Jack,
This is a Mentor Support rep. PCB matrix support was great.
I agree no favors here from the support rep!
I have always had quick first contact from Mentor support reps, but if the problem cannot be replicated or resolved quickly.. you stop getting help.
Karl
Date: Tue, 20 Jul 2010 11:13:43 -0500
From: [log in to unmask]
Subject: Re: [DC] PCB Matrix.. then Valor.. Now Mentor
To: [log in to unmask]
I don't think your support rep is doing you any favors pursuing the "refund" option.
Is this a support rep for the old company? or for Mentor?
If there is a new "latest version" I'm sure everyone will be wanting it too
Can you use your existing version in the meantime?
Write a letter to Tom Floodeen... In my experience Mentor Support is usuallly very good!
Maybe your support rep just doesn't know where to ask with the latest corporate shake-up.
best wishes,
Jack
On Tue, Jul 20, 2010 at 10:43 AM, Karl Bates <[log in to unmask]> wrote:
Just wanted to let everyone know the hassle I am having when downloading the latest version of Symbol Wizard for my purchased software under Maintainence, to install on a new computer.
I could not find the software anywhere (since everything now points to Mentors site). And there is no license file available either.
This is the reply I received from Mentor support:
Hello Karl -
Thank you for your inquiry: I have been advised that there is no
download available for Symbol Wizard yet, nor has it been released on
standard Mentor licensing at this time. I would suggest you check
SupportNet in the near future for upcoming release news.
Sincerely,
xxxx xxxxxx (name removed for support rep privacy).
Customer & Order Management
Worldwide Order Fulfillment
So I sent an email to escalate the issue, ...
Since I can't download the software I purchased, please refund my support money ?
Please escalate this issue, this is not acceptable.
Karl
And he replied..........
Hi Karl -
I have forwarded your message on to our Support Rep for your site, and asked that they begin to process a refund for you.
Sincerely,
xxxx xxxxxx
What a mess !
Karl
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