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  #1 (permalink)  
Old 11-03-2003, 10:05 AM
Rotem Gazit
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Default Altera "my support" :-(

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
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  #2 (permalink)  
Old 11-03-2003, 05:47 PM
Marc
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Default Re: Altera "my support" :-(

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


[email protected] (Rotem Gazit) wrote in message news:<[email protected] 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

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  #3 (permalink)  
Old 11-03-2003, 06:09 PM
Mike Treseler
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Posts: n/a
Default Re: Altera "my support" :-(

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

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  #4 (permalink)  
Old 11-04-2003, 03:02 AM
Jerry
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Posts: n/a
Default Re: Altera "my support" :-(

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" <[email protected]> wrote in message
news:[email protected] om...
> 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



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  #5 (permalink)  
Old 11-06-2003, 09:17 PM
Joe Thompson
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Posts: n/a
Default Re: Altera "my support" :-(


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
[email protected] Fax: (208) 730-5713



On 3 Nov 2003 01:05:37 -0800, [email protected] (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" .


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  #6 (permalink)  
Old 11-07-2003, 08:47 AM
rickman
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Posts: n/a
Default Re: Altera "my support" :-(

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
> [email protected] Fax: (208) 730-5713
>
> On 3 Nov 2003 01:05:37 -0800, [email protected] (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

[email protected]
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
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  #7 (permalink)  
Old 11-07-2003, 05:07 PM
Austin Lesea
Guest
 
Posts: n/a
Default Re: Altera "my support" :-(

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
> > [email protected] Fax: (208) 730-5713
> >
> > On 3 Nov 2003 01:05:37 -0800, [email protected] (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
>
> [email protected]
> 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


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