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SOLIDWORKS Technical Support - Customer Feedback

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Review Date
Rating
Product
Review Details
Support
not very sharp technically. he did not turn up on monday as he said he would.
Feedback Response: Hi Yohann. As per the email earlier, I appreciate your feedback and have passed on to the relevant team that look after the implementation services. Glad that this specific support issue is sorted though, and please get in touch with our helpdesk if there are any further questions that come up about the use of the PDM software for you and your colleagues.
Thanks
Adam Hartles
Customer Support Manager.
Support
Great help from Adam, Saved me hours of work with the use of configurations and Macros
Support
Quickly sorted out the issue. Excellent.
Support
Very helpful with the problem I was having running a flow simulation.
Support
Solved the problem over 2 different computers
Support
Guided me and explained the solution
Support
excellent support, helpful and informative.
Support
Only a simple problem but handled very well
Support
Chris solved my issue with 'Annotation Link varialbe / error' within 2-3mins!...not bad!
Support
The service provided by the applications engineer was excellant and resolved the problem quickly and efficiently.
Support
Telephoned your offices customer help, my query was solved within seconds, overall wonderful service and very polite and most helpful agent. Would certainly recommend your company to others.
Feedback Response: Hi Pat, many thanks for providing feedback to us. I appreciate the comments you have made and ensured the engineer you dealt with was sent your comments.

Kind Regards
Adam Hartles
Customer Support Manager
Support
Immediate response with the correct solution
Support
As usual excellent service and good advice from Customer Support. They could no have been more knowledgeable and helpful.
Support
He Was !!!!!!!!!!!!!!!!!!!!!!!!!!!!!
Support
Speed of solution and support
Support
Very helpful and sorted problem
Support
Quick and satisfactory response.
Support
quick and professional
Support
Good service, helpful people. Happy customer.
Support
i don’t use SOLIDWORKS CAM very often so was buffled as to why it didn’t work when needed.
I tired the forum for answers and not finding what I wanted Solid Solution’s support was emailed about 10pm.
I not only got a response within an hour which I wasn’t expecting the help solved the problem straight away.
I hadn’t realised the support is 24hours and not just extended office hours.
Feedback Response: Hi, thanks for the feedback. It was myself that answered this query, and whilst I was online late at night and checking emails, I need to make it clear that we are not a 24 hours support service! A fair few of us put the odd late night in, but I wouldn't want your next use of our helpdesk to fall beneath expectations if we are unable to answer a query throughout the night. Our typical hours are 8am til 6pm, but as you have seen we may be able to help outside of these hours over email.
Thanks again for your replyAdam Hartles
Customer Support Manager
Support
First time called for support after 15 years of using SW as always was a bit sceptical to any phone support. Really happy as support engineer give me a really high quality support in line with very positive attitudes. Extremely professional. Thanks
Karl
Support
Very helpful and sorted the problem very quickly.
Support
The helpline are worth their weight in gold ...excellent service!
Support
Very good, knew his stuff
Support
Explained in detail what I needed to do (problem was with my IT setup)...and then followed up after call to check if all had gone okay.
Support
Excellent support provided.
Support
tried to be as helpful as possible but this time it was just a glitch/unknown problem solution
Support
Immediate response & quickly resolved my issue.
Support
Quick response and solution
Support
During my time here in BD I have worked with many of the support engineers who have always found a solution to my problem in a prompt, accurate and friendly manner.
Support
I needed a quick walk through of SOLIDWORKS "Compare Features" to verify a tooled design against my original.
Support
Very pleased with the assistance received
Support
Ready to give support and advice.
Support
I was having a great difficulty in installing SOLIDWORKS 2018, the toolbox file wouldn't install. I asked Solidsolutions for this file, which they sent.
Quick response.
Support
Responded promptly and efficiently
Support
Sorted my problem out in no time and most efficiently.
Support
friendly and very helpfull
Support
Very helpful
Support
the problem was quickly identified and solved accordingly.
Support
very helpful and friendly staff.
Support
very speedy and pleasant response. Very happy.
Support
Very quick response to my query which was itself resolved quickly.
Support
I was given very close help in trying to sort out the difficulty. I still have the problem which is my antivirus software not permitting the FlowSim solver to work. I have a work around now and will change when my contract runs out. However, the SS team members gave me every best advice and showed a detailed knowledge of the software package.
Support
Does exactly what it says on the tin :)
Support
Kept record and were available at 8.00am.
Support
Very happy. Your man is probably wondering why I'm so pleased. He used his ears, eyes and brains to maximum effect and not many people can actually do that.
Support
I knew this was a bug before I called and had just discovered the repeatable way to trigger it. I was a bit surprised to find out it had not been fixed as I have been aware of this since 2015. I mean does no one else in the world use this feature? Learning SOLIDWORKS is easy, it's finding where the tripwires, trapdoors and pitfalls are that take inordinate time.
I liked the email responses you gave, that's always a big plus and I was given a workaround, but it would have been nice to have a little example file.
Hopefully you could have an 'official' workaround library available - which is where you lose the 1/2 star.
Goods not bad though hey!
Happy New Year

Hi Adam
In response to your response I don't think I reported this at the time.
I first found this when I entered the 5th SWPUC on the forum but I don't think I fully understood it as a bug back then
https://forum.SOLIDWORKS.com/thread/205148?start=74
Feedback Response: Hi Rob, Thanks for providing feedback following your recent support call. I have looked into the escalation report (SPR) off the back of your call in and it appears the bug report was created new. Do you recall if you submitted this when you noticed it in 2015? I can see if there is a bug which exists already with similar wording, as it would be better to add your name to this one to increase its visibility with the developers. I shall get back to you if I find something.

Thanks
Adam Hartles
Customer Support Manager
Support
Excellent service. Helped with my problem straight away and a solution given straight away
Support
Very helpful sorting my problem out, and very proactive following up to check that everything is OK
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