In a previous post, I own up to the fact that some customers are having challenges acquiring and/or installing a Mathcad license, only to be transferred around PTC as they try to get their issue resolved. Or some just have general issues with the product itself. And while no news is good news, it’s nice to hear praise from a customer now-and-then. So I thought I’d share with you some nice comments that came in the other day from a long time Mathcad user:
I have used Mathcad continuously since 1992. Mathcad is indispensable in my work as a Mechanical Engineer not only in the automation of design calculations but also in the documentation of those calculations. I have found that the new releases of Mathcad as well as the service packs (builds) are more reliable and robust than all other software I use. There will be bugs but they won’t be “critical” in that I can continue to use the software until a new build is available. The process of technical support has changed with the acquisition of Mathcad by PTC but it still works very well. When I log a call, the response is usually within minutes to let me know that it has been received and will be assigned. The actual contact by the engineer is by phone (or email if I can’t be reached). The response is very professional and competent. I expect a high level of product knowledge from Mathcad’s technical support and receive that. What I am most pleased about is their persistence in contacting me when I am not able to take their call. They leave a message but will call back or email in a few hours if I don’t return their call. Their engineers can’t always take my call when I call back but will return my call within the hour. The support has not been rushed. They take time to understand the problem before suggesting solutions. When necessary, Webex will be employed so that the engineer can see my problem first hand. Once a solution is suggested, the engineer will call back to confirm that the solution is working. If not, the engineer will continue to troubleshoot the problem. The call is not closed until I officially call it closed. Due to the length of time I have used Mathcad, my view of their technical support may be different than for a novice. At the same time, I have to acknowledge that I don’t use the full capabilities of Mathcad like perhaps would be done in academia. I do use the local and online resources available to learn about commands I’ve never used or new features and the tutorials are great. The user forums are also beneficial. Mathcad is mission-critical for us and therefore so is the technical support. I am very satisfied with Mathcad’s technical support.
(Robert) Lynn Alger
Engineering Manager CORTEC Fluid Control, USA
We’re also getting positive comments about our new customer advocate and how he is able to triage issues and expedite resolutions. As always I would love to hear your input and thoughts on Mathcad customer service and technical support.