"Richardson, Jeff" <jrich@sargentcontrols.com> on 18/06/2002 22:27:09

One of the ways that I have found to have my issues heard by PTC is to do the following.  It's a bit intimidating, and it requires very careful and thorough preparation, but I believe it to be effective.  Such an effort is very hard to do when I feel I'm the only one wanting the change/correction/bug fix, etc. (which is why we need to have each other heard).  I also believe the following should be limited to the Admin's among you (at least get their concurrence if you are not an Admin)

If you have a series of related issues, such as those associated with Pro/I 3.1, then:

1) Submit enhancement requests as required.  Yes, this is irritating, especially after trying over and over for 7+ years, but it's hard to do step 4) below if we haven't followed the procedure.
2) Make the required calls to tech support.  Collect call numbers and SPR's.
Document phone calls, promised dates, and other information.  Get your call numbers cross-referenced with other similar calls.  PTC gives a greater weight to 'multiple-called' calls.
3) Then, if you feel the SPR's are significant, and their fix dates are not being set, or are being set for Release 2004+....
4) Present the information to your Sales rep.  With his/her support, you'll be able to arrange a call with the applicable PLM.

Using the above approach I have had more than a few discussions regarding PTC's bugs with PTC management all up and down the PTC corporate ladder.
It has been my experience (at least in the past), that PTC management, for whatever reason, is often unaware of the actual extent, breadth, and scope of Pro/E's and Pro/I's bugs.

PTC upper management usually expresses appreciation for such calls, and states that they have learned much from the call.

I believe that if you have a compelling case, PTC management will at the very least listen to you, and will voice your input to those below them.

At least its a reasonable approach.  If it is true that PTC's products are not up to par, then PTC management deserves to hear from us. (Again, they have indicated that they appreciate such constructive feedback.)
 

Jeff Richardson
Sargent Controls & Aerospace
Tucson, Az