Dear valued customer,
Cognex is trying to improve processes continuously. As our main focus is you, our customers, I am happy to introduce to you the newest improvement.
Since March 2009 Cognex has new Support Hotline numbers in Europe.
First of all, we will provide direct local phone numbers in 16 European countries dedicated to Technical Support!
Please see below the list of Hotline numbers and languages. Other European countries, countries handled from Europe and supported languages may be added in the future. As we can not cover every language in Europe, some languages are not available at all, some others only limited. Limited means, that depending on engineers availability you will be able to get local language support, but, if engineers are not available, an English speaking engineer will handle your request.
If no engineers are available, you will be able to leave a message in the indicated supported languages, this message will be distributed to the whole Support Organization and the next available engineer will come back to you.
This new offer allows you to have more access to the whole group of engineers covering the Support Hotline in Europe. On top of providing you maximal availability coverage, it will also reduce the communications costs.
With this setup we are available to listen to you and provide an answer, when possible, to your questions on the spot. However in many cases additional information may be required, please keep in mind that you will get a prompt reply if you send your requests in English by email to
ecs@cognex.com, including files and images and other related documents. This is usually the most efficient method.
Also unchanged is the policy that customers, who have bought their system through other companies than Cognex should get their first line support from these companies.
If you like to comment or have questions, don’t hesitate to send me a message.
frank.weigel@cognex.com.
I am looking forward to hearing your experiences!
Frank Weigel
Senior Technical Manager Europe
