That maybe true, but if you’re having a problem and your VAR can't repeat it their station... then how can your VAR turn it in as a bug. Because I'll bet you if your VAR can't repeat it then SW won't either. (These are my numbers from the Tech support that I do here) 80% of the time it's an OE error (OE = Operator), 10% it's a computer problem (that includes networks, TEMP folder not getting cleaned out and other computer issues), the last 10% are bugs in the software
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As for you troubleshooting the problem YOUR having is somewhat needed because if you can't help your Tech support VAR to understand the problem or process, then they will have a hard time helping you out. Sending them information about the problem is required. It's hard to get a feel for someone you have never met and they are explaining their project in great detail. And the reason why you are explaining in great detail is because you have been working on it for a long time or your experience is in that field or it’s something that you fully understand and you know the function of that part. You have to remember we are all not experienced in your field or maybe we just don’t understand what you’re describing to us. Having something to work with helps us figure out your issue. We see tons of parts from all different types of fields. Not just from the one you’re at, but from Mold houses, Sheet metal house, Product development, R&D, Drafting, automation, etc... These fields all are different. So if you have a problem and you don't help your VAR track or figure out the problem, then your shooting yourself in the foot. Because “if you don’t help me, I can’t help you”. That doesn’t mean that you have to figure out the exact cause of the problem. That’s our job, but helping us to figure out what you did, what happen or how things might have changed (Detailed instructions with screen shots, any newly installed programs, etc….) will help us to help you. Our job is to help get the most of your software and I’m sure most Tech support VAR’s are willing to help out their customers. If you have a VAR that is not, then look for another one. Just try not to be rude to them because they are doing a job that most people would hate.
All users should do Tech support for a month. I was told this before I took the job I am in now and I said, “Oh you have an easy job”…. I was
wrong, this is and can be a hard and stressful job. But I like the challenges I have everyday. I like to think I have a good relationship with my customers. I know there are a few of customers here at this forum because I pointed them to this site. But I also pointed them here because of that vast amount of information. So if any of you (My Customers) disagree let me know
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. But they are all willing to help me, so I am more than willing to help them figure out an issue. Sometimes there isn’t a fix for their problem. I do try to find a workaround so I can at least provide them with that. Sometimes there isn’t and if that’s the case then by their request I try to get the problem escalated. So SW will have a fix for them ASAP. We have rules that we have to follow just as most other people have. We also have a Chain of command that we go through. If we get stopped in one direction we find another one. It’s our job to find a fix, find a workaround, if a workaround can’t be found and an SPR has been issued for it, then we get it escalated for you. What ever it takes to make the customer happy is our goal but we can’t make everyone happy. I’ll bend over backwards to help someone out. But sometimes I get stopped and when I do I give it the next person above me. I try to practice that out here at this forum (Helping out). I have a hard time doing it now, because my job keeps me so busy now, but I find time to help all of you out.
I hope that most VAR’s or Tech support gurus like myself agree with what I stated above. If you don’t let me know and we can discuss this.
Best Regards,
Scott Baugh, CSWP
faq731-376