What is your VAR's response time?

[SBaugh]

I see some of you that say I contacted my VAR an...?

I'm curious to know - What is the usual response time from the time you contact them, till they get back with you.

Now I don't mean with a fix. If you contact your VAR and lets so you leave a message there. How long does it take for them to get back with you? This could be the same as an Emailing them and issue.

I'm curious to know. Because some people come out here looking for help and by the time they hear back from their VAR the problem is solved, or it's close.

Please let me know. But like I said above I'm just curious.

Regards,

Scott Baugh, CSWP
3DVision Technologies

http://www.3dvisiontech.com

http://www.scottjbaugh.com

faq731-376
faq559-716 - SW Fora Users

 

[rockguy]

Lots of times when I call my VAR I recieve a live tech person on the line that is ready to help immediately. If I do have to leave a message I usually recieve a call back by th end of the day. My VAR offers really good quality, prompt service. We are happy with them.

 

[HikinMike]

I've only contacted mine a few times but 99% of the time help is immediate. When help is not immediately available a call back is usually within a few hours.

I'm not sure if this is normal, but they have the ability to take control of your computer to actually see what you are working on and work on a solution. Very nice feature!

Mike
Engineering Technician
Fisher Research Laboratory

 

[crjones]

The average time of response from our VAR is four months after you ask a question. So we have ceased to ask.

 

[darnell]

Our company is in a unique position of having branch offices around the country using SW. We actually have three VAR's. I recently did a test emailing a question to two of the VAR's and also posting it here.

Within 5 minutes, I had an answer here (Eng-Tips) and one of the VAR's had logged the question. The other VAR, our VAR here, took two hours to log the question. On two occasions, it has taken 4 to day days for them to respond and that was after I called or emailed them about it. I was told those were isolated incidents even though it happened twice.

 

[Beggar]

Between 0600 & 1800, you often reach a live person (sometimes during prime time, you hold for 10-15 minutes on an 800 line).

If leaving a message, typically receive a call back within 2-4 hours.

If leaving them with a complicated question, usually receive call with answer (sometimes, "can't be done") within 24 hours.

I've also called, become tired of holding, and hung up only to be called back by the VAR that day or the next asking "we see that you called. Did you resolve your question?"

They're outstanding as a whole but I have had some problems with a couple of individuals who weren't much help and one who bordered on incompetant. They also have one in particular who is a complete, total SWX stud - I'm always delighted when he picks up the line.

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Bring back the HP-15

http://www.hp15c.org

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[MadMango]

Response is great from our VAR. Most times help is immediate (on hold for 5mins, talk to my account rep). Sometimes it's a hold for 5mins, talk to rep, and get a call back within an hour or so.

But since I have been visiting here, I have probably only called my VAR 5-6 times over the last 3 years.

[green]"But what... is it good for?"[/green]
Engineer at the Advanced Computing Systems Division of IBM, 1968, commenting on the microchip.
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[engAlright]

we have reached the point now where we are largely "self-supporting" i.e with minor problems usually you can yell over your cubicle wall to get an answer to your Solidworks query rather than going to the VAR.

However when problems do arise that don't have easy answers we often go to our VAR and usually get a fairly prompt response (i.e. less than 2 hours).

Sometimes, though, the trick is for the VAR to respond with something like "I will look in to that for you" and then you never hear from them again. Depending on the severity of the problem, it can take some serious prodding to get them working on a problem.

Like anything though, it all depends on who you talk to at your VAR. Some individuals are very good at getting back to you promptly with well thought out solutions, with others it's a battle just to get your phone calls returned.

 

[Adrian2]

Dear Folks;

I have nothing but good experiences with my VAR. They are a small company with only 2 support personnel. One is a CSWP, the other is a young graduate engineer. Response time is never more than 24 hours.

I have even sent drawings I was working on to them and they have emailed them back with my problem corrected.

What their company lacks in size they more than make up for in "over-delivery"

Good support is more important than what software you use.

Best Regards

Adrian Dunevein

http://www.aaadrafting.com

 

[davidinindy]

My VAR is very quick to respond. Most of the support folks are very helpful, although one speaks English as a second language, and can be hard to communicate with sometimes. I have alsways gotten a solution, and ussually within a day or so.

 

[ctopher]

Ours is very good. The only time I had a problem was the last time I talked to a fairly new support person and it took approx a week to get him to find the problem. I had to call the director of support, then it was fixed within half an hour.

 

[TheTick]

I usually get a nearly immediate response. I can't say for sure if this is typical. Over the years, I have developed a solid relationshiop with our VAR's help guys. They know that if I send something their way, it's usually an interesting stumper.

"An object at rest can not be stopped."

http://www.EsoxRepublic.com