Doing Business with Solid Edge: Support
A great discussion of veterans started on the Topic Ideas page, and it was so important, I thought I needed to move it to its own blog post. Your experience dealing with a company to get support is a significant factor in your decisions to move forward with the company’s product or to move on to something else. If you can’t get help, you’re kind of stuck in the water. Reference Dave Ault and his travails with VX/ZW3D. With my current software, I’ve stopped trying to get support because for years it rarely resulted in anything useful.
Solid Edge users (in the US) have the opportunity to get their support directly from the building where the software is developed, from people who have been using the software for a long time. I know SolidWorks resellers have this tendency to hire entry level workers and start them out providing tech support. Often they are learning the software at the same time. To me this just says that the reseller doesn’t really value their customers, but it is common practice. The best CAD users at a reseller go on sales calls. The rank beginners answer support calls.
Solid Edge obviously has a different value system that is more in line with what real customers need. The people answering the phones are experts.
I’m out of the country this week, but when I get home, I’m going to give a call to the Huntsville support center and see what kind of answer I get. I’ll bring that back here to share with you guys, mostly for the benefit of people who are curious about what it’s like to do business with Solid Edge.
I’ll move over the comments from the other post, and let’s continue this discussion here. Anyone else have experiences to add?
I was under subscription from 1999 until 2005 and I want to let everybody know that the experience I had with the tech support team in Huntsville was excellent.
I worked with SolidWorks and now Inventor and there is absolutely no comparison.
If I could have my way I would be back to SolidEdge in no time.
All the best to my all my friends in Huntsville!
P.S. Matt, I was posting and had a user name as Alex_SW in your Dezignstuff blog. I should probably change my user over to Alex_SE 🙂
I don’t use SolidEdge but I know people that do. In the UK support is via the VAR – like all major CAD apps. We pay SIGNIFICANTLY more for purchase of the app that the USA – like all major CAD apps. The quality of VAR support varies – like all major CAD apps.
Here’s the thing Matt. Support is one (I think) minor issue. I used to use Think 3 software. The support was fantastic – free online training – one to one webex training and support for specific issues (this is back in 2000). Support teams 24/7 (you were routed to experts). Unlike some I have no issue with the global location of the support personnel. Knowledge is the key and for the Think3 guys the Indian team was first class.
But I stopped using Think3. Why? Because the application did not improve. I was having to call support even after 3 years use. My measure of a good application is being able to get basic training (a few days maybe), then having enough knowledge to “just do it”. When I run into technical issues my first port of call is me. Does the application make it easy for me to work it out? Second (in the internet age) are online forums. So far I have never had an issue I could not get some feedback on from a forum within a few hrs (or for some – a few mins). Lastly, we use people we know who are experts. I have a strong network of people who use different areas of different apps. If I am in trouble I call them in. They do the same to me. Interestingly I see this expanding to a more commercial side. Full times users always know more than VARs and even direct tech support and coders. Having access to coders is irrelevant for support. Coders deal with specific issues and can usually only tell you why something is not working rather than what to do to work around it. Full time commercial users concentrate of practical workarounds.
First of all let me thank all the Edgers who jumped in to share their experience! (You can bet you that our GTAC team has also received a big thank you note from me).
A few points that I would like to add from a personal perspective: If ever a Solid Edge user, no matter where in the world, feels like they are not getting the right support, you can contact me personally at karsten.newbury@siemens.com. Should the standard processes break down, I will make sure that we help our customers and partners work through any issues you may encounter. We have a strong global team of technical resources, but no company will have experts for everything everywhere. Sometimes all it takes is to make the right connections, but I will not accept that our customers are left without a solution.
Matt, I will talk to the team to get you access to BBS Notes, so you can check out the forum. It will need to be an exception since this is part of our maintenance service, but I want to you share the impressions you get there. We have a very strong network of very experienced users, and there is no shortage of “honest moments” on the forum. Just ask about the Mileti moments. 😉
When you get around to it, I do have another suggestion for you: I may get some flack from my team, but I am really interested in getting feedback from our users on product quality. We take this very seriously and certainly monitor what we can. The team takes pride in Solid Edge being a robust and quality product, but let’s see what you can dig up. Quality can have many aspects, of course, the total user experience being the ultimate measure… Anyway, food for thought for a future post, maybe?
Looking forward to additional feedback,
Karsten Newbury
Siemens PLM Management / Solid Edge
I have to give kudos to the GTAC Solid Edge support as well. Great bunch of guys, very responsive and helpful, and most of them have been working with Solid Edge as long as I have (and that’s a really long time). Everyone there is a “Tier 3” support person!
Ditto on the forums. After support hours you can find talent that will help you out of a bind.
What is the price difference between Europe and the US for SE and support? and do I have to be on support to get SP? I’m in the Oceania region, I suppose this difference applies here as well. Never really understood the basis for this discrimination.
Whoops sorry posted in the wrong place in the thread, have to be careful with this new blog. Couldnt seem to edit my post from android tablet either…
Matt,
Having the opportunity to work in the Automotive Design World for the past 15 years. I have also had the luxury to design in all major CAD packages (CATIA v4 and v5, I-DEAS, PRO-e, Unigraphics NX and SolidWorks. Tech support or lack of Tech support comes with all these packages here is my breakdown in dealing the tech support for so many years.
CATIA v4 and v5 – basically none existent call your VAR they may be able to help you or not. Most of the time not.
PRO-e– Tech Support was ok most of the time I got answers. People were knowledgeable in the product
SolidWork – I don’t know do they have tech support!!! Again call your VAR they may be able to help you or not. Most of the time not.
(Unigraphics) NX and IDEAS – Siemans (GTAC) Tech support is the best Tech Support I have ever came a cross they are second-to-none. The technical team they have is fantastic when you call GTAC You get answers!!!.
I have no doubt in my mind when you call for SolidEdge you will get answers.
Encouraging answers indeed!
I think that in the end it’s more important than any other aspect when comparing CAD software. I mean the few that compete here. They have, let’s say, adequate capabilities for most of our needs.
I spent 13 years supporting between 3 and 20 SW users and maybe called the VAR 10 times, out of which 7 were for the same problem. They never solved an issue for me.
If I go back to mid-range CAD (I’m now in aerospace and it’s Rhino for designers and Catia for engineers), SE will be my first choice.
Thanks Matt for your honest take on this.
Hi Matt,
Here is how they have dealt with me. I had problems with ZW3d/VX breaking up cylinders into three surfaces. One would be 180 degrees, the next perhaps 179+ and the last could be infintesimal. So you bring this import into a cam plan and watch the cut path do really strange things until you zoom in really close and figure out what was wrong. Missing that last tiny surface can be a real problem and in any case is exrta work every time.
This was before I had a blog by the way in case someone might think I was getting preferential treatment. SE in Huntsville was pretty concerned about this and since I am within driving range actualy met with me and my file to see what was wrong. I have between Ally PLM my VAR, GTAC and the BBS forums for after hours problems never been hung up on an issue for long..
I can attest to the fact that getting support from the likes of GTAC is second-to-none. INCREDIBLE technical team they have there and unreal in-depth knowledge of the software. It was literally our lifeline when rolling out NX and Teamcenter. Top-notch crew there.
The way I look at Solid Edge support is mixed bag! Why… well I rarely ever need to call them because the software just works… and that’s great, but I always love talking with them. They are always happy to help! It’s like they’re the Maytag repairman in those 70’s commercials where they just wish someone will call them…. I always seem to get off the phone laughing at something.
They are the most personable folks you’ll find and they’re extremely knowledgeable about the product. And on the rare occasion they can’t help you on the spot, they won’t quit until they get back to you with an answer.
Like Matt Johnson I’m a 10+ year user and I have always found them one of the best reasons for using Solid Edge. You are never made to feel dumb, and in my case most that’s of the time ’cause I’m usually trying to do something totally boneheaded. Maybe that’s why I’m always laughing when I get off the phone.
Anyway Matt if you ever do record a call, I think you’ll find it not only very informative but more like a call to some of your old college buddies who just happen to use the same software…. the relationship is not only professional but personal. And the SE newsgroup is just as good.
Bob
I can second what Matt Johnson says about the excellent support from GTAC, and the dedication of the Solid Edge people in Huntsville. As a Solid Edge customer you also gain access to the Solid Edge News Group which provides access to other Solid Edge users from around the world. The extensive knowledge shared on the news group can be extremely helpful when dealing with how to questions, best practice questions, or even slightly off topic questions.
Attending the Solid Edge University 2012 provides an opportunity to meet people you may have interacted with on the newsgroup, which is fun and productive. Just getting a chance to discuss Solid Edge with the actual developers, the programmers, and the GTAC support people at the previous Solid Edge events has made every one of those trips worthwhile for me. (Solid Edge University 2012 is a new name, but I have been attending Solid Edge events for more than 10 years.)
Jason Inglis
@marc RE: Being A Solid Edge Customer… This alone, in ALL honesty, is worth the price of admission!!! I have been a Solid Edge User for 10+ yrs. I am currently a user in an install of over 100 seats and have also been a user as the one and only seat for the company. In both instances my experiance with Solid Edge has been NOTHING less than 110%. I can pick up the phone at any time durring the business day and talk directly with a GTAC rep. (GTAC is the Global Technical Access Center) Via GTAC we can request general assistance or log enhancemnt requests for features and functions we would like in future releases. Aside from GTAC I can tell you from 1st hand exposure that the Solid Egde team, which is Stateside in Huntsville AL, truly bleeds Solid Edge. A very large core of teh team has been involved witht he product prior to V1! These folks are truly invested in Solid Edge. I’ve had a little bit of an “inside view” at the workings as I have been a Beta tester for the last 2 releases. I can not say enough positive about the Solid Edge team… If I got 1/2 as much support from general stores in town as I get from Solid Edge I’d be a very happy and broke consumer.
Matt J.
Being able to communicate directly INSIDE the walls in Huntsville with real people is HUGE.
Unlike with SW dealing with VARS, (sales guys or technical support guys who also sale just don’t have the daily seat time) to really understand the problems a user might be facing. Plus the VAR then has to then translate your problem to SW. We all know “how much data can be lost in translation”, pardon the pun, “how much data will be lost going from Parasolid to CGM translation?”
In other words when you are talking to a support guy inside the walls and he says the following, “OK, I see what you are talking about, I will go around the corner and talk with the developers, to make sure the I fully understand the issue, and I will get right back to you,” is PRICELESS!!!!!!!!
And these guys inside the walls are dedicated 100% to trouble shooting, they have no other distractions to interfere with getting you questions answer.
Plus the VAR support has been good also (there first response is let’s do an appshare “web conference”. And one more thing, my SW VAR support was really good to in the past, not bashing them at all.