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346gnu13-Aquamarine
13-Aquamarine
October 19, 2012
Question

Unable to log cases online

  • October 19, 2012
  • 2 replies
  • 2947 views

Dear PTC,

We are unable to log cases online.

Before replying, please refer to last year's conversation.

Very unhappy

Regards

    2 replies

    3
    346gnu13-AquamarineAuthor
    13-Aquamarine
    October 19, 2012

    No, I am really annoyed.

    We have 2 seats of Mechanica.

    We are paying twice for support.

    We are a small Consultancy and occasionaly need answers quickly.

    Without being arrogant, we know more than our reseller. It is wholly unreasonable to ask a reseller to support, (in this case Creo Simulate), to the level we use this particular software.

    We have used Mechanica since before PTC bought RASNA. This does not mean we know everything but a very low percentage of our problems are ever be solved by the knowledge base. Some of our questions need us to understand how the software does things and there is a big disconnect between the user and the people who write the software.

    I would like to discuss the possibility of our maintenance bill being reduced to just software updates, no technical support.

    M
    MartinHanak24-Ruby III
    24-Ruby III
    October 22, 2012

    Charles,

    you are right, PTC made a big mistake. Last year they cut a possibility to open Case for end users. Only VARs are able to open a Case. So If you need to solve a problem you have to send its description to your VAR and ask him to open Case. VAR can send your name, email and telephone number to PTC Support and ask them to contact you directly (but nobody knows if PTC Support accept such procedure).

    Martin Hanak

    3
    346gnu13-AquamarineAuthor
    13-Aquamarine
    October 23, 2012

    Sigh,

    Our ability to file online was again taken away without any consultation. They didn't even tell our reseller.

    The ability to file calls online was a significant factor in our decision to purchase a second seat.

    We file calls with Ansys online and people call us back.

    The 'Customer Care' site I get redirected to is not useful at all.

    Please, unpsun feedback PTC?

    D
    DebKablotsky1-Visitor
    1-Visitor
    October 23, 2012

    Hi Charles,

    My name is Deb Kablotsky and I manage the PTC Technical Support website and self-service web tools. We haven't recently changed policies or procedures for logging cases online, but would you mind emailing me (-) your details - including the end customer name and SCN - and I can investigate your issue?

    Kind regards,

    Deb

      3
      346gnu13-AquamarineAuthor
      13-Aquamarine
      October 24, 2012

      Dear Deb,

      I have emailed our details.

      Regards

      J
      JenniferCanale1-Visitor
      1-Visitor
      October 29, 2012

      Dear Charles -

      The recent order placed through the VAR caused the change in our system. I am working on a resolution today. In the future, I encourage you to contact me or the partner directly.

      Regards

      Jennifer

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