2.2GHz, 2.00GB RAM
QuadroFX 3700
SpacePilot/SpaceNavigator
 
I actually like CATIA, but is much more complicated and more powerful than SW. It's like SW on steroids. I have been trying to get official training on CATIA here at work...someday.

Chris
SolidWorks/PDMWorks 08 3.1
AutoCAD 06/08
ctopher's home (updated Jul 13, 2008)
 
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