Microchip "technical support" - is it just me, or are they rubbish?  - Page 1
Forum section: electronics / general

author: glossywhite
author_rank: Regular Contributor
timestamp: January 28, 2011, 05:22:14 pm
content: For anyone that cares, Microchip Arizona office have Fed-Ex'd me a PICKit *2* Debug Express, complimentary, and told me to keep the PICKit 3 Debug express. The Arizona team seem to know their business - must be the European guys who need to sort their act out. Impressed? By the guy who dealt with me finally, yes. No bullshit, he just called the warehouse and got it shipped from the US to UK in time for *Monday*.So, a happy ending to a stressful day... if you careHad an afternoon to-ing and fro-ing with the dorks at Microchips' so-called "technical support" centre. I am trying to get them to acknowledge & resolve the numerous issues I have with my PICKit 3, and all I am getting is empty promises of callbacks that I never receive, and long winded, language barrier calls to various people in Europe/the Phillipines. Arrrghhh!!I had to resort to calling the head office in Arizona, and explain all the stress to them - hopingtheywill get back to me and sort something out. For goodness SAKE, it's a poxy £50 product, and yet they make you jump through hoops with tech support, as if sending out a new one would bankrupt them! I'm furious!!! I got some marketing manager from the UK (who, incidentally, promised he'd send me an MPLAB CD last week, and never did) call me back, and promise to enquire further and call me later... guess what... HE DIDN'T!!!!The tech support in Europe say they have a backlog... SO? why is that my problem? Sort your company hierarchy out, and hire more staff, then! I'm passed from pillar to post, and told to fill in X,Y and Z forms, create support ticket (did that) and email the support ticket number to the girl in Europe... which I did... still waiting for her call!I was told I had to BUY a new one, and at the same time I had to ship the OLD one back to them (presumably at MY expense?) and they'd not send a replacement... IT'S A TINY AMOUNT OF MONEY, WTF?!I am livid. Am I alone in thinking this company has NO clue how to support their users? Where is D. Head? I'm gonna slap him!!

author: Time
author_rank: Frequent Contributor
timestamp: January 28, 2011, 06:11:59 pm
content: They don't care about a hobbyist. The market is too small.

author: glossywhite
author_rank: Regular Contributor
timestamp: January 28, 2011, 06:14:54 pm
content: Quote from: Time on January 28, 2011, 06:11:59 pmHow do you know that I'm a "hobbyist"? Regardless, customers are customers, and to ignore them because you *assume* they're "hobbyists" is plain rude. It is geeks like us that come up with the ideas and designs that power their business in the first place... or am I wrong?You reply was rather terse and dismissive, but I am optimistic in thinking you didn't mean it to be.

author: Bored@Work
author_rank: Super Contributor
timestamp: January 28, 2011, 06:17:16 pm
content: You have never dealed with Atmel or TI 'support', have you?

author: Polossatik
author_rank: Frequent Contributor
timestamp: January 28, 2011, 06:23:49 pm
content: You said in an other post you where unemployed, so for microship you are a hobbyist because You don't call with the $$$$ company name.This is life.Get over it.on top of that, you're right , it's stupid 50 $ thingy, get a new one if this one is broken.And by the way, time's reply was neither "terse and dismissive,"your assumptions and reply's are the ones I find often rude, uninformed and full of prejudice (or lacking intelligence - pick one).If you disagree, feel free to go further and ignore this. I will be ignoring your posts.

author: Time
author_rank: Frequent Contributor
timestamp: January 28, 2011, 06:24:55 pm
content: This has been a pretty common/worn out subject around this forum.

author: glossywhite
author_rank: Regular Contributor
timestamp: January 29, 2011, 12:01:50 am
content: Quote from: polossatik on January 28, 2011, 06:23:49 pmThat's a good idea! You're full of helpful advice and understanding - appreciate that a lot. You're right, it'sjusta $50 thingy - not much to an unemployed person trying to start a business, and nothing at ALL to a mega corporation, and yeah - I suppose I'm not entitled to a warranty ofanykind whatsoever, being this lowly hobbyist, and the product being less than ONE WEEK OLD. I suppose I should just swallow it, and spend another $50 onanotherpotentially defective PICKit 3. Who knows, it may turn out that my next one is defective hey, so I'll just bin thatalso, and keep buying them 'til I get a good one, huh?Why bother complaining? I mean, it never helps to refine products or make companies listen, after all. Yep, I'll just lay down like get shafted like the rest of modern society - surely that's the best way, hey. Seeing as it's "only $50", would you like to donate me that "only $50", so that I may replace it, sans-hassle, seeing as you're implying that it's not worth chasing up?I think you know full well from who's viewpoint I meant that it wasonly$50/£50 - Microchips!I don't have rights - I've summised that from your helpful insight.Worthwhile reply? Please tell me why you bothered, seeing as you evidently despise me so much...PS:youdon't likemycomments, and yet, you attempt to prove how much of an idiot I am, and imply I lack intelligence in one breath, and then in the next, post SUCH a useless reply?Wow, you must feel good. Never mind, it's alright - I'm going to assume you're just bitter in some way for w/e reason - I'm sorry you feel this way toward someone; I genuinely think that's a shame, and shame on you.

author: Time
author_rank: Frequent Contributor
timestamp: January 29, 2011, 12:09:38 am
content: PICKit 3s aren't mains powered! Get a job, ya bum!

author: glossywhite
author_rank: Regular Contributor
timestamp: January 29, 2011, 12:14:46 am
content: Quote from: Time on January 29, 2011, 12:09:38 amReally? Good, because I've been powering mine from a 25Kv CRT anode cap... uhmm, that is right... isn't it?Where DID that come from?... mains?...

author: Mechatrommer
author_rank: Super Contributor
timestamp: January 29, 2011, 12:22:00 am
content: Kid! go to school first! then come back here again when you got something! I'm sure you'll found the asnwer there why you got problem with your $50 Pickit3.

author: glossywhite
author_rank: Regular Contributor
timestamp: January 29, 2011, 12:25:20 am
content: Quote from: shafri on January 29, 2011, 12:22:00 amI'm almost 36 years of age, and fully qualified as an electronic engineer at the age of 17. Would you care to be a littlemorecondescending, please? I don't feel that you've belittled me enough yet.What is it lately with all these cocky replies from people who assume they're better qualified than others? Show some humility, please - I'm sure you don't knoweverythingany more than I do. I don't appreciate your tone, nor personal put-downs. If you wish to be treated like a man, then grow up, and just cut the sarcasm please?Thanks.

author: Mechatrommer
author_rank: Super Contributor
timestamp: January 29, 2011, 12:27:34 am
content: Quote from: glossywhite on January 29, 2011, 12:25:20 amyour physical age is 36, your behaviour and mindset is still at 16. get a life.

author: GeoffS
author_rank: Unknown
timestamp: January 29, 2011, 12:33:25 am
content: Lets keep the personal attacks to a minimum shall we and keep the discussion on topic?This thread has been reported several times.

author: Mechatrommer
author_rank: Super Contributor
timestamp: January 29, 2011, 12:34:12 am
content: Quote from: glossywhite on January 29, 2011, 12:25:20 amplease relate to...Quote from: glossywhite on January 28, 2011, 05:22:14 pmif IT'S A TINY AMOUNT OF MONEY, why you have such FULL LOAD OF SHIT OUT OF YOUR MOUTH?

author: glossywhite
author_rank: Regular Contributor
timestamp: January 29, 2011, 12:34:26 am
content: Quote from: shafri on January 29, 2011, 12:27:34 amDude, let's face facts here - you don't know me, and you're hardly trying to make peace, joining in with "clever" replies that serve no other purpose than to make youfeelsuperior. Why so bitter? I'm asking honestly - why do you go out of your way to be smug and pseudo-sarcastically witty in almost EVERY post I have read from you?Why can't you just STFU, if you have nothing constructive to say? I didn't PERSONALLY attack you, but I sure am gonna report you soon, for being a dickhead.

author: allanw
author_rank: Frequent Contributor
timestamp: January 29, 2011, 12:47:52 am
content: What was wrong with your PICkit? If they shipped out a non-working product then having them replace it would be a reasonable expectation. I don't know why you guys are ragging on the guy for complaining about their lack of support.

author: Mechatrommer
author_rank: Super Contributor
timestamp: January 29, 2011, 12:49:59 am
content: i think the correct post should be.. humbly ask and explain carefully and slowly what your problem is with your pickit3. rather than jump in and shout all the very thing what you said about us. i think your OP is a very successfull attempt at provoking atroll

author: glossywhite
author_rank: Regular Contributor
timestamp: January 29, 2011, 12:50:54 am
content: Quote from: allanw on January 29, 2011, 12:47:52 amI forgive 'em, they'll just get older and (hopefully) wiser to the fact that being a smartarse online makes you much lesser of a man than you think. Hardly any reason for worry. The device is under-volting somewhat, and I have the odd connection issue, and it randomly powers off a project (<100mA) when powering it from PK3 (it has no other power source).Thanks for the support, allanwQuote from: shafri on January 29, 2011, 12:49:59 amDude, it's called "venting", and it was aimed at Microchip Europe, through my frustration (at the time of posting). Why do you take it personally? I hold no malice to you, so... you know... relax.Really, SO much animosity and tension on here - and yet it is SO easily avoided. Your name is "shafri", not "Microchip Europe Support", right?... I was merely asking, in my animated, passionate way, if this was a common experience. Gosh, I think I need a beer

author: Simon
author_rank: Unknown
timestamp: January 29, 2011, 09:06:51 am
content: Quote from: glossywhite on January 29, 2011, 12:50:54 amCan we all tone down please and remember that people here are from different parts of the world and interpret manguage a little differently and express themselves a little differently or may miss meaninfs slighty: it goes for all. If you really don't like a persons attitude don't bother to reply to the thread.For some back ground info we have dicscussed microchip before on here and yes some conclusions were drawn which most active members are concious of. Unless your a recognised business no they don't give a toss, no more than tesco's will want to refund you for that crap CD player they sold you that broke down after 3 months. I also don't care much for microchip, I bought a pickit2 from them that was listed at £17.5 and i ended up paying over £30 after all the extra fess they put on for packing etc. Basically it's cheaper and less hassle to get anything like that from farnell.It's the world we live in, it aint nice and I'm the first to complain (civilly) but you just have to learn to live with it.

author: CafeLogic
author_rank: Regular Contributor
timestamp: January 29, 2011, 11:58:21 am
content: I would like the chime in and say that Microchip support has been nothing but courteous to me (although, I have only used them to submit but reports). More importantly, however, they send me all the free chips I want without question and without spamming me after. Some of those chips, I cannot yet buy because they are pre-production. Even so, I still feel comfortable using them because I know they will actually come out on time and be available. All of those things are more than I can say for a competing company that starts with A.Maybe there is room for improvement, but in this industry, they are currently setting the bar for treating the little guy. I will also remind you that if they only cared about big business, they would not have made a $35 debugger in the first place.

author: glossywhite
author_rank: Regular Contributor
timestamp: January 29, 2011, 01:09:32 pm
content: Quote from: Simon on January 29, 2011, 09:06:51 amOr stand your ground, politely, and see results such as I did (finally). Yes, there is a balance if you're wasting hours of your time for a £10 item, but this was still £50 and I'm not the type to lay down, roll over and ask for more. I would have drawn the line soon after the point they agreed to a free PICKit 2 Debug Express, had they refused, but it's defeatist just to swallow it without confronting them first.Just because everyone adopts this mindset of defaulting to pre-defeat and lack of willing to stand up for themselves, big businesses will continue on thinking they can trample all over individuals. Not gonna happen, here - youhaveto at persist a while, manners and grace intact.

author: Simon
author_rank: Unknown
timestamp: January 29, 2011, 01:18:03 pm
content: yes persistance and standing to these companies is good. My bank messed up and i sent them such a strong but politely worded complaint that I got just over £100 compensation out of them when in fact it was my dad they did the most harm to.