How Can We Improve?
We continually strive to improve both the functionality and the quality of our products and services. In order to improve, we need your feedback and your suggestions.
Complaints
We like to think that our products and services are so good that customers will have no reason to complain. As hard as we try to achieve total customer satisfaction, we acknowledge that occasionally you may want to tell us about a problem. As part of our Quality Management System, we have a formal mechanism for reporting complaints. Your feedback about our products and services is very important to us. By identifying specific problems, you can help us fix the problems.
We would like to be specific about what we mean by a "complaint." A complaint is a problem with an Abaqus software product other than a bug that you feel we should address. A problem with a product is defined as anything that impacts quality.
When you wish to lodge a complaint, please send it in a written format, preferably electronic. If you like, you may call by telephone and ask one of our support engineers to enter your complaint for you; however, we prefer that you create the written description yourself, so that we have the best chance of starting with an accurate description of your problem. You can send an E-mail to our QA Director or fax a letter to your local support office. Please include the following information.
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Your name
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Your organization
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Your address (including your telephone number, fax number, and e-mail address)
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The Abaqus product or service causing the complaint (for example, Abaqus/Standard; the Heat Transfer Seminar; the technical support service in a particular branch office, etc.)
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The date (or range of dates) when the problem arose
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A detailed description of the complaint
Your complaint will be entered into our Quality Management System Issue Tracking tool, reviewed, and assigned to a responsible individual for investigation. The complaint entry is not closed until you have been informed of the response to the complaint. All complaints are tracked and used in trend analysis to determine areas that require corrective or preventive actions.
Additional Resources
To learn of potentially serious Abaqus error reports login to My Support. This answer is only available to customers with support.
>> See Answer 908 [Login required]
To report a suspected error in an Abaqus product
>> See Answer 1654
To submit a Request for Enhancement
>> See Answer 940
>> Quality Assurance Background
>> Quality Monitoring Service
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