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| Subject: | Re: [gislist] ESRI support???? |
| Date: |
03/21/2005 01:30:02 PM |
| From: |
Stephany Filimon |
|
|
In fairness, I'd like to confirm what Gary said. Even though ESRI may
have taken a few days to get back to me, I was assured that they were
working on things, received email or phone updates, etc. Also, I was
at least told "there's no fix for this right now" and was not just
ignored or never contacted again.
Gary Andersen wrote:
>In defense of ESRI support, I had a "How To" question that one of their
>tech support people worked on for almost a month. We exchanged many
>emails and sample files. In the process he came up with a solution for
>my problem while discovering several bugs in the software which he
>submitted to ESRI.
>
>I can't say that this has been my experience with every issue I have
>had. However, I was very pleased with their efforts on this issue.
>
>Overall, they have been much better than AutoDesk that left me hanging
>with two serious issues invloving the function of AutoCAD Map 2005 and
>Raster Design 2005. I spent a year trying to get a solution to each
>issue. I have not heard from them in over 3 months.
>
>Gary Andersen
>GIS/CAD Department
>EAC, Inc.
>429 10th Ave West
>Palmetto, Fl 34221
>941-722-0367
>
>
>-----Original Message-----
>From: gislist-bounces@lists.geocomm.com
>[mailto:gislist-bounces@lists.geocomm.com] On Behalf Of Wolph, Gwen
>Sent: Monday, March 21, 2005 2:09 PM
>To: gislist@lists.thinkburst.com
>Subject: Re: [gislist] ESRI support????
>
>Here is my take on ESRI support & user forums:
>
>ESRI support is wonderful, however, when you call them for support you
>get only 1 answer or alternative (from the technician assigned to your
>case). Their support is also geared towards product support (broken
>software, etc), not GIS techniques (model development, etc). People go
>to the user forums for help with GIS techniques and to try to find
>multiple alternative solutions so that they can find what works best for
>them in their specific situation or environment.
>
>Gwen
>
>
>-----Original Message-----
>From: Sonny Parafina [mailto:sonny@ionicenterprise.com]
>Sent: Friday, March 18, 2005 6:23 PM
>To: gislist@lists.thinkburst.com
>Subject: [gislist] ESRI support????
>
>All these ESRI product questions really have me wondering about ESRI
>support.
>
>Is the quality of ESRI support in such a state that ESRI users come to
>generic GIS list server to find answers?
>
>Are people not finding the support they on the ESRI specific list
>servers or
>the ESRI website?
>
>I believe that users that purchase ESRI products typically have some
>kind of
>phone or email support. Is ESRI support either too difficult to access
>or
>are the answers not sufficient?
>
>sonny
>
>
>
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