No Subscription = No Service Packs?

[bri011]

I went from a large company with 13 seats of SW and annual subscriptions (or maintenance contracts--whatever you call it) to a small company with one seat of SW and no subscription contract. I can't download SP1.0. Am I understanding this correctly--I don't get service packs unless I'm on subscription?

If so, that's crap. Service packs are mostly FIXES--and why shouldn't I get a fix if the software is defective?

I understand that I wouldn't get major upgrades, but I should get service packs. If this really is the case, then I'll complain to my VAR (and get nowhere, but still complain).

Thanks,

Brian

 

[josephv]

From my point of view it must be expensive for SolidWorks and the VARs to determine what is and what is not a bug.

So it may actually be cheaper just to give Service Packs to customers who are not on subscription. Instead of trying to determine if the bug they are running into is fixed by a particular Service Pack.

At any rate SP0.0 2007 has it share of problems, so Brian should be entitled to SP1.0 because I have a hunch that sooner or later he will run into those problems (on the positive side SWX 2007 SP1.0 is pretty solid from what I have seen).

Best regards,

Joseph

 

[SBaugh]

That's what support is for and we get paid for a job just like you guys do. If you didn't need it we wouldn't be here and everything would be free.

Didn't your mom ever tell you, "nothing is ever free" and "you can't get something for nothing".

Regards,

Scott Baugh, CSWP

http://www.scottjbaugh.com

faq731-376

 

[J-C]

Scott, you guys can still be there to provide support and such. But service packs should be free and acessible to all. Most all programs out there offer patches to fix the bugs in the software.....and they are free, even Microsoft works this way. They are there to fix the problems in the program you bought so it works as advertised. Just don't quite understand Solidworks stance on this.

Jason

UG NX2.02.2 on Win2000 SP3
SolidWorks 2006 SP5.0 on WinXP SP2

 

[SBaugh]

I did not disagree with any of you, but my point is that sometimes its better not to upgrade, without proof that the SP you are on is causing you an issue... which if you think about it, is the way SW is standing on this issue. They are not saying that you can't have them, but you have more access if you pay for it the service.

Regards,

Scott Baugh, CSWP

http://www.scottjbaugh.com

faq731-376

 

[Simon205]

Just my 2 pence worth, but I really don't see the complication; by releasing service packs SolidWorks are admitting they are addressing faults that users wouldn't've expected when first purchasing the software, therefore I see no reason why they shouldn't be available to anyone who buys it.

 

[SBaugh]

Don't flame me for telling the truth here! I understand what you guys are saying because if have been on that end of the spectrum before... I just didn't start working for a VAR when I got out of college I worked in the field for many years b4 coming here.

When an SPR is finished does not mean that an issue you had last SP is fixed this SP. Most of the time is much further down the line when a SP fixes an issue, and sometimes it may not be fixed until the next major version. So if SP's were free and the issue you found was not fixed until the next major version was released do you think you are entitled to that release without maintenance?

Here is the rule: If a customer not on subscription reports a defect which is fixed in a major release which is newer than their current version, they must purchase an upgrade or Subscription Service to receive the new version.

Below is more about what this thread is discussing:

This is from SW License agreement that you all sign when the software is purchased with or without maintenance:

[red]SolidWorks policy is in conformance with the End User License Agreement (EULA), which states:[/red]

SolidWorks warrants that the Software will be free of defects in materials and will perform substantially in accordance with the Documentation for a period of ninety (90) days from the date of receipt by you. SolidWorks also warrants that any services it provides from time to time will be performed in a workmanlike manner in accordance with reasonable commercial practice. SolidWorks does not warrant that the Software or service will meet your requirements or that the operation of the Software will be uninterrupted or error free or that any internet tool or service will be completely secure. SolidWorks' entire liability and your sole remedy under this warranty shall be to use reasonable efforts to repair or replace the nonconforming media or Software or re-perform the service.

By definition, the term “…and will perform substantially in accordance with the Documentation…” should be interpreted as “Critical/High” business impact customer issues identified within that 90 period by that specific customer. Under these circumstances SolidWorks will supply the Service Pack that contained the resulting correction to that issue.

So you do have 90 days from the day you purchase it, but you have to prove that it is causing you loss in work and time.

Regards,

Scott Baugh, CSWP

http://www.scottjbaugh.com

faq731-376

 

[bluesman0007]

Okay I will also add a few cents to the mix. I agree that Service Packs should be available to non-subscription customers. We have been on subscription since SW2003 and there is some security knowing that we have that little extra support from our VAR. Buying a seat of SolidWorks should entitle you to having the best and most reliable product for the money. By holding the SP's on a need only basis seems a little counter-productive. I read a lot about graphics problems, usually first response.. do you have the currently updated driver?.. which by the way is a free download away. It should be the customers choice to download the next SP like Scott said if it ain't broke don't fix it, but give me the option. Okay I'm done.

Dennis

SolidWorks 2007 SP1.0
Windows XP Pro, Pentium4 3.00GHz
1.5 GB RAM, Matrox P650
Logitech Marble Mouse, CadMan

 

[Simon205]

Scott, I wasn't 'flaming' anyone! Apologies if you took any offence, but none was meant.

I understand that some issues may be fixed in a later release, and fine, that's a separate issue. I just think that updates for the SAME release should be available freely.

Phew!

 

[J-C]

Well regardless.....Autodesk provides this free for Inventor so I wonder how long Solidworks will keep this up.

Jason

UG NX2.02.2 on Win2000 SP3
SolidWorks 2006 SP5.0 on WinXP SP2

 

[SBaugh]

I didn't take any offence to anything, I just didn't anyone flaming for what I posted this morning.

Jason - They have been doing this since the beginning and I don't forsee this changing, but only you as a customer can change this policy.

Regards,

Scott Baugh, CSWP

http://www.scottjbaugh.com

faq731-376

 

[Randy1111]

Not only are you denied access to the 'fixes', you are not allowed access to the forums, nor can you access the 'best practises' and other instructional literature that soldworks keeps on their site.

Thats like buying a car and being refused the owners manual unless you pay up for extended warrantee.

-------------

Randy

 

[GregLocock]

and did you know this before you bought the package?

Cheers

Greg Locock

Please see FAQ731-376 for tips on how to make the best use of Eng-Tips.

 

[looslib]

I disagree.

You have the sw (car) and the documentation (owner's manual) that were the latest spec when you purchased it. Now you want the additional information )repair manual) for free. There is always an extra charge for the extra information.

Once your car is out of warranty, do you expect the dealer or manufacturer to provide free fixes? Most sw has a 90-day warranty and then only to the extent that you can install it from the distribution media.




"Wildfires are dangerous, hard to control, and economically catastrophic."

Ben Loosli
Sr IS Technologist
L-3 Communications

 

[smcadman]

If you want to equate the $4000+ purchase of SW to a vehicle, then you might want to throw in lemon laws also. Lemon laws vary by state, but in Texas, 2 of the requirements are:
1. The vehicle has a serious defect or abnormal condition.
2. The defect or condition persists and substantially impairs the vehicle's use or market value, or creates a serious safety hazard.

Because of the SW Nondisclosure Agreement I will not post any particular item from the service packs. However, if you study the spr data for SW06 from 1.0 to 5.0, they are majority "fixes", not enhancement requests.

You shouldn't have to prove any problems before getting any service packs (fixes). But if you only get a 90 day warranty, then you should at least get the first SP without hassle.

Flores

 

[CorBlimeyLimey]

If a car is found to have a "manufacturers defect" which possibly could cause a crash (at any age), those cars are recalled and fixed ... no extra charge.

​

Helpful SW websites faq559-520​

How to find answers ... faq559-1091​

SW2006-SP5 Basic ... No PDM​

 

[SBaugh]

Actually there are new improvements per SP and that maybe why they don't allow them for free. All SP's from MS I think are just Bug fixes, and those are free. But I forgot that they do add some new fuctions per SP... it might not be much, but some are better then others and if you don't have maintenance. Then you are truly getting something for free, no matter how small it is.

I know when we go out... we make the customer aware if you don't buy maintenance. then you will not get upgrades or SP's for that version. We do provide them with support on installing only, not any support for "how do I". If there is alegit bug they can send that in and we will look at it. So IMO our customers are made aware before they purchase it. Most purchases sometimes don't include those that use it sometimes, because if I was in on it I would push for maintenance.

Thanks for reminding me of that Flores!

Regards,

Scott Baugh, CSWP

http://www.scottjbaugh.com

faq731-376

 

[bri011]

Quite a response.

I understand the agreement--no maintenance, no service packs. However, I don't agree with it.

If they hold back SP's because they contain enhancements, then they should separate enhancements from SP's and hold back 'Enhancement Packs' from non-maintenance customers.

I didn't opt out of the maintenance agreement because I'm cheap; I did it because I work for a small company and the cost of maintenance is a big deal (as the software purchase was).

So, I'll cross my fingers that the day won't come where a reported and fixed SPR doesn't grind ME to a halt because I didn't pay for enhancements. Or, I'll give in and pay hundreds of dollars for maintenance so I don't have to take that risk.

I wonder... what does SW lose by 'giving away' SP's to customers without maintenance?

 

[Krazyglue]

IMHO if you buy a version you should get all the service packs for that version.

Same as windows.

Or use usenet......

My subscription runs out oct 31.

I work for a small company also.

 

[handleman]

All SP's from MS I think are just Bug fixes, and those are free.

Windows XP SP2 contained enhancements as well. One in particular is the Windows firewall.

 

[SBaugh]

Time for you all to turn in an ER and be done with this thread. Because its not going to change with you all complaining here turn in an ER and see if they will comply in a few years.

Regards,

Scott Baugh, CSWP

http://www.scottjbaugh.com

faq731-376