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Reduced Helpdesk Access Subscription
Posted: Tue Jun 28, 2022 12:13 am
by Damo
In a previous post I alluded to the fact of increasing subs pricing and my extreme displeasure with my near useless VAR.
I informed them that it was extremely unlikely I would consider parting with any more cash for them given how little help they have been since swallowing up our previous VAR and becoming a literal monopoly.
I have since been contacted and offered a substantially reduced (approx half) subs rate that would in theory entitle me to all updates but very limited helpdesk.. Essentially, they'd only help if something catastrophic (like a bugged update) caused the software to stop entirely.
It is literally the option to remain updated without the risk of backdating payments.. and nothing else..
Has anyone else been offered this..? Or even heard of it..?
And also, does anyone know if now that I am not on subs, can I not access the 3DSwamp..?
Re: Reduced Helpdesk Access Subscription
Posted: Tue Jun 28, 2022 8:34 am
by Glenn Schroeder
Damo wrote: ↑Tue Jun 28, 2022 12:13 am
Has anyone else been offered this..? Or even heard of it..?
I seem to have a vague recollection of seeing something about it, but I'm not familiar with it. If the support from your VAR isn't to your liking it sounds like a pretty good deal.
Damo wrote: ↑Tue Jun 28, 2022 12:13 am
And also, does anyone know if now that I am not on subs, can I not access the 3DSwamp..?
It sounds like you would still be on subs, just at a reduced level, but in any case, I don't think it would affect your access to the Swamp. I'm not sure about that, however. You might reach out to Matthew Hall over there and ask him. I've messaged back and forth with him a few times, and talked to him on the phone a time or two, and he's always been helpful. I believe he's doing the best he can in a difficult situation.
Re: Reduced Helpdesk Access Subscription
Posted: Tue Jun 28, 2022 9:19 am
by SPerman
It is possible to switch VARs, assuming there is another available in your area.
Re: Reduced Helpdesk Access Subscription
Posted: Tue Jun 28, 2022 10:03 am
by bentlybobcat
Switching VAR's is a major ordeal. Assuming one is available that services your geographic region, you have to apply for it, provide justification, etc. I did it about 14 years ago, but I still had contacts at SolidWorks Corp.
VAR's retain 40% of subscription fee's for "support". That might be why they offered you a discount for not providing support. I find it odd that they are willing to release the revenue. I whispered something similar to my VAR, and hysterical laughter resulted.....
About the only thing I've needed my VAR for was when the software decided I was trying to pirate it when I changed my computer name. They had to get something reset, but they didn't do it, they had to call SolidWorks. That was a couple of years ago.
Re: Reduced Helpdesk Access Subscription
Posted: Tue Jun 28, 2022 10:14 am
by Frank_Oostendorp
Might be an idea for your VAR, here they want to increase the annual costs to provide proper support.
https://r1132100503382-eu1-3dswym.3dexp ... WmkjSBZrUA
Re: Reduced Helpdesk Access Subscription
Posted: Tue Jun 28, 2022 10:27 am
by AlexLachance
Damo wrote: ↑Tue Jun 28, 2022 12:13 am
I have since been contacted and offered a substantially reduced (approx half) subs rate that would in theory entitle me to all updates but very limited helpdesk.. Essentially,
they'd only help if something catastrophic (like a bugged update)
caused the software to stop entirely.
Doesn't sound like much of a change
Re: Reduced Helpdesk Access Subscription
Posted: Tue Jun 28, 2022 10:29 am
by SPerman
When I changed VAR it was as simple as sending a couple of emails. I was off subscription at the time, so that might have been a factor.
Re: Reduced Helpdesk Access Subscription
Posted: Tue Jun 28, 2022 2:49 pm
by RichGergely
I'd of said you would probably get a discount just listing the instances they had fell below your expectations, don't get shirty about it, just the facts.
There should be no degrade in their level of service offered, the discount should be a recognition of the previous years service quality or rather lack of it.
Re: Reduced Helpdesk Access Subscription
Posted: Tue Jun 28, 2022 7:56 pm
by Damo
SPerman wrote: ↑Tue Jun 28, 2022 9:19 am
It is possible to switch VARs, assuming there is another available in your area.
Sadly, I do not believe there is.. Google does not seem to think so either. I can only find VARs interstate.
Re: Reduced Helpdesk Access Subscription
Posted: Tue Jun 28, 2022 8:01 pm
by Damo
Glenn Schroeder wrote: ↑Tue Jun 28, 2022 8:34 am
I seem to have a vague recollection of seeing something about it, but I'm not familiar with it. If the support from your VAR isn't to your liking it sounds like a pretty good deal.
Our Subs (full price) = $2980 P/A. (That is $2057 USD..)
How does this compare with your subs over there..?
Re: Reduced Helpdesk Access Subscription
Posted: Tue Jun 28, 2022 8:06 pm
by Damo
RichGergely wrote: ↑Tue Jun 28, 2022 2:49 pm
I'd of said you would probably get a discount just listing the instances they had fell below your expectations, don't get shirty about it, just the facts.
I have clearly informed them of my displeasure. And I did indeed invite them to "Pull a miracle out of their arse" to encourage me to part with another cent. This is what they have come up with..
RichGergely wrote: ↑Tue Jun 28, 2022 2:49 pm
There should be no degrade in their level of service offered, the discount should be a recognition of the previous years service quality or rather lack of it.
Sadly, they could not possibly offer less than they have so far during this last 18mths (ish).
In fact, the discount was presented as "doing me a favour" to relieve the potential future burden of Backdating Payments..
Re: Reduced Helpdesk Access Subscription
Posted: Tue Jun 28, 2022 8:08 pm
by Damo
SPerman wrote: ↑Tue Jun 28, 2022 10:29 am
When I changed VAR it was as simple as sending a couple of emails. I was off subscription at the time, so that might have been a factor.
I may look into this too.. Tho I would need to go interstate to do so.. No more on-site visits.. (Not like my VAR ever came to my office to help..
)
Re: Reduced Helpdesk Access Subscription
Posted: Thu Jun 30, 2022 1:39 pm
by Uncle_Hairball
And also, does anyone know if now that I am not on subs, can I not access the 3DSwamp..?
If you are not on subscription, you can still access the SW forums.
Re: Reduced Helpdesk Access Subscription
Posted: Fri Jul 01, 2022 1:52 am
by Damo
Uncle_Hairball wrote: ↑Thu Jun 30, 2022 1:39 pm
If you are not on subscription, you can still access the SW forums.
Yes. I did work this out.. It's been a while for me and there was confusion over which email account..
Cheers mate.
Re: Reduced Helpdesk Access Subscription
Posted: Tue Jul 05, 2022 7:50 am
by bentlybobcat
User access to the forums is a nine-line feces fest.
I've had to have the account I use here from work deleted because they couldn't figure out how to unlock it.
The account I use from home, where I own a seat of SolidWorks had the same thing happen. It took my VAR over a month to figure out how to get it unlocked. He was extremely apologetic and frustrated by the foo-foo he had to go through to get it resolved.
I can't use my personal account here at work. Corporate restrictions.....
