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The Shaughnessy Report: Tech Support - Are You Happy With Yours?

Customer service is a big talking point for companies in every industry, and this includes the EDA tool market. But I rarely hear good things about customer service, specifically tech support, from PCB designers.

In fact, I don’t think I’ve spoken with one PCB designer who was happy, or even satisfied, with his EDA company’s tech support. And some of you have a nearly fanatical love of your tools. But it seems that even designers who have really bonded with their software never brag about their vendors’ tech support services.

Tech support seems simple enough. EDA tool users on full maintenance are entitled to technical support services; just call or e-mail your software company and a helpful tech support person will push a few buttons, right all of your wrongs and have you designing again in no time.

At least that’s the way it’s supposed to work. But at the recent SMTA Atlanta Designers Roundtable, not one designer was happy with his tool’s tech support. These designers were so angry with their tool providers that the meeting turned into a venting session.Read the full column here.Editor's Note: This column originally appeared in the May 2013 issue of The PCB Design Magazine.