( ESNUG 301 Item 3 ) --------------------------------------------- [10/15/98]
Subject: (ESNUG 292 #4) My 12-Day Runaround With The Synopsys Hotline
> As manager of Synopsys's North American Support Center, I would like to
> hear directly from any customers having problems with our services. ...
>
> - Vito J. Mazzarino, Manager
> Synopsys Support Center & Automated Services
From: Ihab Mansour <ihab@xlnt.com>
John,
I want to explain to you my situation and please tell me why I should not
be upset from the HOTLINE. These situations happens all the time.
October 1: I called the HOTLINE around noon time and opened a logid 71949.
The lady said "I will call you in an hour or two to tell you
exactly what to do, because I don't remember the exact variable
name that you need." Great!!
October 2: I did not get any call or e-mail. I called the hotline again
and left a voice mail message. Got NO response.
Finally, on Monday, October 5:
Hi Ihab,
(Name Omit) told me that you had explained the problem to him in more
detail. I produced a testcase here to replicate your problem. I shall
give that testcase to (Name Omit) and he can take care of this.
You will hear from (Name Omit) sometime today.
Thanks,
- (Name Omit)
Synopsys Support Center (North America)
No one called me that day.
October 6: I called and I left a message. The Hotline person told me, that
"(Name Omit) is on the phone and as soon as he finishes he will
call you back." After about an hour without hearing from him,
I called one more time. He said "Please give more time to
finish and I'll get back to you". OK. It sounded good....
BUT, Anotther day, then two,... and still NO response back.
October 12:
Hi Ihab,
This mail is in reference to your issue "Instantiated scan cells are
replaced during insert_scan". I did try your problem using a testcase.
I would like to ask you a few things here. You told me that you have
instantiated a scan cell with Q tied to test_input(feed back loop) and
test_enable as grounded.
Did you set any attribute on this cell such that TC does not complain
about this during check_test? Please let me know and this should answer
many of our questions. Sorry for the delay.
Thanks and regards,
- (Name Omit)
Synopsys Support Center (North America)
My point to all of this is that the hotline did not help me in my critical
time EVER. It is the same every time. I spend about an hour explaining
the situation and it never resolved. I always find a solution by long hours
of trial and errors. Please follow the dates on this issue. From October
1st till today October 13 and it is not resolved!
The fact that he sent me e-mail yesterday asking more questions, told me he
*just* started to work on it after 2 weeks. This morning I replied to
him but no answer yet.... (Luckly, I have a different solution to the
problem, BUT, I want this issue to be resolved because it is the ultimate
solution.)
Thanks for listening, John.
- Ihab Mansour
XLNT San Diego, CA
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