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pw3
September 20th, 2008, 09:18 AM
Anyone had the pleasure of trying to get any info from the AB Knowledgebase of late? Apparently, on THEIR forum, you need a Techconnect Contract to access most of the boards, as well as a significant number of (what had been free) Technotes in the Knowledgebase.

They make a product, sell it for a premium price, it has bugs in it or there is a lack of info in the user manual, and now they want to CHARGE for the info to make it work?

Am I off-base on this, or is there a problem with this picture?
standale
September 20th, 2008, 09:23 AM
I'm new to the AB forums. When I tried to access the posts and notes on MicroLogix HSC I saw that most of the answers were locked out. I thought that was kinda RUDE.
Mickey
September 20th, 2008, 09:34 AM
Yep,

http://www.plctalk.net/qanda/showthread.php?t=41602&highlight=knowledgebase
TConnolly
September 20th, 2008, 04:40 PM
Techconnect is not expensive. And it keeps your RSLogix software (all version, no matter how may seats) current too. To their credit, they have made it affordable.
pw3
September 21st, 2008, 04:28 AM
Techconnect is not expensive. And it keeps your RSLogix software (all version, no matter how may seats) current too. To their credit, they have made it affordable.

An activation for RSLinx OEM or RSView ME costs how much? An I/O card for a legacy system, a 1771-IFE, costs how much now? So you buy some software that they later determine has bugs in it, and they now want to charge for the info to fix it?

If this were a smaller company with less gear in the field the concept would never fly.
MorphuisOGrady
September 21st, 2008, 04:32 AM
Techconnect is not expensive. And it keeps your RSLogix software (all version, no matter how may seats) current too. To their credit, they have made it affordable.

I would highly recommend any Rockwell users to invest in a TechConnect contract. It only costs a few shillings and a very useful tool. If I cant find what i need in their comprehensive database of answers I can have a Tech Support Engineer call me within 24 hours.
pw3
September 21st, 2008, 04:50 AM
The cost of this minimal, self-service type of support, should be built into the overhead cost of the product.

I'm okay with charging for specialized support, or Training, but gigging a customer for Technotes (especially on legacy gear) is an insult.
panic mode
September 21st, 2008, 01:04 PM
$4000 a year, every year is minimal?
jdbrandt
September 22nd, 2008, 12:22 PM
Anyone had the pleasure of trying to get any info from the AB Knowledgebase of late? Apparently, on THEIR forum, you need a Techconnect Contract to access most of the boards, as well as a significant number of (what had been free) Technotes in the Knowledgebase.

They make a product, sell it for a premium price, it has bugs in it or there is a lack of info in the user manual, and now they want to CHARGE for the info to make it work?

Am I off-base on this, or is there a problem with this picture?

Interestingly enough, when you go to www(dot)ab(dot)com, and look at the 'Products' tab, the Knowledgebase is listed there. So, they apparently consider it a 'product'. In fairness, however, it also comes up under Services & Support, so, maybe just a strange alignment-of-the-planets kind of thing.
MorphuisOGrady
September 23rd, 2008, 02:35 AM
I bet the same guys would be whinging if Rockwell didnt provide the service or 'product'
pw3
September 23rd, 2008, 06:24 AM
Your reply makes no sense. If you would like to add something constructive here, or want to PM me, have at it.
boardmaker
September 23rd, 2008, 08:46 AM
I think we've beat this in the ground. At least they have it. I have used techconnect many times and never been disappointed. The knowledgebase is pretty much a must have and the forums are just getting going, but doing pretty good. Overall, I'm satisfied. Do I wish they were free, of course. Will I continue to pay. Of course. Do I think they are going to change. Not anytime soon.
TWControls
September 23rd, 2008, 09:05 AM
Interestingly enough, when you go to www(dot)ab(dot)com, and look at the 'Products' tab, the Knowledgebase is listed there. So, they apparently consider it a 'product'. In fairness, however, it also comes up under Services & Support, so, maybe just a strange alignment-of-the-planets kind of thing.
Actually to defend Rockwell on this one, Knowledgebase links were added to various places some time ago after complaints from customers, including me, that it was hard to navigate through the support section of the site and find it
MorphuisOGrady
September 23rd, 2008, 10:54 AM
Something constructive? What makes no sense??? Its quite simple. I stated that the same people would still be complaining if Rockwell did not provide the TechConnect service.



A PM wont be nescessary.
Tharon
September 23rd, 2008, 11:15 AM
I have used techconnect many times and never been disappointed.

I had one Techconnect guy swear at me (of course, he didn't know that I heard him). He was using speaker phone, and didn't hang up properly, and I heard some extra comments on the side he made about me.

I thought about speaking up, but figured it wasn't worth it and listened for about 20 more seconds before hanging up myself.
MorphuisOGrady
September 23rd, 2008, 11:19 AM
I had one Techconnect guy swear at me (of course, he didn't know that I heard him). He was using speaker phone, and didn't hang up properly, and I heard some extra comments on the side he made about me.

I thought about speaking up, but figured it wasn't worth it and listened for about 20 more seconds before hanging up myself.

As long as he gets me an answer to my question he can call me whatever he wants :)
Tharon
September 23rd, 2008, 11:21 AM
As long as he gets me an answer to my question he can call me whatever he wants :)

I wasn't offended at all. I had been called much worse before. I thought it was funny. He did have the answer I was looking for.