microsemi technical support

[alb]

Hi everyone,

this might be a stupid question to ask here but I really do not know
where else I can post it. I filed 4 technical support requests on the
Microsemi website last Friday and, as of today, never had an answer back
(not even a confirmation email of the request! [1]).

They write on their page:

Your application request will be sent to Microsemi's team of
Application Support Engineers who will contact you either via email,
phone or fax within 48 hours.

Does it mean 48 working hours (i.e. maybe ~6 days!)? Or should I have
expected an answer by Monday?

Have any of you had any experience with Microsemi technical support? Any
hint on which is the most effective way to address a technical issue
with their products?

Thanks a lot for any suggestion/hint/clue, even a sympathetic message
would be appreciated

Al

p.s.: BTW I couldn't file the report as a Swiss worker since there was
no possibility to select this country from the pull-down menu!

[1] the website proudly reported, in red: "your request has been
successfully submitted"

--
A: Because it fouls the order in which people normally read text.
Q: Why is top-posting such a bad thing?
A: Top-posting.
Q: What is the most annoying thing on usenet and in e-mail?

 

[Thomas Stanka]

Am Dienstag, 29. Oktober 2013 13:46:08 UTC+1 schrieb alb:

this might be a stupid question to ask here but I really do not know
where else I can post it. I filed 4 technical support requests on the
Microsemi website last Friday and, as of today, never had an answer back
(not even a confirmation email of the request! [1]).

It clearly depends .

First try contact european FAE. Depending on your distributor the distributor can help as well (at least in speedup getting answer). Assume that 48h excludes weekend. The european FAE are good in answering easy topics they know the answer. Unfortunately there are topics that require detailed knowledge of the design group itself which is not easy to access.
On difficult or delicate topics, you might need some more patience. If you have bad luck, h is shortform of month.
My experience is that Microsemi fpga support slowed down a few years ago, guess they safed a lot of money by reducing the support levels to a degree that is not adequate to their device costs.

regards Thomas

 

[alb]

Hi everyone again... some update on this issue from my side. Read below
if you are interested.

On 29/10/2013 13:46, alb wrote:
[]

this might be a stupid question to ask here but I really do not know
where else I can post it. I filed 4 technical support requests on the
Microsemi website last Friday and, as of today, never had an answer back
(not even a confirmation email of the request! [1]).
[]

if you ever want to contact Microsemi for technical support go through
this link: http://www.actel.com/mycases

If you are registered you can log in and open/close/modify all cases
which are quickly updated by an FAE assigned to each of them.

Avoid to use the technical support link
(http://www.microsemi.com/design-support/technical-support) instead,
since I've never received any update on my questions and had to input
them again in their systems through the link previously mentioned.

Hope that will help some other user.
Cheers,

Al

 

[svenn]

alb wrote:

Hi everyone again... some update on this issue from my side. Read below
if you are interested.

On 29/10/2013 13:46, alb wrote:
[]
this might be a stupid question to ask here but I really do not know
where else I can post it. I filed 4 technical support requests on the
Microsemi website last Friday and, as of today, never had an answer back
(not even a confirmation email of the request! [1]).
[]

if you ever want to contact Microsemi for technical support go through
this link: http://www.actel.com/mycases

I second this.

If you are registered you can log in and open/close/modify all cases
which are quickly updated by an FAE assigned to each of them.

The email support has its limits due to time zone differences. We have
committed to buy SF2 from them and get excellent support from Microsemi
European FAE.

--
Svenn

 

[rickman]

On 11/6/2013 9:57 AM, alb wrote:

Hi everyone again... some update on this issue from my side. Read below
if you are interested.

On 29/10/2013 13:46, alb wrote:
[]
this might be a stupid question to ask here but I really do not know
where else I can post it. I filed 4 technical support requests on the
Microsemi website last Friday and, as of today, never had an answer back
(not even a confirmation email of the request! [1]).
[]

if you ever want to contact Microsemi for technical support go through
this link: http://www.actel.com/mycases

If you are registered you can log in and open/close/modify all cases
which are quickly updated by an FAE assigned to each of them.

Avoid to use the technical support link
(http://www.microsemi.com/design-support/technical-support) instead,
since I've never received any update on my questions and had to input
them again in their systems through the link previously mentioned.

Hope that will help some other user.
Cheers,

Al

That is *very* bizarre! Two different technical support methods, one
functional and one dysfunctional. Although I can't say this is unique
in the industry, I can say it is very unusual and very... well,
dysfunctional.

Is there any links to the functional support page from the rest of the
web site or do you just have to know about it?

--

Rick