( ESNUG 200 Item 4 ) ---------------------------------------------- [10/28/94]
Subject: (ESNUG 196 #6 198 #1 199 #1) "Hotline Refuses To Help Via E-mail"
Synopsys Support writes:
> In reality, the engineers at the Synopsys Support Center prefer the use of
> email when resolving issues ... Currently, 15% of our issues are initiated
> and resolved via email and for the above the reasons we would like to take
> this opportunity to encourage its use when working with the Support Center.
From: zkhan@pcocd2.intel.com (Zia Khan)
John:
This note from Synopsys (ESNUG 199 #1) describes a very good policy.
Unfortunately, it is not followed at all! Our experience has been that the
performance of Hotline took a nose dive early this year and they have never
recovered from it. (My guess is that they drastically cut down the staff.)
I personally prefer e-mail. But my experience has been that they usually take
about a week to 10 days to get back to you via e-mail. (Imagine having to wait
a week to resolve a bug when you are in the middle of a hot project.)
In most cases I found that hotline did not answer my question. Instead they
answered soemthing that I did not ask. Also they tell you to look up Solv-it
which often does not have anything on the subject (it has all the old stories
but every new release usually has "new" set of bugs that have not made it to
Solv-it yet.)
In my company we now do not use the Hotline any more. (No one wants to slip
project schedules while waiting for Synopsys to respond.) If we have a
serious problem we call the Application Engineer who handles our account. In
most cases that is faster and the answer is correct.
- Zia Khan
Intel Corp.
---- ---- ----
From: Aedan Coffey <coffey@toucan.ie>
Hi John,
Keep up the good work; yours is the only regular newsletter that always gets
read here.
Regarding the email apps support issue, I can only say I've had no problems
dealing with the Synopsys UK apps people by e-mail. I've been delaing with
them electronically for about three years now.
- Aedan Coffey
Toucan Technology
---- ---- ----
From: david@subasic.sciatl.com (David Burleson)
I have submitted several questions to Synopsys by e-mail that were answered
by e-mail. In every case I got a phone call a few days after the e-mail
to verify I was satisfied with the results and close the issue. This method
has worked for me and avoids the annoying game of telephone tag.
- David Burleson
Scientific Atlanta
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