(ICU 04 Item 5 ) ------------------------------------------------ [10/07/04]
Subject: Cadence Local Support
PRINCES & PEASANTS (Part II): Again in the money-can-buy-you-love world of
Cadence support, those with hefty unlimited EDA budgets are treated like
royalty by the Cadence local support. It's interesting. The "peasants"
with limited EDA budgets tend to use personal relationships with their local
Cadence support guys to get help. The only time a "peasant" gets true royal
treatment is in pre-sale situations. Once the Purchase Order is signed,
though, he's back to being one of the unwashed masses -- if he doesn't have
a personal relationship with his local Cadence support guy.
What do you think of Cadence's local support in your area?
Are they around after you've bought their tool (Y or N)?
Yes: ############################ 56%
No: ###################### 44%
Are they helpful?
Yes: ############################ 55%
No: ###################### 45%
Local support is very good. We are 2 miles from Cadence, and it is easy
to get someone to come over and look at our problems.
---- ---- ---- ---- ---- ---- ----
They are willing when we specifically ask for help, but don't necessarily
proactively look for ways to help us post-sale. Pre-sale they are always
in our face.
---- ---- ---- ---- ---- ---- ----
We are a small start up and get zero support after the sale. The only
support we have is through the hotline.
---- ---- ---- ---- ---- ---- ----
Local support is awesome. They even came to my wedding. I usually go
to them rather than the hotline.
---- ---- ---- ---- ---- ---- ----
Yes, they are around, and we have great local support though it's paid
for by an additional contract.
---- ---- ---- ---- ---- ---- ----
Pre-sales support is good.
---- ---- ---- ---- ---- ---- ----
They have support for my area??? I've never heard from them, even when
they switched over to EMA-EDA for OrCAD maintenance. I had to call them
and then I had to pay a 50% penalty for being late because they didn't
bother to contact me before the deadline! This kind of service is what
a bull does to a cow...
---- ---- ---- ---- ---- ---- ----
Yes there is local support, although some we've dealt with are inept.
---- ---- ---- ---- ---- ---- ----
If we say Synopsys makes better, local Cadence support reacts.
---- ---- ---- ---- ---- ---- ----
The local suppport in Midwest is very good. They are very helpful and
supportive.
---- ---- ---- ---- ---- ---- ----
The really good apps engineers are protected so that you don't get much
access to them. When you do finally get to them, they don't have much
time for you.
---- ---- ---- ---- ---- ---- ----
Several years ago, Cadence support caused us to buy more Synopsys. As a
result, Cadence support has gotten much better. These days, they're
pretty helpful.
---- ---- ---- ---- ---- ---- ----
Y, but depends on the tool; DFII support is a horror.
---- ---- ---- ---- ---- ---- ----
They still have an office, but the people in it seem to have fallen off
the edge of the earth.
---- ---- ---- ---- ---- ---- ----
Local support is good.
---- ---- ---- ---- ---- ---- ----
As far as I can tell, there is none. (Boise, ID).
---- ---- ---- ---- ---- ---- ----
The worst support of all EDA vendors in my experience. Their AEs and
their management are very arrogant and will respond only if upper
management gets involved.
---- ---- ---- ---- ---- ---- ----
Good support. They stay around even when I don't have any request
---- ---- ---- ---- ---- ---- ----
No - local support usualy reads the manual pages when I speak to them.
When they to come to our site to help what you hear is "interesting",
and "it will be implemented in the next version".
---- ---- ---- ---- ---- ---- ----
Local support only served well for big accounts. I was with a start-up
company two years ago and we could hardly get any support from Cadence.
---- ---- ---- ---- ---- ---- ----
My personal experience is that they are slow to answer questions. Months.
But most people in my company are much more satisfied with Cadence local
support than with Synopsys.
---- ---- ---- ---- ---- ---- ----
Yes they are around.
---- ---- ---- ---- ---- ---- ----
In my experience, detailed knowledge is highly distributed, there are few
true experts. They have to bring several people and then often even
these can't answer the question definitively, so they take notes and find
the answer somewhere else.
---- ---- ---- ---- ---- ---- ----
The support is there. Although sometimes you have to really have to
hammer them to get help.
---- ---- ---- ---- ---- ---- ----
Our dedicated AEs are good but change every 1.5 years.
---- ---- ---- ---- ---- ---- ----
I'm in Scotts Valley which is about 45 minutes from Cadence. There
support here is about as good as it gets. I have direct access to AEs
and sometimes they come to visit and give classes. That seems pretty
stellar if you ask me.
---- ---- ---- ---- ---- ---- ----
The most of local supports are very good and fast.
---- ---- ---- ---- ---- ---- ----
Local support (Irvine CA) is very good.
---- ---- ---- ---- ---- ---- ----
Is there local support in the Boston area? The amount of relationship
building, follow up, and update training is abysmal. What little support
there has been, has been helpful, and they try hard, but the depth isn't
there.
---- ---- ---- ---- ---- ---- ----
The support try to be helpful. But in the end they seem to be as lost
as the new users in getting answers from R&D.
---- ---- ---- ---- ---- ---- ----
They are helpful. But I guess it helps to have a large contract with
them. The larger you are, the bigger their ears.
---- ---- ---- ---- ---- ---- ----
We've had good luck with post-purchase support, but we are on a volume
purchase agreement so we may have better response than others.
---- ---- ---- ---- ---- ---- ----
I can get support after filing a hotline ticket. And they are helpful
once you really get them in, i.e. to show a true bug to them, which is a
long process. It took me 3 weeks, in the middle of our tape out, to get
them convinced. I had to drive hard on that.
---- ---- ---- ---- ---- ---- ----
In MN, the support is great, and is probably the best support I've seen
of any company. Other areas are not as blessed.
|
|
