Olivier,
Thank you for responding. We have been using MKS / Integrity / RV&S since the early days of MKS, when the support was extremely good and problems would get resolved, typically in hours not days, weeks or never. There was also a sense of commitment in seeing the job through.
I tend to avoid using support these days because the service is appalling and never seems to provide a solution. I typically end up calling on the services of ex_MKS support engineers who actually have a good knowledge of the system and some real world experience.
A recent issue / support case is a typical example. We had a significant problem and we got a lot of inappropriate and incorrect guidance from support, which also wasted a lot of time. In the end, we have resolved the problem ourselves by calling in favours. If we had gone with the advice of support we would probably have trashed the system - very disappointing and irresponsible on the part of PTC.
Given the cost of support, and what is provisioned in our contract, I would expect a lot more. I find it very frustrating that the knowledge level of support staff is low and there doesn't seems to be any interest / urgency in reaching a solution.
We are seriously considering moving on from PTC and looking for an alternative. While it will cost a fortune to migrate to a new system it would be better than where we are at the moment.
I would be grateful if you could direct me to your official formal complaints procedure or the Director responsible for customer service. While I could place something on the forum I want action, compensation and a resolution.
Thank you
Shane
