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.
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 SIMULIA 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.
A complaint is a problem with SIMULIA software products other than a bug that you feel we should address. A problem with a product is defined as anything that impacts quality.
To submit a complaint, send it in a written format, via email. 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. Please include the following information in your email:
- Your name
- Your organization
- Your address (including your telephone number, fax number, and e-mail address)
- The SIMULIA product or service causing the complaint (for example, Abaqus/Standard; the Heat Transfer Seminar; the technical support service in a particular branch office, etc.)
- The date (or range of dates) when the problem arose
- 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.