( ESNUG 292 Item 4 ) ----------------------------------------------- [6/4/98]
Subject: ( ESNUG 290 #6 291 #5 ) Hotline Lacking English/Synopsys Skills
> I am getting really fed up with the Synopsys hotline. Invariably I call
> with a problem and talk to someone who is a poor communicator and who
> seems to have little practical experience with Design Compiler (thankfully
> I am using mainstream tools). I don't understand how Synopsys can accept
> putting someone on the hotline who has trouble communicating verbally and
> in writing. In the last ten years I have worked with engineers who were
> born in India, China, Ireland, U.K., Malaysia, Israel, the former Soviet
> Union, Taiwan, and the U.S. and none has had as much trouble communicating
> as some of the folks on the Synopsys hotline. Once I do get through to
> people they seem to be little more than grunts who need a test case to
> reproduce my problem. I have not found engineers who can take a problem
> description and hypothesize causes and/or solutions. Most don't even try.
From: [ Baba Fet of the Evil Empire ]
John, anonymity must be preserved...
I'm a consultant at Synopsys. I've been here a while now. I'm not
authorized to speak for the company, so what's said here is strictly my own
personal observations. I've worked beside many of the people who are being
criticized here, and I just can't let it pass.
You guys can't imagine what a chore it is, fighting my way in to work at
Synopsys every day through the ravening hoards of experienced design
engineers who are vying for the very few prized openings in Synopsys
Tech. Support, just desperate to get that choice job listening to whining,
insulting and obnoxious engineers like the above calling them on the
telephone all day, each caller taking the attitude that their project is the
only one in the world that's late, that they are Synopsys' number one
priority, and that Synopsys should send them a patch for their particular
problem yesterday, even if it can't be reproduced...
How many "experienced design engineers" do YOU know who would be willing to
take on a helpline job, full-time? And how much would we have to pay you?
If you think Design Compiler license is expensive NOW....
- [ Baba Fet of the Evil Empire ]
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From: Scott Evans <scott@NPLab.Com>
John,
I feel compelled to provide some defense for the hotline. Providing
software support for a tool as complex as this is very difficult. I have
had to do similar support and even as a developer of the tool it is
extremely difficult to figure out the problem and provide a fix right
away. It is also very difficult to find the right people to do support
work. Most of the people who know or learn enough about the tool to meet
your qualifications prefer the "glamour jobs" of AE's or high price
consultants.
It is important that the people have good phone skills and a reasonable
technical background. I have found that all the people I work with at the
hotline possess these qualities (and I believe I have spoken to everyone
there at least once with all the problems I have).
Since they are the main route to someone who does know the tool much
better you need to work with them and provide what is needed so you can
get an answer in a reasonable amount of time.
It would be nice if any company could provide experienced engineer's who
know the tool inside out and could answer 90% of the questions off the top
of their head, but that is not going to happen, especially in today's job
market.
I have experienced much worse technical support from other CAD companies.
- Scott Evans
NeoParadigm Labs San Jose, CA
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From: miller@symbol.com (Wayne Miller)
John,
I read the comments on CAE hotline supprt shaking my head vigoriously.
Just as a shimmer of hope out there, Xilinx has done a fantastic job in
improving their hotline support. In my last dozen or so calls, I've always
gotten an actual person, who knows the tools, within a minute or two.
This is unprecidented in the industry and they deserve many cudos. (Plus
my Xilinx support is about 1% of my Cadence/Synopsys support.)
Keep up the good work.
- Wayne Miller
Symbol
---- ---- ---- ---- ---- ---- ----
From: "Vito J. Mazzarino" <vito@Synopsys.COM>
John,
As manager of Synopsys's North American Support Center, I would like to hear
directly from any customers having problems with our services. I was quite
alarmed to read ESNUG 290 #6. Although I take exception to this person's
choice of words, I have to look beyond that & address his (her) frustrations.
Customer Service 101 taught me to "love my complaining customers", at least
I know they still care enough to provide feedback. I want to encourage you
to email me directly to provide open constructive feedback. Communicating
directly is the most effective way for us to build a better partnership. If
I don't know the details of your specific incident, it makes it more
difficult to effect a change that will make us more successful. I'm always
eager to listen to customer needs, so let's talk: vito@synopsys.com.
Thank you,
- Vito J. Mazzarino, Manager
Synopsys Support Center & Automated Services
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