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Re: Finding a Good VAR, with helpful tech support.
1 person found this helpfulWhat's your location? We use MLC Cad (MLC CAD Systems ), and have been happy with them. They're in the southern US, Arizona to Florida.
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Re: Finding a Good VAR, with helpful tech support.
1 person found this helpfulhttp://cadimensions.com/ in the NY / PA region.
We have been very happy with them. Your VAR will depend on your location.
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Re: Finding a Good VAR, with helpful tech support.
1 person found this helpfulAlso in PA, MD areas you will find Prism Engineering and Cadd-Edge
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Re: Finding a Good VAR, with helpful tech support.
1 person found this helpfulJustin,
I have worked for more than one VAR before and know your issues all too well. This isn't something you should be taking recommendations from another user about. This is something that you need to research yourself. If I had to pick between two VAR's, here are the questions I would ask. All the questions are going to relate to support only because this is most important to you. Getting answers quickly and accurately can be a life saver.
1) What are the hours for tech support.
2) How many people are on staff for SolidWorks support as well as any specific add-ins you may have (ePDM, Simulation, etc)
3) What software do they use to track/log your calls?
4) Do they have a system in place for handling a surge of support calls. For instance someone that may take the call and log the issue and place in a queue.
5) If a SPR is logged does their system also flag them and will they follow up to let you know that it has been fixed?
6) Have they had a lot of turnover in their support team or are you always talking to someone new?
7) Does their system allow for answer calls real time or are they always having to "call back later"? Do they have staff that is strictly there to answer support calls.
I would go in and interview all your VAR options. I think by asking questions like the ones above, you will quickly weed out the others and see the VAR you should be working with.
BTW I am in the midwest and have no affiliation to any VAR on the east coast.
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Re: Finding a Good VAR, with helpful tech support.
Good advise, those questions would have resolved some issues the first go around.
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Re: Finding a Good VAR, with helpful tech support.
1 person found this helpfulI would recommend CADDedge. They are very knowledgeable and put their customers first.
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Re: Finding a Good VAR, with helpful tech support.
Is there an easy option to switch to another VAR? I believe that each VAR represents a territory and you have the VAR in your area to deal with.
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Re: Finding a Good VAR, with helpful tech support.
I don't think there is a requirement for geographic area but 1-on-1 visits would certainly be more frequent if the VAR was reasonably close. There is a form to fill out and send to SW on which the reasons can be listed.
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Re: Finding a Good VAR, with helpful tech support.
1 person found this helpfulThere is a procedure to follow in switching VAR's. Contact the new VAR and they will start the process. It does involve filling out a little paperwork. This paperwork involves giving reasoning to switching VAR's. Getting free stuff, discounts, etc from the new VAR are not acceptable reasons. Lack of support, lack of timely support, etc. are acceptable reasons. You may also be contacted by someone from SolidWorks corporate to answer some questions as well. I don't believe that, in this day and age, having a VAR in your geographical region is necessary. Too many internet resources to get quality support from any VAR. That being said, SolidWorks corporate may not allow you to use a VAR that is outside their sales regions. I do think that if you put up a good enough fight, with factual information on how working with said VAR will help your business, that SolidWorks might let you choose any VAR. It's been a long time since I have been involved in this process so some of what I have said above may no longer be completely accurate.
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