I just wanted to write you a quick note because I care about you and your sanity.
If we are working with you, there are high odds that you are an engineer. Regardless of title, you were likely the smartest and brightest in your class, and you got to where you are today because of your tenacity and your innate ability to solve problems and fix things. You make the world go ’round. (Quite literally!) Your job isn’t easy, that is for sure.
I also know that you take a lot of pride in your responsibilities and abilities, and I don’t want to take that away from you in any way, shape, or form. But here’s the deal: It would take all of my fingers and toes (and then some) to count the number of times that we have received a call after you have reached your limit with trying to figure out something with the software, to make it work for you. (As a matter of fact, I fondly call it
“Going Office Space”, and I’ve totally been there, too.)
It just stinks to hear that our software caused you pain
that may have been avoided.
That being said, I think that there may be a middle ground,
so hear me out...
Don’t get all the way to here before you call us. Maybe ?
THE 2 HOUR RULE
As I said earlier, I know you’re a problem-solver, it’s in your nature to want to get all the way there by yourself. I get it. Here’s my proposal to you:
What if, rather than working on something until you get to the boiling point, you set a FIRM limit of 2 hours to figure out a solution on your own before you call on Acuity to help? Could we make that deal? I sure hope so.
I’ll even give you my two personal favorite places to look for solutions:
Siemens Solution Center- An invaluable tool, this is a database of incident reports and problem reports for the Siemens PLM suite of products. I treat it like webMD; type in my symptom and wait for answers to pop up. It does require an active webkey account- if you don’t have one, you can create one following these instructions.
Google Search- While this might be a no-brainer, I’m always surprised by what you can find by doing a simple search.
Both of these require some “google-fu”, so you may have to research your problem in a few different ways, using different terminology to explain what’s happening. For example, if you have an error like “System Error: 10061 “WinSock: Connection refused”” , use a portion of those exact terms that would be just different enough to be searchable, like “winsock 10061″ plus the software package. In this case, if you were using Solid Edge you’d probably find this on the solution center, and this on a google search.
By the way, you can do the same thing for learning how to do something. Again, be creative with your search terms. I love eng-tips.com and don’t forget our YouTube channel! If you contact us, chances are you’re not the only one with that issue, and we might even make a video just for you!
Still didn’t work? CALL US. 877-228-1750. Or email firstname.lastname@example.org. We love to help, and there is no such thing as a stupid question. For more detail on our support process, read up on it here.
We look forward to solving your hard problems!
Thanks for reading.
PS- You don’t actually have to wait 2 hours- we are here for you all the time.