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

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

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" .

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

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

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

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