SolidWorks Tech Support

Another round of comments solicitated.

How is the tech support offered by SolidWorks? It seems PTC has
outsourced its service to the India. The quality of the support seems
to be pretty good. The fluency of the English language is excellent.
The ability to understand the tech, however, is not.

Has SolidWorks kept the support center in North America? Not that I
call for hand holding, that's what this group is for! ;^) Reporting of
bugs is another story.

TIA,

--
Windoze 2000 SP4
768 MB RAM
nVidia Quadro2 MXR/EX Driver Build 4.5.2.3
Wildfahr 2003451
-
Doug E. Eicher
Global Inc./SFC Valve Corp
mailto:
What I say here are my own thoughts and opinions and do not reflect views of my employer.

 

The first tech resource is your VAR (after this group, of course.)

WT

of my employer.

 

Doug:

Your support should come from the folks you bought the software from,
so that's local. If you find some problem with that support, you can
get help from Boston, but you shouldn't get in the habit of doing that,
the response time is probably not as good. The folks in Boston are
there to help your local support folks if they get stuck. I imagine
there is support in India, but that is for people from India. The
quaility of resellers varies a lot. Some resellers have this nasty
habit of putting wet-behind-the-ears newbies on tech support, which I
think is a big mistake. I recommend getting to know the guys at your
reseller and finding a way to make sure you get your tougher questions
answered.

matt

 

The way it works is you pay yearly for support to your local VAR. In turn
if you have a good VAR they will take the time to work through any question
you may have reguarding functionality of SolidWorks wether it be bugs or
settings etc obviously they are not going to train you unless you have a
deal worked out with them on that which means more $$. Our VAR is quite
friendly and knowledgeable I have never been disapointed. If you submit a
bug that they can verify then they submit it to SW for a SPR if one has not
already been submitted then they may notify you when SW has issued the SPR
and when it has been fixed.

Corey Scheich

 

IIRC, for PTC, the second source (first being USENET or Pro/USER
listserv :^) is PTC or RAND, who we dumped. I guess with SW, VAR
selection is as important as the initial software purchase.

BTW, the tech call came via PTC's call logger web form.

Thanks,
DE