How To Get In Contact with ST support?

[FF1]

Posted on February 19, 2018 at 17:42

Hi all,

I've tried several time to get in contact with the ST Online Support (

http://www.st.com/content/st_com/en/support/online-support.html

  and then the Submit Request button)  but every time I've experienced an error into an unknow 'Serena Business Manager Log In ' it give me all time Invalid User ID or Password (note I've did the login to the ST support page with success).

I've no idea how to get in contact with the support team then I'm writting here, sorry if this may be not the right place to do that.

just to know if others have same trouble or not.

Thanks in advance.

Best Regards

Fabio

[Tesla DeLorean]

Posted on February 19, 2018 at 19:10

The online support has been problematic in the past. Try different browsers, and watch for ad-blockers, etc.

Perhaps phone Italian sales offices?

http://www.st.com/content/st_com/en/contact-us.html

Or local distributors or reps? FAE contacts from seminars?

Kling.Brian

‌

Cariati.Francesco

‌

[Francesco CARIATI]

Posted on February 20, 2018 at 07:35

Hi

Filippa.Fabio

‌

this is Francesco from the Online Marketing team at ST.

Have you logged in on my.st.com before going to the Online support?

Once you are logged in, it should automatically recognize you.

If not, please post here a screenshot of the error and I'll put you in touch with the appropriate colleague.

Thanks in advance for your cooperation and I'm sorry for the issue you are experiencing.

[FF1]

Posted on February 20, 2018 at 09:58

Hi Francesco,

thank for your prompt reply.

Yes I've did the login before going to the OnLine support, my browser is Mozilla Firefox, on two different PC same trouble with the login platform. I've did also some phone calls to the Milan headquarter (CORNAREDO -

+39 02 935 190 00

) into the office time without luck, the phone ring but no answer.

About the login error I've put in attachment the login screenshoot, hope it help.

Thanks for your support.

Best regards

Fabio

________________ Attachments : STEP_1-2.jpg : https://st--c.eu10.content.force.com/sfc/dist/version/download/?oid=00Db0000000YtG6&ids=0680X000006Hxps&d=%2Fa%2F0X0000000b2k%2FC1OFw.YF.jD69gfNTiED.1PQncu1HBrYJX5DTthQQ6c&asPdf=falseSTEP_3.jpg : https://st--c.eu10.content.force.com/sfc/dist/version/download/?oid=00Db0000000YtG6&ids=0680X000006HxxH&d=%2Fa%2F0X0000000b2j%2F0__M8gmrms_PMV.cJlEYsc6OWTNfXB88234GiZBors4&asPdf=false

[FF1]

Posted on February 20, 2018 at 10:31

Thank you Francesco,

I'll wait for some answer from your colleagues, the question is also on this forum:

https://community.st.com/0D50X00009XkWqoSAF

if in a couple of days I'll not see an answer I'll try to contact the headquarter (do you have some mail or reference about MEMS sensor support specialist?), as my personal opinion I think that support by mail instead phone is better because is possible to describe in a more accurate way the question and also there is no problem due to the different time zone, but is just a my opinion of course .

Thanks again for your support!

Best regards

Fabio

[Francesco CARIATI]

Posted on February 20, 2018 at 10:16

Regarding the technical issue, I've informed my colleagues, we'll hear news shortly.

Regarding the headquarters, ST has its headquarters in Geneva, Switzerland.

In Italy ST has various sites (Agrate and Catania being the two biggest ones, followed by Castelletto and then various other ones) but customers usually call the site directly if they already have a reference person.

If you are seeking urgent support, I suggest you to call the global hotline in the US, which is the support center for all products. Here are the details:

OLS ST Support Center

Business Hours 7:00 AM - 7:00 PM USA CT

• 1 (844) STMICRO for toll-free calls inside USA • 1 (512) 434-1253 for calls outside USA

[Francesco CARIATI]

Posted on February 20, 2018 at 11:17

Hi Fabio,

contacting the headquarters in Geneva for product support would not be useful. The right way is to raise a ticket (as you correctly tried to do but the system is having issues with your account, my colleagues are working on that and will be back to you soon)

or

raising the same ticket but via phone at the numbers I've provided you above.

Another channel is contacting one of our Field Application Engineers (FAEs) through our sales. Those are our product specialists in each division. Are you already in contact with sales?

[FF1]

Posted on February 20, 2018 at 13:47

Hi Francesco,

I've contacted our local FAE near us, got some answers now.

Anyway I hope the online support will be fixed soon.

Thanks

Best regards

[Francesco CARIATI]

Posted on February 21, 2018 at 05:15

Regarding the OLS issue, my colleagues asked if you could please try clearing all your cache and cookies in the browser and try again. It seems it's a session/cookie issue. Please let me know if this worked for you.

Regarding your technical question, thanks for having contacted one of our FAEs, I'm sure you'll receive the support you need 

[FF1]

Posted on February 21, 2018 at 10:21

Hi Francesco,

I've did all the tests by clearing cache, cookie and refresh page (CTRL+F5) but the error is still present.

Actually I'm taking with our FAE for support, don't know why the OnLine is not working for me, I'll try from another PC at my home, may be our server will block somethings but is strange.

Anyway thak for your help!

Best regards

Fabio