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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've been lurking this thread for some time and now I feel the need to chime in. First, I have absolutely no problem with Hexagon tech-support. Earlier this year I had a huge problem with CPU fail-safe errors. Hexagon got on this right away and didn't stop researching, both on and off site here, until the problem was fixed. (Thank you Ian). I use both PC-Dmis and Calypso. Sure I have my days with the demon, but it's usually something new I'm trying that I just don't understand yet. In fact, most of my early problems years ago were self inflicted. Calypso on the other hand is a nightmare. But on the same token I'm sure it's because I'm relatively new to it. (I just hate that you can't see the code).

    I'm not trying to suck up, I just think we need to give Brian and the other goons a break. Anyway I would like to make one point of agreement with the others: That SMA sure is expensive. I propose that it should be a 2 year license (same price) instead of one year. That way it will give Hexagon a little more time to please its customers. Pitch that one, Brian. Peace.
  • keego, you totally asked for it now!

    For the record, I'm not so much asking for a break, as asking for people to behave somewhat normally, like a community. Its why the forum exists.

    And lastly, I really appreciate stories about when technical support does work, as sitting where I am, I see lots of helping happening, and all I hear here, is the bad stuff. I'm not saying there isn't bad stuff, just that it isn't all bad.

    thanks.

    I've been lurking this thread for some time and now I feel the need to chime in. First, I have absolutely no problem with Hexagon tech-support. Earlier this year I had a huge problem with CPU fail-safe errors. Hexagon got on this right away and didn't stop researching, both on and off site here, until the problem was fixed. (Thank you Ian). I use both PC-Dmis and Calypso. Sure I have my days with the demon, but it's usually something new I'm trying that I just don't understand yet. In fact, most of my early problems years ago were self inflicted. Calypso on the other hand is a nightmare. But on the same token I'm sure it's because I'm relatively new to it. (I just hate that you can't see the code).

    I'm not trying to suck up, I just think we need to give Brian and the other goons a break. Anyway I would like to make one point of agreement with the others: That SMA sure is expensive. I propose that it should be a 2 year license (same price) instead of one year. That way it will give Hexagon a little more time to please its customers. Pitch that one, Brian. Peace.
  • keego, you totally asked for it now!

    For the record, I'm not so much asking for a break, as asking for people to behave somewhat normally, like a community. Its why the forum exists.

    And lastly, I really appreciate stories about when technical support does work, as sitting where I am, I see lots of helping happening, and all I hear here, is the bad stuff. I'm not saying there isn't bad stuff, just that it isn't all bad.

    thanks.

    Maybe its just the nature of the folks here. i mean why even be here if tech support solved OUR problems? I think the kids here are either without SMA, too dumb or too smart to get help from tech support. Thats why we are here.
  • Yup.

    Maybe its just the nature of the folks here. i mean why even be here if tech support solved OUR problems? I think the kids here are either without SMA, too dumb or too smart to get help from tech support. Thats why we are here.
  • Maybe its just the nature of the folks here. i mean why even be here if tech support solved OUR problems? I think the kids here are either without SMA, too dumb or too smart to get help from tech support. Thats why we are here.

    Honestly, I work for a very small company, we really can't afford the SMA. And really, there is enough information and help here, most issues can be resolved without tech support. This forum is an invaluable tool I use all the time*. We are our own "tech support" so to speak. But, I know it's only a matter of time before I will need tech support for an issue that cannot be resolved here, then we'll have to bite the bullet.Astonished

    *It's also great entertainment at times.Smiley
  • Honestly, I work for a very small company, we really can't afford the SMA. And really, there is enough information and help here, most issues can be resolved without tech support. This forum is an invaluable tool I use all the time*. We are our own "tech support" so to speak. But, I know it's only a matter of time before I will need tech support for an issue that cannot be resolved here, then we'll have to bite the bullet.Astonished

    *It's also great entertainment at times.Smiley

    I dont think that would ever happen. I mean unless the power users just decide to quit playing, which technically looks to have happened. But what Im saying is that There really isnt anything short of actual service that can't be answered online by the super abusers of the software.
  • I dont think that would ever happen. I mean unless the power users just decide to quit playing, which technically looks to have happened. But what Im saying is that There really isnt anything short of actual service that can't be answered online by the super abusers of the software.

    Agreed, it would have to be something monumental. We have 4 machines (one of which is an 18 year old XCEL) and I've done some pretty tough "service tasks" with the help provided here.
  • Let me add... talk about bugs/enhancements/problems all you want here, all I am saying is that it's not the best way to get them fixed.

    And why is that Brian? It seems that this forum could provide a valuable insight into product improvement. What better way to inform the software improvement process than to get real world feed back from those that are sluggin it out in trenches. There are /were plenty of individuals here who would have be en more than willing to have a fair and reasoned exchange with hexagon, if they felt they were taken seriously, better yet weren't at the receiving end of some heavy handedness.
  • And why is that Brian? It seems that this forum could provide a valuable insight into product improvement. What better way to inform the software improvement process than to get real world feed back from those that are sluggin it out in trenches. There are /were plenty of individuals here who would have be en more than willing to have a fair and reasoned exchange with hexagon, if they felt they were taken seriously, better yet weren't at the receiving end of some heavy handedness.

    +1
  • And why is that Brian? It seems that this forum could provide a valuable insight into product improvement. What better way to inform the software improvement process than to get real world feed back from those that are sluggin it out in trenches. There are /were plenty of individuals here who would have be en more than willing to have a fair and reasoned exchange with hexagon, if they felt they were taken seriously, better yet weren't at the receiving end of some heavy handedness.

    Ahh but individually we don't have enough seats (ie money to Hexagon) for them to give a flying fig about us. So a few of us or even a few dozen of us decide to drop our SMA's or even switch to a different product. So what? There are more than enough other seats and bigger customers out there that we don't even make a blip on the radar and they can ignore us with impunity at least that seems to be SOP.
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