R
rickman
Guest
Austin Lesea wrote:
hotline staff of most companies is just as Lecroy described, eager to
end the call as that is how they are evaluated. Xilinx is no exception
and this has been noted here on more than one occasion.
This newsgroup is a place of all of us to share our experiences and
opinions and I, for one, don't appreciate your criticism of Lecroy's
post. If you feel his experience is not typical, then feel free to say
so, but certainly you have no expectation that he should not express his
experience or opinion.
different experiences. Often it is not escalated until the customer
requests. Overall the experience can be so frustrating that the
customer doesn't push very hard to get a real answer and gives up after
a few conversations.
Anyone can be in denial about a problem with their company. But that
does not make the problem go away. The problem is also not eliminated
by comparing yourself to your competition and saying "we are better than
they are". It can still be a problem.
--
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
I don't understand why you feel the need to shoot the messenger. Thelecroy,
See below,
Austin
lecroy wrote:
I have been away, but was glad to see people are starting to talk
about this possible issue with the S3.
The confusion is (to many) that the question is what does the reflection back to the driver do to the driver,
right? This is a fairly obscure distinction, so I would not expect every one of the 200+ hotline CAEs to get
it perfectly right on the first try.
Did you submit multiple cases? Or call some folks you know? (IE how did you get multiple answers...) It
would help if you worked this thru the hotline, as they need to learn from their mistakes, and improve their
service sometimes. If you are talking about it here, then we are not closing the loop!
Well, like I had stated early on, I had spent about two months working
the channels at Xilinx trying to get an answer, starting with the
person who made the original comment about it being a problem. I
never opened a case with the hotline. I have never found them to be
useful and it seems their only goal to it to close as many calls as
possible, not help the customers. That's for a different topic.
Unfortunate. If you don't ask, you don't get an answer. Try it. If it doesn't work, let us (me) know. You
must prefer doing everything the hardest way possible. We also do not appreciate the slamming of our hotline
staff.
hotline staff of most companies is just as Lecroy described, eager to
end the call as that is how they are evaluated. Xilinx is no exception
and this has been noted here on more than one occasion.
This newsgroup is a place of all of us to share our experiences and
opinions and I, for one, don't appreciate your criticism of Lecroy's
post. If you feel his experience is not typical, then feel free to say
so, but certainly you have no expectation that he should not express his
experience or opinion.
That is your opinion of how the process works. Many people have hadTheya re all dedicated to helping our customers succeed, as that is what sells parts, not "closed
cases." If a hotline engineer can not resolve the problem within a fixed amount of time, it is escalated. Once
escalated, it then goes up the ladder til it reaches someone who can resolve the issue.
different experiences. Often it is not escalated until the customer
requests. Overall the experience can be so frustrating that the
customer doesn't push very hard to get a real answer and gives up after
a few conversations.
Anyone can be in denial about a problem with their company. But that
does not make the problem go away. The problem is also not eliminated
by comparing yourself to your competition and saying "we are better than
they are". It can still be a problem.
--
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