{"id":40549,"date":"2019-04-12T08:00:57","date_gmt":"2019-04-12T12:00:57","guid":{"rendered":"https:\/\/blogs.solidworks.com\/solidworksblog\/?p=40549"},"modified":"2019-04-12T11:11:46","modified_gmt":"2019-04-12T15:11:46","slug":"i-need-help-how-to-have-the-most-positive-experience-with-tech-support","status":"publish","type":"post","link":"https:\/\/blogs.solidworks.com\/solidworksblog\/2019\/04\/i-need-help-how-to-have-the-most-positive-experience-with-tech-support.html","title":{"rendered":"I Need Help! How to Have the Most Positive Experience with Tech Support"},"content":{"rendered":"<p>Why is this happening to me?!\u00a0I just need to finish this project!<\/p>\n<p>We\u2019ve all been here: you have a deadline looming and something you rely on and works almost all the time is letting you down in the moment. It could be your favorite power tool, which is burning through battery faster than usual or your garage door, which just will not close when you are rushing out of the house to get the kids to the bus!<\/p>\n<p>Your Value-Added Reseller (VAR) and SOLIDWORKS Technical Support teams are here to help you in these dark moments! No, we can\u2019t diagnose why your kid won\u2019t finish their pizza or why Chrome eats so much RAM\u2026 but for anything SOLIDWORKS, Simulation, PDM, etc. \u2013 we\u2019ve got you covered!<\/p>\n<p>\u201cAwesome Mark!\u201d hopefully you say, \u201cBut how can I get the most out of support and what can I expect?!\u201d<\/p>\n<p>Rachel York (Our resident rock star User Advocacy Manager) and I worked on this flowchart detailing what to expect and who owns what actions to help all of our <a href=\"https:\/\/www.solidworks.com\/subsbenefits\" target=\"_blank\" rel=\"noopener noreferrer\"><strong>SOLIDWORKS Subscription<\/strong><\/a> customers get the best experience possible.<\/p>\n<p>Let\u2019s begin; You have an issue or how-to question which you can\u2019t find the answer for;<\/p>\n<p>&nbsp;<\/p>\n<p><a href=\"https:\/\/blog-assets.solidworks.com\/uploads\/sites\/2\/2019\/04\/1.png\"><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter\" src=\"https:\/\/blog-assets.solidworks.com\/uploads\/sites\/2\/2019\/04\/1.png\" alt=\"\" width=\"700\" height=\"394\" \/><\/a><\/p>\n<p>&nbsp;<\/p>\n<p>As you can see, your Value-Added Reseller (VAR) is your first point of contact for Support.<\/p>\n<p>What happens if my VAR can\u2019t give me a permanent solution? We continue the flow chart:<\/p>\n<p>&nbsp;<\/p>\n<p><a href=\"https:\/\/blog-assets.solidworks.com\/uploads\/sites\/2\/2019\/04\/2.png\"><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter\" src=\"https:\/\/blog-assets.solidworks.com\/uploads\/sites\/2\/2019\/04\/2.png\" alt=\"\" width=\"700\" height=\"394\" \/><\/a><\/p>\n<p>&nbsp;<\/p>\n<p>Great stuff, but what happens if my issue is a bug or current limitation?<\/p>\n<p>&nbsp;<\/p>\n<p><a href=\"https:\/\/blog-assets.solidworks.com\/uploads\/sites\/2\/2019\/04\/3.png\"><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter\" src=\"https:\/\/blog-assets.solidworks.com\/uploads\/sites\/2\/2019\/04\/3.png\" alt=\"\" width=\"700\" height=\"394\" \/><\/a><\/p>\n<p>&nbsp;<\/p>\n<p>So now, I have an SPR or ER number and hopefully a workaround to my issue.\u00a0 How does that get fixed? When does that get fixed?<\/p>\n<p>&nbsp;<\/p>\n<p><a href=\"https:\/\/blog-assets.solidworks.com\/uploads\/sites\/2\/2019\/04\/4.png\"><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter\" src=\"https:\/\/blog-assets.solidworks.com\/uploads\/sites\/2\/2019\/04\/4.png\" alt=\"\" width=\"700\" height=\"394\" \/><\/a><\/p>\n<p>&nbsp;<\/p>\n<p>As the chart shows, permanent solutions (SPR fixes) and software enhancements are delivered in regular SOLIDWORKS service packs (5 per release!) or in the next major release.<\/p>\n<p>The SOLIDWORKS Development staff works tirelessly to constantly review the code and undertake redesign \\ re-architecture projects to: improve performance, stability, fix outstanding bugs, and, of course, add new functionality and features.<\/p>\n<p>Below is the full flowchart as a single image that you can save, download, print, or share!<\/p>\n<p>&nbsp;<\/p>\n<p><a href=\"https:\/\/blog-assets.solidworks.com\/uploads\/sites\/2\/2019\/04\/5.png\"><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter\" src=\"https:\/\/blog-assets.solidworks.com\/uploads\/sites\/2\/2019\/04\/5.png\" alt=\"\" width=\"700\" height=\"394\" \/><\/a><\/p>\n<p>&nbsp;<\/p>\n<p>DS SOLIDWORKS is and has always been a user-focused company \u2013 almost every enhancement we add to the software comes from user feedback!<\/p>\n<p>While we are certainly upset to hear something isn\u2019t meeting your expectations, communicating the issue to your VAR is a direct path to the SOLIDWORKS Support and Development teams, and is the only way we can help you overcome your SOLIDWORKS-related issues and problems.<\/p>\n<p>Not on subscription? Maximize the value you receive from your SOLIDWORKS software and check out all of the features you now have access to by becoming a Subscription Service member. For a complete list of all the benefits of being on SOLIDWORK Subscription, click <a href=\"https:\/\/www.solidworks.com\/subsbenefits\" target=\"_blank\" rel=\"noopener noreferrer\"><strong>here<\/strong><\/a>.<\/p>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Learn the best way to get the help you need when you need it from tech support.<\/p>\n... <a href=\"https:\/\/blogs.solidworks.com\/solidworksblog\/2019\/04\/i-need-help-how-to-have-the-most-positive-experience-with-tech-support.html\">Continued<\/a>","protected":false},"author":407,"featured_media":40544,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[18,1450],"tags":[2931,1642,427],"class_list":["post-40549","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-solidworks","category-solidworks-subscription-services","tag-solidworks-tech-support","tag-subscription-services","tag-var"],"acf":[],"_links":{"self":[{"href":"https:\/\/blogs.solidworks.com\/solidworksblog\/wp-json\/wp\/v2\/posts\/40549","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/blogs.solidworks.com\/solidworksblog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/blogs.solidworks.com\/solidworksblog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/blogs.solidworks.com\/solidworksblog\/wp-json\/wp\/v2\/users\/407"}],"replies":[{"embeddable":true,"href":"https:\/\/blogs.solidworks.com\/solidworksblog\/wp-json\/wp\/v2\/comments?post=40549"}],"version-history":[{"count":0,"href":"https:\/\/blogs.solidworks.com\/solidworksblog\/wp-json\/wp\/v2\/posts\/40549\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/blogs.solidworks.com\/solidworksblog\/wp-json\/wp\/v2\/media\/40544"}],"wp:attachment":[{"href":"https:\/\/blogs.solidworks.com\/solidworksblog\/wp-json\/wp\/v2\/media?parent=40549"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/blogs.solidworks.com\/solidworksblog\/wp-json\/wp\/v2\/categories?post=40549"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/blogs.solidworks.com\/solidworksblog\/wp-json\/wp\/v2\/tags?post=40549"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}