Best effort to fix problem - monitoring of issues ongoing.
Got to the problem quickly
Whilst experiencing problems with Solidworks, which I had reported some weeks ago, my IT department then made some suggestions in order to fix this problem. SolidSolutions knowledge of this issue was outstanding and has brought a resolution to the fore. I am most grateful for the support that they provided me with. Thank you.
Service rating : He was professional and helpful and sorted out my issues.Product : I'm disappointed in 2019. It is slower than 2018 and even after waiting for SP01 before loading it there are still silly issues and even in the first month of use it crashed more the 5 times. I'm beginning to wonder why I keep the subscription going when all I get is something that's worse than the previous version.
Service rating : Excellent knowledge and responseProduct : First Class response and call back.
What seemed an unusual bug in simulation was fixed with an odd workaround, which does repeat itself, but I know how to work with it.
Very good on the phone and got to the root of the problem quickly.Very knowledgeable of the registry files behind Solidworks.Thank you.
Quick response and problem solved
First time doing a hinge couldn't get it to work properly out side the part when in Assy, with in minutes of asking for help was shown and explained how it worked brilliant.
Engaged and supportive.
Sorted my problem, and gave me some great extra tips!
Service rating : Great communication and very knowledgeable. Got the issue fixed!Product : Always someone available and willing to help.
Simulation Issue, which can be a minefield. Alex was very helpful and even visited me to get a feel of the problem and how much knowledge I had, but after a couple of weeks of chasing the stress around and not being able to get rid of it I'm disappointed that Solid Works can't remove " singularities form the equation altogether.
Excellent service. Always have my issue sorted quickly. Engineers are great, very helpful.
Once I'd got hold of teh correct person to speak to the issue was resolved quickly and effectively
Jon Crookes was able to help us through the final stage of our PDM upgrade
As always, very helpful
Service rating : Very efficient. sort problem out in 5 minsProduct : Very efficient. sort problem out in 5 mins
Service rating : I had an issue with a complex twisted feature on a model and was unsure how to go about it. Over a period of around a week and a half I had multiple calls per day with 2 members of the support team. They both had several suggestions of how to achieve the desired result and talked me through every step of the way. They were well informed, explained their suggestions clearly and never seemed to lose patience....despite the persistent calls from me until the model was complete.Product : I had an issue with a complex twisted feature on a model and was unsure how to go about it. Over a period of around a week and a half I had multiple calls per day with 2 members of the support team. They both had several suggestions of how to achieve the desired result and talked me through every step of the way. They were well informed, explained their suggestions clearly and never seemed to lose patience....despite the persistent calls from me until the model was complete.
Good at getting back but gave incorrect initial diagnosis then were unable to help other than by saying the file was corrupted and advising to use a different SW product: felt more like Sales than real technical support.
On 28-Jan-2019 the supplier responded:Hi Piers, Thanks for taking the time to provide us with feedback. I have just dropped you an email relating to this hotline as I would be really keen to understand if you were able to overcome the corruption error we see on our machines. It also looked like the file we were reviewing had reduces to <1kb in size, which typically means it is empty and unrecoverable. If you can come back to my email that would be great so we can learn from this, or help further if that is possible.Kind RegardsAdam HartlesCustomer Support Manager
Service rating : Martin was really helpful. Problem solved very quickly - something needed changing I would never have known the setting to change. Learnt something new!Product : Very helpful, problem resolved very quickly.
Fast and helpful support.
Service rating : The engineer was extremely helpful and patientProduct : very helpful I was really stuck
Support engineer, very helpful and knowledgeable.
As always an excellent service
Service rating : Excellent support as always.Product : Excellent support as usual
Prompt response, patient explanation, helpful advice
Service rating : Fantastic response. As always by a competent tech guyProduct : They do exactly what it says on their 'tin'
Service rating : The Support Team always find a way to get me a solution.Product : I had a solution in a few minutes.