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sylsw1-Visitor
1-Visitor
May 7, 2021 11:32 PM UTC
Solved

Anywhere to complain the case solving quality

I opend a lvl 2 support  case two months ago, the support team just keep changing assignee again and again. No time limit for your support case?

LeighAnswer
Emeritus
May 10, 2021 1:54 PM UTC

Hi @sylsw 

I am sorry to hear about your experience.  If you wouldn't mind, please PM me the case number so that I can follow up internally on this.

 

Thanks,

Leigh

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4 replies

TomU
TomU23-Emerald IV
23-Emerald IV
May 10, 2021 12:06 PM UTC

It seems like whatever time limits may exists, they are reset by any response from PTC, even if it's not helpful and doesn't lead to case resolution.  There are exceptions of course, but overall the quality and responsiveness of tech support has steadily declined over the last several years.

 

Not sure it's helpful, but here's the official PTC document on support services:

https://www.ptc.com/-/media/Files/PDFs/legal-agreements/fy20/Support-Terms-Conditions-July-2020/PTC-Support-Services-Terms-and-Conditions-EN-July-2020.pdf

 

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BenLoosli23-Emerald III
23-Emerald III
May 10, 2021 1:07 PM UTC

Escalate the call for lack of response.

PTC's help desk phone number used to be 8004PTCHEL(L) but PTC said it was (P).

 

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    TomU
    TomU23-Emerald IV
    23-Emerald IV
    May 10, 2021 1:30 PM UTC

    Escalating doesn't seem to do much anymore either.  Basically a supervisor calls and says we'll get working on it and then nothing really changes.  Unless you actually have an 'enterprise down' situation, escalating probably won't get the case resolved any faster.

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    LeighEmeritusAnswer
    Emeritus
    May 10, 2021 1:54 PM UTC

    Hi @sylsw 

    I am sorry to hear about your experience.  If you wouldn't mind, please PM me the case number so that I can follow up internally on this.

     

    Thanks,

    Leigh

    Translate
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