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Forum behavior

Brian Gudauskas
Guys, I’ve been watching with interest and quietly for some time since I was alerted to some recent issues.

Since then I’ve seen many people helping, and being constructive, thank you, you know who you are.

However I’ve seen a small minority posting:

1. Pornography and NSFW posts
2. Admin – baiting
3. Rants, with no purpose other than to incite
4. Ridicule bordering on bullying

Are we going to let a couple of people ruin this for everyone? We put this forum here for us all to discuss the software, to help each other, not for a few people to commandeer for the personal entertainment. There are other places to put NSFW posts and rants, we should be professional on this forum.

We have to protect new users from abuse. We have to enforce the rules for everyone. Criticism is allowed and encouraged (prefer constructive criticism), but flagrant violation of the rules, and bullying of anyone cannot be tolerated. I have been a staunch defender of our open forum for years. Other OEM forums are closed, or non-existent, what does that say about the freedom that is offered here? Let’s respect our privileges or risk them being taken away.

If you want to respond to my plea for professionalism with some remarks about how the software has let you down, has personally screwed you out of house and home, mugged you and your brother, whatever, please don’t. The forum is for discussion, not for logging bugs. If you feel so strongly about the software (which is good), please try to actually do something constructive about the issue through official channels. Here is how.

1. First contact technical support, and report the problem. 800-343-7933. This works, I have followed many customers through the system. YES, I believe like all technical support that it is far from perfect, but at least start here so you can get your call logged and have something to whine to me about. If you don’t like to call, use this form: http://hexagonmetrology.us/contact-us.
2. If you do not receive the timely response you desire, call your sales representative. They will help.
3. If all these fail for a specific issue you have, PM me telling me what happened in technical support, who your sales rep is, and if you entered a contact request. I will follow up with each and make sure the system is working for you and for everyone. Allow me time, I do have a day job, and I'm just one person.
4. If after all that, you still don't like the response you are getting, fill out the customer survey here with your experiences: http://hexagonmetrology.us/contact-us/customer-satisfaction-survey . It is logged and reviewed.

Thanks for your professionalism in advance, please help me make this a better place.
  • I was going to post something bigger, but I am not in the mood. For my 2 cents, Hexagon has dropped the ball with PCDMIS. Now you can say, call tech support, or call your local sales guy. In my case, Tech Support hasn't helped and my sales guy doesn't call me back. I firmly believe that it is not Brown and Sharpe's fault. There are a LOT of good people working there and I know some of them personally. I think Hexagon is too big and too far away for that personal touch that the old Brown and Sharpe / Wilcox Associates had.

    .02 (Canadian)

    Signed,
    Frustrated in Wisconsin.

    I hope we are not too big to call you John, seriously. I agree we need to do better.
    I am relatively well aware of John's circumstances and he is not exaggerating. As I stated in my PM to Bill Fetter (Director of Marketing), I have not seen or heard from the Hexagon Metrology Representative for a long time. Not even a phone call to ask "how is everything going?", So, I mentioned it in the PM and then all of the sudden I get a call from the rep; he says its for another reason, fine, but it was awfully coincidental. I don't expect to hear from him for another 2 years.
  • James, you know I can't answer for every rep, much less every phone call. I say let him know. Don't be shy. If a rep doesn't return your call, then maybe he doesn't want your business (always a valid concern, I'm very much about reality). But it's different if he hasn't called you in a while, maybe he's being asked to do too much. He might tell you that if you ring him. I'm not making excuses, I'm just saying that everyone has flaws. I know I'm **** naive, right?
  • Did I miss something around here?

    No, just keep getting ready for the Royal Wedding and pick out a good Bonnet for yourself.LOL
  • Can't say much about your comments Ironhoe, I totally agree. Voting with money is the right way to go, and we (as Hexagon) need to make good versions that satisfy new customers and older (ahem, not old) customers alike. That is a hard thing to do, trust me and our software group works at it everyday. I use the example that many people who used 3.7 or earlier reporting dislike the new reporting, but new customers want and like template based reporting. It's not only a trend, it's a requirement. Our "big customers" are your customers too, and whether any of us like it or not, they drive whole industries and reporting formats. We have to listen to everyone and do our best and we try everyday. Your help is appreciated on this board by many. Thanks.


    The 'new' style reporting would be swell if it worked correctly from the initail offering.

    My machine has V4.1.

    1). A typical report might require changes to line-spacing so that the report does not 'split' a dimension (part on the bottom of one page and the remaninder on the next). Simple solution, use use a formfeed. You know, something that has been around in programming languages for decades. Guess what, it doesn't work in V4.1. Angry

    2). Ran a program the other day. 80 parts. Did the first 60 and saved the results as rtf (file size 3k). Continue the next morning. Finish the part run. The rtf file size is 450+k each. Seems like the text mode is unchecked. So I select text mode only and re-run the parts. AngryAngry


    3). This is my favorite and has happened maybe 3 times. I run a program and the first page is text mode and the second changes to graphical. Confused
  • Tech support for my problem, did email to let me know thatr the problem was being work on. There were problem with 2010 mr3 with it stopped working. The problem was fixed and it rans fine. I have a lot of dealing with Brain when he was here in California. He was always able to help. I ran a lot of different CMM program. Hexagon tech support is no worse that the others.

    I am relatively well aware of John's circumstances and he is not exaggerating. As I stated in my PM to Bill Fetter (Director of Marketing), I have not seen or heard from the Hexagon Metrology Representative for a long time. Not even a phone call to ask "how is everything going?", So, I mentioned it in the PM and then all of the sudden I get a call from the rep; he says its for another reason, fine, but it was awfully coincidental. I don't expect to hear from him for another 2 years.
  • I ran a lot of different CMM program. Hexagon tech support is no worse that the others.
    There ya go Brian. You, tech support and the AE's have something to shoot for. An excellent standard of mediocrity. 30,000 seats of the most powerful voodoo out there and you "aren't any worse than the other guy"... that's recognition for the hard work right there.
  • I am relatively well aware of John's circumstances and he is not exaggerating. As I stated in my PM to Bill Fetter (Director of Marketing), I have not seen or heard from the Hexagon Metrology Representative for a long time. Not even a phone call to ask "how is everything going?", So, I mentioned it in the PM and then all of the sudden I get a call from the rep; he says its for another reason, fine, but it was awfully coincidental. I don't expect to hear from him for another 2 years.

    Tech support for my problem, did email to let me know thatr the problem was being work on. There were problem with 2010 mr3 with it stopped working. The problem was fixed and it rans fine. I have a lot of dealing with Brain when he was here in California. He was always able to help. I ran a lot of different CMM program. Hexagon tech support is no worse that the others.

    You quoted me? Why? No where did I mention anything about tech support. I don't see the correlation between your post and my post. Please advise.
  • Tech support is a difficult task. I can tell you about all my experiences, Dell I deal with the most and they've been both awesome and horrible at times. I won't make excuses, we don't always hit the mark, but I know the guys work hard at it.

    I also know that there's a big difference in the support you can offer when you have 10 customers versus tens of thousands. We strive, if you know how to make it better let me know.

    There ya go Brian. You, tech support and the AE's have something to shoot for. An excellent standard of mediocrity. 30,000 seats of the most powerful voodoo out there and you "aren't any worse than the other guy"... that's recognition for the hard work right there.
  • I don't see the correlation either... maybe just an oops.

    You quoted me? Why? No where did I mention anything about tech support. I don't see the correlation between your post and my post. Please advise.
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