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sylsw1-Visitor
1-Visitor
May 7, 2021
Solved

Anywhere to complain the case solving quality

  • May 7, 2021
  • 3 replies
  • 3451 views

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?

Best answer by Leigh

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

3 replies

T
23-Emerald IV
TomU23-Emerald IV
23-Emerald IV
May 10, 2021

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

 

B
23-Emerald III
BenLoosli23-Emerald III
23-Emerald III
May 10, 2021

Escalate the call for lack of response.

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

 

    T
    23-Emerald IV
    TomU23-Emerald IV
    23-Emerald IV
    May 10, 2021

    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.

    L
    Leigh5-Regular MemberAnswer
    5-Regular Member
    May 10, 2021

    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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