MATLAB: How to get Technical Support when it is unclear if an issue is caused by MathWorks products or third-party tools

3rdMATLAB

MathWorks Technical Support understands that it is difficult for customers to determine whether issues they experience with a 3rd party product are based on MathWorks products or the 3rd party product. We like to avoid negative experiences where a customer feels being rejected by MathWorks and at the same time by the 3rd party product Technical Support.

Best Answer

According to customer feedback as well as MathWorks’ experiences, the following options have been reported as effective and satisfying:
1. As MathWorks Technical Support will not install 3rd party products to reproduce issues: If possible, condense the models and codes in a way that the issue is reproducible without the use of the 3rd party product and contact MathWorks TS only. MathWorks TS is available to assist you by coaching techniques how to condense models and codes if needed.
2. If the bandwidth or the skills to condense models or code is not available, you should get in touch with the Technical Support of the 3rd party vendor.
a) In case the 3rd party vendor points to MathWorks because of a known issue, you can contact MathWorks TS for available fixes or workarounds. Make sure you receive a MathWorks article number (nine digit number) or a MathWorks bug report number (up to seven digits) from the 3rd party Technical Support.
b) In case the 3rd party vendor assumes the issue is based on MathWorks tools, MathWorks TS is committed to collaborate with the 3rd party vendor’s Technical Support in order to get agreement on that. Contact MathWorks TS and refer to the 3rd party support tracking number or contact person. All other necessary steps towards a result should not need customer activity (specifically reminders).
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