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KrisR1-Visitor
1-Visitor
March 27, 2012
Question

PTC Tech Support

  • March 27, 2012
  • 3 replies
  • 3517 views

I am new to PTC and as such have had situations where I needed to contact tech support about a few issues.

Before I state my opinion, I was wondering what others' thoughts and experiences are about contacting PTC support directly? How did it go for you?

I'd love to hear your thoughts - and I didn't find a forum appropriate for this topic, so I put it here. My apologies if there is an more appropriate place.


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3 replies

D
DanMarotta12-Amethyst
12-Amethyst
March 27, 2012

Kris, were your recent issues related to Creo or general modeling in Creo?

K
KrisR1-VisitorAuthor
1-Visitor
March 27, 2012

Specifically, the training (PrecisionLMS) downloads for Pro E/Creo 5 and understandability of the tech support staff.

J
JonathanHodgson13-Aquamarine
13-Aquamarine
March 27, 2012

If I'm totally honest, my experiences have often been mediocre.

I usually get the call centre in Algeria(?), where I find it difficult to understand the accents, and I've often felt that the 'tech' on the other end of the phone knows no more about using the software than I do - and sometimes less - and it can be a struggle to convince them that what I'm reporting is, in fact, a problem.

I have provided feedback to this effect on a couple of occasions, I think.

I did recently have a much better experience after a call got routed to Germany - the tech there seemed to understand my problem, made a couple of sensible suggestions, and after a few emails we isolated and reproduced the issue.

Patriot_1776
Patriot_177622-Sapphire II
22-Sapphire II
March 29, 2012

Yeah, a more fluent grasp of English and less accent would be awesome, but, it must be noted, that this issue is not limited to PTC. The problem is, that the more complicated the topic, the harder the language barrier becomes. For software like this, the call center's people should have English as the primary language.

K
KrisR1-VisitorAuthor
1-Visitor
April 3, 2012

I agree. Many companies have sent their tech support departments to other places.

When that happens for something I have control over (such as my phone company or cable company), I switch to a business that has support where I want it.

In this case, I am not able to do that.

D
David_M1-Visitor
1-Visitor
March 29, 2012

I'd still like to know how to get PTC support and not have to use a reseller.

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