NVIDIA Customer Care joins the forum
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Hello all,

It is my pleasure to introduce Manuel G to the NVIDIA forums. Manuel is a long-time member of the NVIDIA Customer Care team and we are looking forward to becoming much more involved on these forums to help resolve issues, gather information and use your data, questions, comments and suggestions to help improve future NVIDIA products and drivers. I thought I’d kick things off by writing a brief FAQ regarding what Manuel can and can’t do and how to best get support for your NVIDIA products.


Q: What is the best way to get official technical support for a product based on NVIDIA technology?

A: The best way is always to check with the product provider first. They are the only ones that can handle warranty and RMA related issues. If you bought a graphics card for example, contact the manufacturer of the card. If it came as part of a computer system (such as a Dell or HP), contact them first. If it’s an NVIDIA branded product, like 3D Vision, the NVIDIA support pages on [url="http://www.nvidia.com/"]www.nvidia.com[/url] are your best bet. Don’t forget the NVIDIA online knowledgebase as well, our research shows that over 98% of the people that visit our support website find the answer to their question there.



Q: What types of issues can we help with?

A: We’ll do our best to help with technical problems, driver questions and other technology related issues. Sometimes we’ll help right here within the thread, sometimes we may redirect you to the appropriate support group, or ask for more information either via PM or within the thread.



Q: What types of questions can’t we help with?

A: Manuel and I are part of the NVIDIA Customer Care team which is a part of NVIDIA Software Engineering. We are not a part of marketing or sales, so we can’t really answer questions about future products, business decisions, legal actions, conspiracy theories, naming conventions and so on. We can’t recommend one partner over another, or make specific product brand recommendations. We tend to be Windows-centric since that’s the bulk of our customer base although Manuel knows his way around a Mac pretty well too and of course he has a direct link to our Mac development and QA groups. We have other forums and support channels for Linux issues and OpenCL/CUDA developers.



Q: What about the existing forum mods and admins?

A: We have a great team of volunteers here and we couldn’t run these forums without them. Nothing changes, they are still here and happy to get involved as usual.



Q: Will you reply to every question and post?

A: We suspect that would be impossible due to volume. We’ll do our best and read everything we can, but Manuel will be picking and choosing where he feels he can offer the most value. We can't guarantee a reply to every question. Be patient as well, we hope to respond pretty quickly but can’t guarantee quick responses. Manuel will also be trying to repro issues, pinging internal groups, filing and tracking bugs, creating reports and many other things other than reading and writing forum posts.



Q: How can I best word a post to get an answer?

A: Ask a technical question, provide information about your system and the steps required to reproduce the issue. I am instructing Manuel to not waste a lot of time on threads that contain profanity or have dissolved into flame wars.



Q: Why doesn’t NVIDIA provide a toll-free number for technical support?

A: In a sense we do. Almost all of our partners that create products based on NVIDIA technology provide toll free support. For NVIDIA branded products, we also provide a direct toll-free phone number for those customers as well.



Q: What will you do with the information you gather on these forums?

A: First and foremost, we’ll try our best to help resolve issues as quickly as we can. We will try to repro legitimate and well documented issues, file internal bugs when it makes sense, help set priority on known issues and create internal reports that track the hottest issues. We take customer feedback very seriously and implement your suggestions whenever it makes sense to do so. For example, providing regular web drivers for notebooks was driven by the NVIDIA Customer Care team based on customer requests.



NVIDIA is committed to providing the best technical support experience that we can. Having an official Forum Technical Advisor is one step. We are also making improvements to our technical support systems and will be rolling out new support technology in the near future. We are looking forward to working with you to make the ownership of an NVIDIA based product as painless as possible.

Best regards,

--Peter S

Director, NVIDIA Customer Care
Hello all,



It is my pleasure to introduce Manuel G to the NVIDIA forums. Manuel is a long-time member of the NVIDIA Customer Care team and we are looking forward to becoming much more involved on these forums to help resolve issues, gather information and use your data, questions, comments and suggestions to help improve future NVIDIA products and drivers. I thought I’d kick things off by writing a brief FAQ regarding what Manuel can and can’t do and how to best get support for your NVIDIA products.





Q: What is the best way to get official technical support for a product based on NVIDIA technology?



A: The best way is always to check with the product provider first. They are the only ones that can handle warranty and RMA related issues. If you bought a graphics card for example, contact the manufacturer of the card. If it came as part of a computer system (such as a Dell or HP), contact them first. If it’s an NVIDIA branded product, like 3D Vision, the NVIDIA support pages on www.nvidia.com are your best bet. Don’t forget the NVIDIA online knowledgebase as well, our research shows that over 98% of the people that visit our support website find the answer to their question there.







Q: What types of issues can we help with?



A: We’ll do our best to help with technical problems, driver questions and other technology related issues. Sometimes we’ll help right here within the thread, sometimes we may redirect you to the appropriate support group, or ask for more information either via PM or within the thread.







Q: What types of questions can’t we help with?



A: Manuel and I are part of the NVIDIA Customer Care team which is a part of NVIDIA Software Engineering. We are not a part of marketing or sales, so we can’t really answer questions about future products, business decisions, legal actions, conspiracy theories, naming conventions and so on. We can’t recommend one partner over another, or make specific product brand recommendations. We tend to be Windows-centric since that’s the bulk of our customer base although Manuel knows his way around a Mac pretty well too and of course he has a direct link to our Mac development and QA groups. We have other forums and support channels for Linux issues and OpenCL/CUDA developers.







Q: What about the existing forum mods and admins?



A: We have a great team of volunteers here and we couldn’t run these forums without them. Nothing changes, they are still here and happy to get involved as usual.







Q: Will you reply to every question and post?



A: We suspect that would be impossible due to volume. We’ll do our best and read everything we can, but Manuel will be picking and choosing where he feels he can offer the most value. We can't guarantee a reply to every question. Be patient as well, we hope to respond pretty quickly but can’t guarantee quick responses. Manuel will also be trying to repro issues, pinging internal groups, filing and tracking bugs, creating reports and many other things other than reading and writing forum posts.







Q: How can I best word a post to get an answer?



A: Ask a technical question, provide information about your system and the steps required to reproduce the issue. I am instructing Manuel to not waste a lot of time on threads that contain profanity or have dissolved into flame wars.







Q: Why doesn’t NVIDIA provide a toll-free number for technical support?



A: In a sense we do. Almost all of our partners that create products based on NVIDIA technology provide toll free support. For NVIDIA branded products, we also provide a direct toll-free phone number for those customers as well.







Q: What will you do with the information you gather on these forums?



A: First and foremost, we’ll try our best to help resolve issues as quickly as we can. We will try to repro legitimate and well documented issues, file internal bugs when it makes sense, help set priority on known issues and create internal reports that track the hottest issues. We take customer feedback very seriously and implement your suggestions whenever it makes sense to do so. For example, providing regular web drivers for notebooks was driven by the NVIDIA Customer Care team based on customer requests.







NVIDIA is committed to providing the best technical support experience that we can. Having an official Forum Technical Advisor is one step. We are also making improvements to our technical support systems and will be rolling out new support technology in the near future. We are looking forward to working with you to make the ownership of an NVIDIA based product as painless as possible.



Best regards,



--Peter S



Director, NVIDIA Customer Care

#1
Posted 10/13/2009 05:03 PM   
I suppose welcome is the correct word! :) Although I feel somewhat like i'm welcoming you into your own home!

Great to hear there is some official nVidia representation here, i'm sure it will only do good things. Does this mean I can go back to my gaming now?


J
I suppose welcome is the correct word! :) Although I feel somewhat like i'm welcoming you into your own home!



Great to hear there is some official nVidia representation here, i'm sure it will only do good things. Does this mean I can go back to my gaming now?





J

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#2
Posted 10/13/2009 09:06 PM   
My biggest hope is that such support would indeed come - without overly restrictive NDAs as apply to the Mods.

Most answers won't mean much if we're given "black box" explanations. But at the same time I realize there are patent concerns, etc., and don't expect complete openness, either.

Like conflicts with FSAA, for example. It would be nice to know how certain games - or engines like Unreal3 - treat nVidia hardware by throwing calls back to DX-9 and the like, and a general idea of workarounds, so we know what to look for or how to correct it. A specifically detailed answer in terms of proprietary algorithms isn't necessary, but to blow off any answer at all because of NDAs is no help at all...
My biggest hope is that such support would indeed come - without overly restrictive NDAs as apply to the Mods.



Most answers won't mean much if we're given "black box" explanations. But at the same time I realize there are patent concerns, etc., and don't expect complete openness, either.



Like conflicts with FSAA, for example. It would be nice to know how certain games - or engines like Unreal3 - treat nVidia hardware by throwing calls back to DX-9 and the like, and a general idea of workarounds, so we know what to look for or how to correct it. A specifically detailed answer in terms of proprietary algorithms isn't necessary, but to blow off any answer at all because of NDAs is no help at all...

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#3
Posted 10/13/2009 09:59 PM   
hate be be a negative nancy but i forsee a lot of new threads where people have an issue that any of the volunteers could solve, but the OP says "i want to speak directly to an nvidia representative" or along those lines, and disregards any advice or solutions proposed by any "non nvidia" folk. i have seen threads like that before, but they obviously went unanswered.

not that i dont think its a great idea that there will be some official help, its just the first thing i thought when i read this.
hate be be a negative nancy but i forsee a lot of new threads where people have an issue that any of the volunteers could solve, but the OP says "i want to speak directly to an nvidia representative" or along those lines, and disregards any advice or solutions proposed by any "non nvidia" folk. i have seen threads like that before, but they obviously went unanswered.



not that i dont think its a great idea that there will be some official help, its just the first thing i thought when i read this.

_ NVLDDMKM problems_ | _ problems getting a driver for a laptop graphics card_ | _What PSU do I need?_

[quote name='The Professor' date='11 August 2011 - 10:33 AM' timestamp='1313055223' post='1277858']

I think Qazax is a pretty cool guy. eh kills aleins and doesnt afraid of anything.

#4
Posted 10/13/2009 11:15 PM   
[quote name='Qazax' post='600512' date='Oct 13 2009, 07:15 PM']hate be be a negative nancy but i forsee a lot of new threads where people have an issue that any of the volunteers could solve, but the OP says "i want to speak directly to an nvidia representative" or along those lines, and disregards any advice or solutions proposed by any "non nvidia" folk. i have seen threads like that before, but they obviously went unanswered.

not that i dont think its a great idea that there will be some official help, its just the first thing i thought when i read this.[/quote]


+1

I also agree with those thoughts.



OP
We welcome whatever help you are able to offer but this may get interesting before its all said and done. I tend to spend more time on here and the SLI zone than I ought to for personal reasons. But you are going to find hostile people on here some with no other intention than to vent there frustrations.. When one of yall steps into a thread I will go the other way (no offence) because I sure dont want to be in the middle of a flame war without my asbestos undershorts.

But once again welcome and good luck.

PS: a piece of advice I know some of the Nvidia accounts on the forums get used by different users and are not always the same person...Dont try that with this as you will need to build up a reputation on here..I may be wrong but thats my take on things.
[quote name='Qazax' post='600512' date='Oct 13 2009, 07:15 PM']hate be be a negative nancy but i forsee a lot of new threads where people have an issue that any of the volunteers could solve, but the OP says "i want to speak directly to an nvidia representative" or along those lines, and disregards any advice or solutions proposed by any "non nvidia" folk. i have seen threads like that before, but they obviously went unanswered.



not that i dont think its a great idea that there will be some official help, its just the first thing i thought when i read this.





+1



I also agree with those thoughts.







OP

We welcome whatever help you are able to offer but this may get interesting before its all said and done. I tend to spend more time on here and the SLI zone than I ought to for personal reasons. But you are going to find hostile people on here some with no other intention than to vent there frustrations.. When one of yall steps into a thread I will go the other way (no offence) because I sure dont want to be in the middle of a flame war without my asbestos undershorts.



But once again welcome and good luck.



PS: a piece of advice I know some of the Nvidia accounts on the forums get used by different users and are not always the same person...Dont try that with this as you will need to build up a reputation on here..I may be wrong but thats my take on things.

In Memory Of Chris Arthington "One Cool Cat"

#5
Posted 10/13/2009 11:28 PM   
We encounter that without an "Official" presence here. Yes, some people are beyond the assistance that this forum can provide. Some people will ignore everything you say and refuse to acknowledge that troubleshooting is a [b]process[/b]. And very quickly those folks will be ignored, like they have been since I started posting here. /thumbup.gif' class='bbc_emoticon' alt=':thumbup:' />

Personally, I'm very excited to see NVIDIA come out with an official presence here. It's simply adding another layer of customer support to improve the experience for everyone.


Amorphous

[quote name='Qazax' post='600512' date='Oct 13 2009, 04:15 PM']hate be be a negative nancy but i forsee a lot of new threads where people have an issue that any of the volunteers could solve, but the OP says "i want to speak directly to an nvidia representative" or along those lines, and disregards any advice or solutions proposed by any "non nvidia" folk. i have seen threads like that before, but they obviously went unanswered.

not that i dont think its a great idea that there will be some official help, its just the first thing i thought when i read this.[/quote]
We encounter that without an "Official" presence here. Yes, some people are beyond the assistance that this forum can provide. Some people will ignore everything you say and refuse to acknowledge that troubleshooting is a process. And very quickly those folks will be ignored, like they have been since I started posting here. /thumbup.gif' class='bbc_emoticon' alt=':thumbup:' />



Personally, I'm very excited to see NVIDIA come out with an official presence here. It's simply adding another layer of customer support to improve the experience for everyone.





Amorphous



[quote name='Qazax' post='600512' date='Oct 13 2009, 04:15 PM']hate be be a negative nancy but i forsee a lot of new threads where people have an issue that any of the volunteers could solve, but the OP says "i want to speak directly to an nvidia representative" or along those lines, and disregards any advice or solutions proposed by any "non nvidia" folk. i have seen threads like that before, but they obviously went unanswered.



not that i dont think its a great idea that there will be some official help, its just the first thing i thought when i read this.

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the evaluation of NVIDIA products. However, the opinions expressed are solely those of the members.

#6
Posted 10/13/2009 11:52 PM   
troubleshootting is a process....hmmm...more like a journey through hell sometimes ;)
troubleshootting is a process....hmmm...more like a journey through hell sometimes ;)

#7
Posted 10/14/2009 12:07 AM   
I want to make something clear so its not misunderstood. Nvidia is volunteering to help on the forums with driver related feedback and hardware troubleshooting. They do are doing this as a service to users. Treat them with respect. I don't want to see people attacking this guy for no reason.

For any amount of technical support you may find issues that get elevated take more time to process. Please allow them time to do it.
I want to make something clear so its not misunderstood. Nvidia is volunteering to help on the forums with driver related feedback and hardware troubleshooting. They do are doing this as a service to users. Treat them with respect. I don't want to see people attacking this guy for no reason.



For any amount of technical support you may find issues that get elevated take more time to process. Please allow them time to do it.

#8
Posted 10/14/2009 12:24 AM   
[quote name='ChrisRay' post='600539' date='Oct 13 2009, 08:24 PM']I want to make something clear so its not misunderstood. Nvidia is volunteering to help on the forums with driver related feedback and hardware troubleshooting. They do are doing this as a service to users. Treat them with respect. I don't want to see people attacking this guy for no reason.

For any amount of technical support you may find issues that get elevated take more time to process. Please allow them time to do it.[/quote]


Hey no worries here....I will have there back if they need it. I just know there are some pissed people out there I am one of the people they have turned on with there frustrations as are other people that have already posted on this thread.We just try to shrug it off and move along to someone who is more receptive to advice and wants help..I will observe the threads they reply to but wont interject very often so as not to confuse the situation with to many people trying to offer advice.

Anything I say on here i say to try and aid someone not start something.
[quote name='ChrisRay' post='600539' date='Oct 13 2009, 08:24 PM']I want to make something clear so its not misunderstood. Nvidia is volunteering to help on the forums with driver related feedback and hardware troubleshooting. They do are doing this as a service to users. Treat them with respect. I don't want to see people attacking this guy for no reason.



For any amount of technical support you may find issues that get elevated take more time to process. Please allow them time to do it.





Hey no worries here....I will have there back if they need it. I just know there are some pissed people out there I am one of the people they have turned on with there frustrations as are other people that have already posted on this thread.We just try to shrug it off and move along to someone who is more receptive to advice and wants help..I will observe the threads they reply to but wont interject very often so as not to confuse the situation with to many people trying to offer advice.



Anything I say on here i say to try and aid someone not start something.

In Memory Of Chris Arthington "One Cool Cat"

#9
Posted 10/14/2009 01:36 AM   
Thanks for all the feedback and support guys.

I appreciate the warnings, but we are not entering this blindly. We've been providing technical support for a long time to the tune of many hundreds of thousands of cases per year. We definitely realize that some people will vent their frustrations. I could tell you stories..... :blink: Maybe I'll write a post someday with some of the funnier tech support contacts we've had, like the guy that wanted to file a bug because our latest driver was channeling unwelcome thoughts into his head through his monitor, or the days we spent troubleshooting a flaky mobo only to later discover he found the PC floating by after Katrina, or the lady in Africa that couldn't get the driver to load, only to discover that it was a counterfeit graphics card with an S3 GPU on it. I got a million of 'em.

All I can promise is that we'll do our best to help solve issues, and act as your voice back into engineering.

Cheers,
--Peter
Thanks for all the feedback and support guys.



I appreciate the warnings, but we are not entering this blindly. We've been providing technical support for a long time to the tune of many hundreds of thousands of cases per year. We definitely realize that some people will vent their frustrations. I could tell you stories..... :blink: Maybe I'll write a post someday with some of the funnier tech support contacts we've had, like the guy that wanted to file a bug because our latest driver was channeling unwelcome thoughts into his head through his monitor, or the days we spent troubleshooting a flaky mobo only to later discover he found the PC floating by after Katrina, or the lady in Africa that couldn't get the driver to load, only to discover that it was a counterfeit graphics card with an S3 GPU on it. I got a million of 'em.



All I can promise is that we'll do our best to help solve issues, and act as your voice back into engineering.



Cheers,

--Peter

#10
Posted 10/14/2009 03:43 PM   
[quote name='Peter S' post='600859' date='Oct 14 2009, 10:43 AM']Thanks for all the feedback and support guys.

I appreciate the warnings, but we are not entering this blindly. We've been providing technical support for a long time to the tune of many hundreds of thousands of cases per year. We definitely realize that some people will vent their frustrations. I could tell you stories..... :blink: Maybe I'll write a post someday with some of the funnier tech support contacts we've had, like the guy that wanted to file a bug because our latest driver was channeling unwelcome thoughts into his head through his monitor, or the days we spent troubleshooting a flaky mobo only to later discover he found the PC floating by after Katrina, or the lady in Africa that couldn't get the driver to load, only to discover that it was a counterfeit graphics card with an S3 GPU on it. I got a million of 'em.

All I can promise is that we'll do our best to help solve issues, and act as your voice back into engineering.

Cheers,
--Peter[/quote]


Ha ha that is funny. I personally have had Manuel G. respond to one of my recent support threads. He is patient, courteous, and very knowledgeable.

He will make a great team member. So we don't get the wrong idea here. I would not write it if it was not the truth.

Welcome to your forums. Things are changing...
[quote name='Peter S' post='600859' date='Oct 14 2009, 10:43 AM']Thanks for all the feedback and support guys.



I appreciate the warnings, but we are not entering this blindly. We've been providing technical support for a long time to the tune of many hundreds of thousands of cases per year. We definitely realize that some people will vent their frustrations. I could tell you stories..... :blink: Maybe I'll write a post someday with some of the funnier tech support contacts we've had, like the guy that wanted to file a bug because our latest driver was channeling unwelcome thoughts into his head through his monitor, or the days we spent troubleshooting a flaky mobo only to later discover he found the PC floating by after Katrina, or the lady in Africa that couldn't get the driver to load, only to discover that it was a counterfeit graphics card with an S3 GPU on it. I got a million of 'em.



All I can promise is that we'll do our best to help solve issues, and act as your voice back into engineering.



Cheers,

--Peter





Ha ha that is funny. I personally have had Manuel G. respond to one of my recent support threads. He is patient, courteous, and very knowledgeable.



He will make a great team member. So we don't get the wrong idea here. I would not write it if it was not the truth.



Welcome to your forums. Things are changing...

Would you like SLI Support for your game?

nvidia.com_sli_request_form

Nvidia_SLI_Profile_Update#7_2011.03.01

#11
Posted 10/14/2009 04:02 PM   
It is good to finally see representatives acting officially on behalf of NVIDIA joining this forum. It is definitely a step forward bridging the gap between the manufacturer and end-users like us.
It is good to finally see representatives acting officially on behalf of NVIDIA joining this forum. It is definitely a step forward bridging the gap between the manufacturer and end-users like us.

#12
Posted 10/19/2009 10:37 PM   
Its probably due to the case that lucid will just screw things up on what NVIDIA probably is planning to due, Lucid chips are for using gpu's in combination to provide the most scalable rendering for a game, something NVIDIA is getting better at themselves.
I would think with the push for CUDA apps and such things like PhysX during game play things might not work correctly with drivers and the whole dawn of GPGPU and a Lucid chip. Just a thought on the matter.

, JieMan
Its probably due to the case that lucid will just screw things up on what NVIDIA probably is planning to due, Lucid chips are for using gpu's in combination to provide the most scalable rendering for a game, something NVIDIA is getting better at themselves.

I would think with the push for CUDA apps and such things like PhysX during game play things might not work correctly with drivers and the whole dawn of GPGPU and a Lucid chip. Just a thought on the matter.



, JieMan

Image

#13
Posted 11/06/2009 04:16 AM   
Welcome.

Glad to see you all here..
Welcome.



Glad to see you all here..

Image Image Image Image Image Image Image Image Image

#14
Posted 11/06/2009 04:51 AM   
This is some good news, and it's making me hungry!
This is some good news, and it's making me hungry!

#15
Posted 01/11/2011 10:38 AM   
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