How to get technical support?

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JoBr_1593366
Level 5
Level 5
100 sign-ins 50 questions asked 100 replies posted

Any advice on how to get technical support with PSoC products?  Over the last three years, I've emailed the same issue to mycases@cypress.com, used https://www.cypress.com/mycasesposted on this Developer Community, used https://mycases.infineon.com/, used the Live Chat, etc. and there is just no response on anything.  How can I get my question seen and addressed by Infineon engineers?

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12 Replies
yifei_y
Moderator
Moderator
Moderator
250 replies posted 25 likes received 100 solutions authored

We updated our tech support system last year.

To create a tech support case you need to

1. register and login Myinfineon

2. create your cases from "My Cases" customer portal.

yiye_4841451_0-1677216017110.png

 

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Yes, I did that.  One issue created 01/06/2022, another created 20/01/2023.  "Escalated" both of them, got no response, no follow-up questions.

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yifei_y
Moderator
Moderator
Moderator
250 replies posted 25 likes received 100 solutions authored

All received cases must be solved from our tech support side. I can check the case statuses if you tell us the case numbers. 

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IFX-230120-819629
IFX-221029-695073

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yifei_y
Moderator
Moderator
Moderator
250 replies posted 25 likes received 100 solutions authored

I have reminded my colleague in charge about the cases, your patience is appreciated.

Thank you, it looks like they lost track of these issues

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Still no activity on these issues at all?

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I've been asking about this for three years. No response? This is very frustrating.

How do I get help with this? It involves a hardware register in the PSoC and I can't find any more documentation about that hardware register or why it wouldn't be responding as expected.  I don't know who else could help me except Infineon, who have access to the schematics, etc. for the IC.  Is there some other way to get help?  Is it impossible to get help?

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JoBr_1593366
Level 5
Level 5
100 sign-ins 50 questions asked 100 replies posted

Still no response.  Any other ideas?

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vishnu
Community Manager
Community Manager
Community Manager
10 comments on blog 50 likes received 50 replies posted

Hello @JoBr_1593366 , 

My sincere apologies for this bad experience you had to face with Infineon support. I am escalating this with our support team to resolve your query. You can contact me if you face any further difficulties with community support.

Regards,

Vishnu Nair

Community Manager 

Again, I have sent details of the problem and am getting silence.  I haven't heard anything from Infineon since 12 Feb, 2024.  I don't know if anyone has even seen my messages or if anyone is looking into this. Case number IFX-240201-1221249

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vishnu
Community Manager
Community Manager
Community Manager
10 comments on blog 50 likes received 50 replies posted

Last time I checked with team, they mentioned the discussion was in progress for 3 tickets (same issue mentioned in all).

 IFX-240201-1221249
IFX-240131-1219876
IFX-240131-1219877

I see that after 12th Feb, there were no comments on the case, and have reported it to the team management.

FYI  @Latha_S - this is regarding the email thread with Ekta.

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