A few weeks ago we had some big problems with renaming filesin the vault. I won't go into details about it because I amwondering how everyone feels about techincal support and the wayService Requests are submitted.
When our problem first reared its ugly face we of course called ourVAR and they told us to try a few things and we did to no avail.Eventually we go to an online meeting so that they can see exactlywhat is happening. They are stumped. We make some videos and packsome files and they forward them onto SWx. Eventually SWx admitsthe problem is with a bug and creates a SPR. A SPR?! We wouldrather have a fix to the problem since 80-90% of our vault is nowcorrupt and the only way to fix it is to go through every file inSWx.
Now it is a few weeks later, we still have our problems with ourvault, the boss is not happy and our VAR is playing the middle manbetween us and SWx. I realize that SWx cannot troubleshooteveryones problem immediately and thats why they have tech supportset up with VARs. However, I think there is a point that the VARcan no longer be a middle man and the problem has to be directlyaddressed.
How do you feel on this issue? Do you like the way SWx has theirtech support set up between VARs? Would you like to see somecontact from SWx if a problem cannot be resolved from theVAR?SolidworksGeneral
When our problem first reared its ugly face we of course called ourVAR and they told us to try a few things and we did to no avail.Eventually we go to an online meeting so that they can see exactlywhat is happening. They are stumped. We make some videos and packsome files and they forward them onto SWx. Eventually SWx admitsthe problem is with a bug and creates a SPR. A SPR?! We wouldrather have a fix to the problem since 80-90% of our vault is nowcorrupt and the only way to fix it is to go through every file inSWx.
Now it is a few weeks later, we still have our problems with ourvault, the boss is not happy and our VAR is playing the middle manbetween us and SWx. I realize that SWx cannot troubleshooteveryones problem immediately and thats why they have tech supportset up with VARs. However, I think there is a point that the VARcan no longer be a middle man and the problem has to be directlyaddressed.
How do you feel on this issue? Do you like the way SWx has theirtech support set up between VARs? Would you like to see somecontact from SWx if a problem cannot be resolved from theVAR?SolidworksGeneral
