I'm evaluating e-test and was wondering about your experiences with Empirix tech support and customer service? Any good, bad or ugly experiences? Do you find many problems caused by e-test defects that don't get fixed?
The empirix support guys have been great anytime I've spoken to them. The thing I really like is that they use a program called Webex whenever I have a problem with my application that is internal and this really helps them and myself get through the problems that may otherwise take along time to solve. The other nice thing is that you get someone on the line 99% of the time without be put on hold which is really nice.
One of the things about tech support with any product is the varying natures of the relationship.
For instance, the tech people at Empirix have been excellent in my experience, however, getting to contact them proved to be a nightmare initially.
The reason for this is that the re-seller that had the contract with the company I was working at was staffed by idiots. You know the type, the can "Sell anything". In other words, while they would be just as at home selling cars, they had very little idea how e-test works.
The arangement with my company meant that I was supposed to forward all probelms or queries to the re-seller instead of Empirix and they would supposedly provide a faster answer since they were local and new our business.
In reality, I struggled with our e-test implementation right up until the day I contacted tech support directly. From the moment that happened, I have not had one single complaint with e-test or it's support by Empirix.
In short, tech support can often be a lot better than you originally think, it is just a matter of checking the communications lines and finding the best arrangement for you.