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Old   June 14, 2008, 17:47
Default Fluent People leaving
  #1
4merfluent
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Is it true that after ANSYS took over Fluent, key people are leaving the "old" fluent organisation and ANSYS is focusing on pure sales and not covering the needed good support that Fluent was known for?
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Old   June 16, 2008, 02:58
Default Re: Fluent People leaving
  #2
RoM
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According to ANSYS' 2008 customer survey "Quality & helpfulness of advice" slightly increased compared to 2007. Only 118 people answered to the survey so it might not be very representative. From my personal experience the quality of service has not dropped.
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Old   June 16, 2008, 06:20
Default Re: Fluent People leaving
  #3
satum
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I also hope the quality of service has not dropped.
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Old   June 16, 2008, 11:24
Default Re: Fluent People leaving
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Andy R
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Whether people are leaving or not, I cannot say. However, my the new Rapid Response Team format is less responsive than the old single point of contact. We had a single Fluent employee in Lebanon who handled our technical issues. This is not to say we did not use the support portal or deal with other technical support personal. But we did have this one individual who was responsible for keeping us happy and he did. If history is a guide, there will be a significant reduction in the quality in scope of user support as there was when ICEM-CFD was absorbed. - Andy R
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Old   June 16, 2008, 11:26
Default Re: Fluent People leaving
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Andy R
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Whether people are leaving or not, I cannot say. However, the new Rapid Response Team format is less responsive than the old single point of contact. We had a single Fluent employee in Lebanon who handled our technical issues. This is not to say we did not use the support portal or deal with other technical support personal. But we did have this one individual who was responsible for keeping us happy and he did. If history is a guide, there will be a significant reduction in the quality and scope of user support as there was when ICEM-CFD was absorbed. - Andy R
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Old   June 16, 2008, 13:17
Default Re: Fluent People leaving
  #6
Renato Pacheco
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i can not say it also, but i felt very bad when fluent USA blocked non americans to access their online forums.
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Old   June 17, 2008, 07:45
Default Re: Fluent People leaving
  #7
fluent_usr
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Yes, this is very absurd. Indeed now, we the non-North Americans have the right to pay less than what our academic counterparts in North America have been shelling out for the licenses. I hope Ansys relizes this to be a error, and coninues with a global support.
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Old   June 20, 2008, 09:50
Default Re: Fluent People leaving
  #8
4merfluent
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The question is on what level the support has been excuted and what was the timeframe for responce. Having more people in for support may seem to be more effective and they can send the questions to the next competant people but unless you know who has answered you ( read not responded) you cannot know the quality of support. Also internal audits is not much of a feedback and if less than 150 people answer from a client base of well over 200 000 seats than you know that something is wrong.
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