Over a month ago I published a quite long and detailed story listing a slew of problems I had recently had with TI Tech Support. Yesterday afternoon I received a telephone call from Douglas Batts, the Director of World-Wide Technical Support for the Semiconductor Division of Texas Instruments.
He called to apologize for the poor service I had received, explain some of the things I had experienced, and detail some of the changes they had made to ensure these problems wouldn't occur again. Here, in part, are some of the problems and their resolutions, quoted from an email he later sent me:
Regarding the url, there was a time period of 2 weeks where many links via the Update Advisor were broken and those were fixed.
The url stated in the documentation, https://www-a.ti.com/downloads/sds_support/C6416TEB02.htm now automatically routes to this url https://www-a.ti.com/downloads/sds_support/C6000-2.00-SA-to-TI-TEB6416.htm (the same one provided by the PIC support) and works properly.
The phone number the customer is referring to is 972-293-5050 the Software Upgrade Center number, apparently for a period of one week the numbers were down when they made changes to the switch.
And the serial number - service codes for the Code composer studio has been added to the database and the customer was able to access Update Advisor.
Very bad timing, a number of things failed on TI's end, and this customer happened to experience all of these problems.
I'm impressed with Doug's follow through on all the issues and should also add that I have been working directly with the local sales representative and applications engineers and have been similarly impressed with their knowledge, thoroughness and helpfulness. We're not done with the project yet so I am not willing to claim a happy ending, but I am optimistic.