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| Technical Support Through Official Company Public Web Forums.......... |
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| thm_w:
--- Quote from: Smokey on April 18, 2023, 05:46:51 am --- --- Quote from: thm_w on April 17, 2023, 09:32:42 pm ---User forums for support are great. .... --- End quote --- That was a specific claim. I'm not sure what is so outrageous about asking for an example of a company that has a great user support forum. --- End quote --- Most don't, for the reasons I explained above. and I cant link my company forum as it requires login. You can look at the level of support given here from company reps. Or even the Altium section which not a single rep has posted in. --- Quote ---As I mentioned, I have worked support. Both for products I had a hand in designing and for other legacy products. If your support system doesn't have a feedback loop back into documentation that updates the documentation with the answers to reoccurring questions, then your support system sucks. --- End quote --- Automatically updating documentation? No not that I've heard of. Manually sure, but no one designates time to that because the phones need answering... |
| Smokey:
--- Quote from: thm_w on April 18, 2023, 09:27:33 pm --- --- Quote ---As I mentioned, I have worked support. Both for products I had a hand in designing and for other legacy products. If your support system doesn't have a feedback loop back into documentation that updates the documentation with the answers to reoccurring questions, then your support system sucks. --- End quote --- Automatically updating documentation? No not that I've heard of. Manually sure, but no one designates time to that because the phones need answering... --- End quote --- Can you imagine automatic documentation updates. That would be a nightmare. :) I'm not talking about companies with 3 dudes in a garage somewhere. TI and Renesas (... big companies that I'm primarily complaining about) have real budgets with departments of people who's job titles are about writing documentation. These are the guys I Expect to have good documentation (and good support in general). I would LOVE for public web forums to actually work as a pro level tech support solution. In theory, that would be great. I'm all about it. I've just never seen it happen. |
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