I seem to have an issue with siemens recieving my messages and recieving messages with IR's. I usually reply to the email that siemens sends, but sometimes I get a response on the other end and sometimes I don't. I also try to type in the persons name @ siemens.com and sometimes I don't get a response. Is there some sort of method to establish communication that I am not getting?
I'm sorry to hear you ahve dificulties trying to contact us. As far as I know, contacting us is normally not an issue. Some exceptions can always be the case, but this should not be structural.
If you respond to an Existing IR. The advise is to always use the general email address: Siemens GTAC Support <firstname.lastname@example.org>.
There is an automated system behind this, that will always forward the email to the assigne employee. For this to work the subject of the email must start with the IR number, like:
IR 7548001 Request for Information (Desc:.....) or for example if you reply:
RE: IR 7548001 Request.....
In this case your email will be forwarded even in case the original engineer is on holiday, sick or has handed it over to a specialist on the topic you reported.
Using the direct employees email address should work as well, but is not preferred.
There is a last option that should just work fine as well, and that is to update the call text via our website. Siemens.com/gtac --> Create or update an IR
Click at the top on "Search and Update Call" enter the IR number and click on "Go".
Update your text and press "Add update text".
I hope this helps in future communication.
The person handling the response did respond. I got nervous because I am being pushed to complete this job and I had problems in the past with communication. If I ever have a problem I will have to try the method you explained.
Good to hear you got the proper response.
I do want to give you one more tip. In very urgent cases, email/website might not be the best/fastest way to contact us. In these cases, I would always suggest to call us.
You can do so by calling the local support number. If you have a "new" question, we will create the IR for you. If you call back on an existing IR, you can select this option from the phone menu, type in the IR number, and you will redirected to the Engineer that is handling the call. Should he/she not be available for whatever reason another colleague will pick up, and he/she can look up the IR information in an instance.
He/she might be able to help, or leave a message with the colleague that is handling the IR.