Want to Switch Reseller

[master of none]

Hi all,

We've been using the same VAR for the past 3 years, and they've been absolute crap. No support, long response time, and little technical expertise. I'm getting fed up and would like to know if anyone's ever switched resellers (or even better, purchased direct from Dassault!). I've heard that all the VARs are given a region to be in charge of, but I was hoping with the advance of teleconferencing, we could get support outside of our geographical location. Does anyone have any experience with this?

Thanks in advance.

 

[ferdo]

Hi,

Geographical location means country. So, for example, if you are in US you cannot change/buy to/from a VAR from Germany.

You can change a VAR in the same region but with good reasons (seams to be your case), you have to contact your DS (not VAR) representative person in your country. If you are a small company, I have doubts that you can purchase directly from DS or get directly support from them (except for CLOUD users as far as I know).



Regards
Fernando

https://picasaweb.google.com/102257836106335725208

- Romania

https://picasaweb.google.com/103462806772634246699/

- EU

 

[iscariot]

What do you mean with no support? I am just curios.

 

[master of none]

Ok I think we'll be good since there are still many VARs to choose from in the US. Thanks.

@iscariot
We wanted to implement PDM, and kept trying to learn more about the potential solutions. It's been 4 months and we still haven't been able to schedule a demo yet, despite consistent reminder emails. Never felt like we were talking to someone who knows the product. They also didn't help us implement CATIA when we first purchased the license. No idea what we're paying the annual maintenance fees for.

 

[ferdo]

Let be very clear.

Annual maintenance fee is not for support or implementation, is just for having access to new releases, service packs or some access to DS knowledge database.

I'm surprised that they don't answer to demo request, especially if you want to implement a PDM (I'm sure that DS will not like that)... Anyway, if you didn't had a contract with them for CATIA implementation (installation, trainings,...), why they should help you? All these things has to be very clear in a contract...when you purchase a CATIA license you are paying only for license and not for services, you need to clarify how the contract was done.

Regards
Fernando

https://picasaweb.google.com/102257836106335725208

- Romania

https://picasaweb.google.com/103462806772634246699/

- EU

 

[master of none]

@ferdo

I was under the impression that if we purchased from a reseller, there is usually some form of sales and support services (extra or otherwise). Are you saying they are sometimes pure distributors? We didn't expect them to do implementation for us, but consulting as a service was not really offered either.

As part of our package we got SmarTeam included, and I emailed to ask about the features in it before we set up a test instance. Got bounced around a couple of times and eventually the request sank into a black hole. I don't think this is an outrageous request for something we paid for, but I am new to the CAD administration role, so maybe that's how the industry works.

I think it is very strange indeed that they didn't answer to demo requests, when I specifically said that we are considering upgrading to 3DExperience. They're either lousy at sales, or think we're too small a fish to fry. Either way, I've now reached out to DS to explore other VARs. Do you happen to know where I could give feedback to DS about their vendor?

 

[ferdo]

Check the website.

Regards
Fernando

https://picasaweb.google.com/102257836106335725208

- Romania

https://picasaweb.google.com/103462806772634246699/

- EU

 

[master of none]

Thanks for the help.