Altera "my support" :-(

[Rotem Gazit]

We have been working with Xilinx parts for the past 4 years.
Whenever I had problem the local FAE couldn't solve I used the Xilinx
WEB case system.
I always got very fast and professional response, usually within the
same working day.

Recently we decided to use Altera Cyclone part in a new design. When
we ran into problems I opened a web case using "Altera's my support".
After two days of silence I added an update explaining why the problem
is urgent.
After 10 days !!! I got the first response asking for the name of the
local FAE and providing no more information.
I answered the question and in exchange I got email saying "your
service request will be closed" .

Did anyone else had this kind , maybe better ?, experience with Altera
web support ?
I think that as FPGAs become more and more complicated, and design
cycles shorter, the support level is becoming one of the key factors
when selecting an FPGA.

Cheers,
Rotem

 

[Marc]

Hi Rotem,

absolutly not, my experience isn't so bad.
I get answers from mySupport within the same working day (as far it is
possible over the Atlantic ocean ;-))

Marc


rotemg@mysticom.com (Rotem Gazit) wrote in message news:<86b060d0.0311030105.2488bb09@posting.google.com>...

We have been working with Xilinx parts for the past 4 years.
Whenever I had problem the local FAE couldn't solve I used the Xilinx
WEB case system.
I always got very fast and professional response, usually within the
same working day.

Recently we decided to use Altera Cyclone part in a new design. When
we ran into problems I opened a web case using "Altera's my support".
After two days of silence I added an update explaining why the problem
is urgent.
After 10 days !!! I got the first response asking for the name of the
local FAE and providing no more information.
I answered the question and in exchange I got email saying "your
service request will be closed" .

Did anyone else had this kind , maybe better ?, experience with Altera
web support ?
I think that as FPGAs become more and more complicated, and design
cycles shorter, the support level is becoming one of the key factors
when selecting an FPGA.

Cheers,
Rotem

 

[Mike Treseler]

Rotem Gazit wrote:

After 10 days !!! I got the first response asking for the name of the
local FAE and providing no more information.
I answered the question and in exchange I got email saying "your
service request will be closed".

For Altera technical problems, I call the FAE.
He calls back the same day, and sometimes knows the answer.
He has a direct line to support if he doesn't.

The Altera web site has good docs and FAQs,
but I only enter a web case if I have
a well-defined reproducable bug.

I think that as FPGAs become more and more complicated, and design
cycles shorter, the support level is becoming one of the key factors
when selecting an FPGA.

I agree. FPGAs are just a big bag of gates and flops.
Design decisions are now mostly based on service.

-- Mike Treseler

 

[Jerry]

OH yea, this sounds like the support I get when using the web site.
My FAE is very good so I have switched over to calling him first.
Good luck, I think you are going to need it.


"Rotem Gazit" <rotemg@mysticom.com> wrote in message
news:86b060d0.0311030105.2488bb09@posting.google.com...

We have been working with Xilinx parts for the past 4 years.
Whenever I had problem the local FAE couldn't solve I used the Xilinx
WEB case system.
I always got very fast and professional response, usually within the
same working day.

Recently we decided to use Altera Cyclone part in a new design. When
we ran into problems I opened a web case using "Altera's my support".
After two days of silence I added an update explaining why the problem
is urgent.
After 10 days !!! I got the first response asking for the name of the
local FAE and providing no more information.
I answered the question and in exchange I got email saying "your
service request will be closed" .

Did anyone else had this kind , maybe better ?, experience with Altera
web support ?
I think that as FPGAs become more and more complicated, and design
cycles shorter, the support level is becoming one of the key factors
when selecting an FPGA.

Cheers,
Rotem

 

[Joe Thompson]

I'm in the middle of a similar situation. I just reported a fatal,
reproducible error on "My Support." Once the tech was able to
reproduce the error, his response was that the bug would be "fixed in
a future version..." Case closed.

He also said that he successfully tested the design using the
integrated FPGA Compiler II tool (I'm using Precision) and recommended
that approach as a workaround. I tried it and found that my
utilization jumped from ~75% with Precision to 116% with the
integrated synthesis.

Needless to say, I am not impressed.

Joe
------------------------------------------------------------
Joe G. Thompson Phone: (603) 512-9003
joe@advancedprinciples.com Fax: (208) 730-5713



On 3 Nov 2003 01:05:37 -0800, rotemg@mysticom.com (Rotem Gazit) wrote:

Recently we decided to use Altera Cyclone part in a new design. When
we ran into problems I opened a web case using "Altera's my support".
After two days of silence I added an update explaining why the problem
is urgent.
After 10 days !!! I got the first response asking for the name of the
local FAE and providing no more information.
I answered the question and in exchange I got email saying "your
service request will be closed" .

 

[rickman]

Just remember that support people get graded on how quickly they close
cases, not how "well" they close them (as least as far as I can tell).
And this is not limited to Altera. Speed is clearly the primary
evaluation of support at most companies.


Joe Thompson wrote:

I'm in the middle of a similar situation. I just reported a fatal,
reproducible error on "My Support." Once the tech was able to
reproduce the error, his response was that the bug would be "fixed in
a future version..." Case closed.

He also said that he successfully tested the design using the
integrated FPGA Compiler II tool (I'm using Precision) and recommended
that approach as a workaround. I tried it and found that my
utilization jumped from ~75% with Precision to 116% with the
integrated synthesis.

Needless to say, I am not impressed.

Joe
------------------------------------------------------------
Joe G. Thompson Phone: (603) 512-9003
joe@advancedprinciples.com Fax: (208) 730-5713

On 3 Nov 2003 01:05:37 -0800, rotemg@mysticom.com (Rotem Gazit) wrote:

Recently we decided to use Altera Cyclone part in a new design. When
we ran into problems I opened a web case using "Altera's my support".
After two days of silence I added an update explaining why the problem
is urgent.
After 10 days !!! I got the first response asking for the name of the
local FAE and providing no more information.
I answered the question and in exchange I got email saying "your
service request will be closed" .

--

Rick "rickman" Collins

rick.collins@XYarius.com
Ignore the reply address. To email me use the above address with the XY
removed.

Arius - A Signal Processing Solutions Company
Specializing in DSP and FPGA design URL http://www.arius.com
4 King Ave 301-682-7772 Voice
Frederick, MD 21701-3110 301-682-7666 FAX

 

[Austin Lesea]

Rick,

Not true at Xilinx. Closing a case that is unresolved with an unhappy
customer is potentially grounds for disciplinary action.

That is why I am the volunteer 'lightning rod' for such complaints. I am not
interested in disciplining folks, but rather in improving the service that is
offered (find the problem: fix it).

Austin

rickman wrote:

Just remember that support people get graded on how quickly they close
cases, not how "well" they close them (as least as far as I can tell).
And this is not limited to Altera. Speed is clearly the primary
evaluation of support at most companies.

Joe Thompson wrote:

I'm in the middle of a similar situation. I just reported a fatal,
reproducible error on "My Support." Once the tech was able to
reproduce the error, his response was that the bug would be "fixed in
a future version..." Case closed.

He also said that he successfully tested the design using the
integrated FPGA Compiler II tool (I'm using Precision) and recommended
that approach as a workaround. I tried it and found that my
utilization jumped from ~75% with Precision to 116% with the
integrated synthesis.

Needless to say, I am not impressed.

Joe
------------------------------------------------------------
Joe G. Thompson Phone: (603) 512-9003
joe@advancedprinciples.com Fax: (208) 730-5713

On 3 Nov 2003 01:05:37 -0800, rotemg@mysticom.com (Rotem Gazit) wrote:

Recently we decided to use Altera Cyclone part in a new design. When
we ran into problems I opened a web case using "Altera's my support".
After two days of silence I added an update explaining why the problem
is urgent.
After 10 days !!! I got the first response asking for the name of the
local FAE and providing no more information.
I answered the question and in exchange I got email saying "your
service request will be closed" .

--

Rick "rickman" Collins

rick.collins@XYarius.com
Ignore the reply address. To email me use the above address with the XY
removed.

Arius - A Signal Processing Solutions Company
Specializing in DSP and FPGA design URL http://www.arius.com
4 King Ave 301-682-7772 Voice
Frederick, MD 21701-3110 301-682-7666 FAX