Can't log calls online ?

346gnu · ‎Mar 14, 2011

Dear PTC,

Why can't I log my calls online anymore?

Regards

MartinHanak · ‎Mar 15, 2011

Charles,

I guess you don't have active maintenance.

Martin

Martin Hanák

346gnu · ‎Mar 15, 2011

Martin,

We have paid up.

We are a small business who use the software daily, we need higher end support.

I have a feeling something is changing.

Regards

MartinHanak · ‎Mar 16, 2011

Charles,

yesterday I opened call using http://www.ptc.com/appserver/cs/case/case_logger.jsp successfully.

Martin

Martin Hanák

DanMarotta · ‎Mar 16, 2011

Charles, I checked your account and you are on active maintenance. Were you not able to access the link Martin provided and log a case?

346gnu · ‎Mar 16, 2011

Hi Dan

I get the following message, I opened a call with my reseller. Perhaps I should carry on the discussion there ...

Thanks

Error

Our records indicate that Services for the given SCN/Product combination are provided by:

***************

Please contact your VAR for technical support on this product.

If you have questions about your Maintenance, please contact our Customer Care Center.

DanMarotta · ‎Mar 17, 2011

Yes, you are correct. Your reseller will have an AE on site to assist you. Sorry for the delayed response. I wanted to check internally that's the correct path to take.

-Dan

346gnu · ‎Mar 18, 2011

I have an excellent relationship with my reseller.

I paid maintenance, in part, because of the ability to file online.

This is now withdrawn without notice.

Why has this changed?

Thanks

JenniferCanale · ‎Mar 18, 2011

Hi Charles,

PTC has a new CRM system (since mid Dec). The reason that the system prevents a customer supported by a partner from logging a case is to keep consistent delivery of support to the end customer. Your partner is certified by PTC to provide first line support via hotline or online. The partner's website should have an online support tool for you to use. This ensures continuity that all of your issues are stored to one database and promotes easy reference for future issues you log with your partner. I think you'll agree that working with your partner as a single point of contact for support will lead to faster response times.

Best regards

Jen Canale

PTC Global Maintenance Europe