Wait time for tech support from VAR?

[ScottinSD]

I am curious as to how long other users have to wait for tech support when they call their VAR?

My VAR was recently purchased by a larger reseller, and in my opinion the tech support and other services have decreased in quality. How would others rate thier VAR's tech support?

Thanks and Happy New Year to All!

Scott

 

[rockguy]

Our VAR has great support. If we don't recieve a live person on the tech support line we definately have a call back with in an hour (usually less). I guess we are fortunate, I've heard a number of complaints in this area.

Rob Rodriguez CSWP
President: Northern
Vermont SolidWorks User Group

http://www.robrodriguez.com

SW 2006 SP 2.0

 

[Beggar]

Ditto to rockguy.

Our tech support is generally very good. I usually get through straight up but they will sometimes put me off for a return call.

However, there are a couple of guys there who struggle with some fairly simple stuff. Others are great.

Overall, though, the tech support's been good.

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Bring back the HP-15

http://www.hp15c.org

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[wes616]

Here is my struggle... At my old company, if I wanted to talk to the VAR about a SWx problem, I just called them up... Now I am at a new (bigger) company where I am not allowed to talk to Software vendors.... everything is through our company tech support! I gotta tell you, every time I call the "help desk" there is someone new... and they have never ever even opened SWx... I called this week, and had to explain to the girl what the heck Solidworks was... and WHY IT WAS EVEN ON MY COMPUTER!!! AND THIS IS AN ENGINEERING COMPANY FOR GODSAKE! I miss the days of being able to just complain about my VAR!!!!

Wes C.
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When they broke open molecules, they found they were only stuffed with atoms. But when they broke open atoms, they found them stuffed with explosions...

 

[ScottinSD]

Actually today I have received excellent service. Perhaps I should rephrase and say that the service is kind of "variable". Sometimes the wait times are long and the level of expertise of the help desk varies. Also seems like the the VAR's records for our company are "confused" with regards to updates, and service contracts. Maybe I expect too much.

Scott

 

[Theophilus]

I never call my VAR. I did that a couple of times a few years back and found that normally if I was stumped on an issue, they would be too. I usually figure it out myself or with the use of this forum.

As far as I'm concerned, the $1,400/year is merely for keeping up to date with the software.


Jeff Mowry

http://www.industrialdesignhaus.com

Reality is no respecter of good intentions.

 

[Beggar]

Theophilus, did your VAR go upstream to SWX tech support if need be? I've had a couple cases where my VAR took a day to work things out with corporate and then get back to me.

Once worked in my favor with a solution; the other ended up with the "non-supported" answer. For the latter, I invested the energy to work it out for myself (and felt quite smug for having been able to do so without the help).

--------------------
Bring back the HP-15

http://www.hp15c.org

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[Theophilus]

They said they would do that, but the issue never was resolved. (I needed a rendering of only contour lines of a part and most of the lines wouldn't show in the rendering.)

I tried lots of things only to conclude the feature didn't work properly and apparently no one knew how to resolve it. Usually I can find work-arounds for anything, but not in this case--just a brick wall.


Jeff Mowry

http://www.industrialdesignhaus.com

Reality is no respecter of good intentions.