getting support for matlab installation not via phone for student license

I'm in Israel and would like to get support via e-mail.

I opened a service request and got the following e-mail:

 The following customer has requested technical support or service via The MathWorks Web site.
        We are forwarding this request to the appropriate distributor for assistance. Please reply directly to the customer.

After not getting a response I phoned the distributer in Israel and was told they won't support student licenses.

Answer 1

[Image Analyst]

They don't give general support for debugging your programs but they do for installation . All installation, on all versions of MATLAB. I heard this directly from the mouths of several Mathworks employees. They said they couldn't possibly get you as a customer, and possibly pay for upgraded products, if you can't even install or launch the one you have. They will help with installation even for demo/trial versions, and student versions, and home versions. I'm pretty certain your distributor is wrong so call the Mathworks directly in Natick, MA, USA and ask them. They will help you.

[guy]

thanks,

but I'm in Israel and would like to refrain from international calls.

[Image Analyst]

Calling internationally is easy these days - I'm not sure why you're against it when it will solve your problem. See if they have official Mathworks support from the Mathworks (not just some distributor) in your country. See the Contract Us page on their web site. As a last resort, you can do it by email but this will take hours or days of back and forth messages.

Answer 2

[Sean de Wolski]

Hi, This is the response from out TS people.

All install support worldwide for student version is intended to come from Natick.  The most direct way for students to request this support is through the website.  If you submit a request for support on the web, it will go to the Natick Install team regardless of the user’s country.

[guy]

Thanks,

Only thing is, I did exactly that (open a service request on the web and stating STUDENT as the license number) and you can see the response I got in the original post I made. I think there is an arbitration problem for calls you need to sort out.

[Sean de Wolski]

Did you select technical support, which would rout to distributor, or installation support, which would rout to Natick?

Try again!

[Image Analyst]

He selected technical support because the message he got says "The following customer has requested technical support or service via The MathWorks Web site."

[guy]

thank you,

my problem was the issue with OS X yosemite and matlab not working well together, not necessarily an installation issue (since it installed correctly on the previous version), I couldn't understand why after receiving the update issued by apple matlab still didn't open. apparently one has to move the matlab folder around to make it work again in some of the cases.

so my copy is working good now, but just for future reference, if i encounter an issue preventing me from working with matlab or causing matlab to crash, I should opt for 'installation issues' to get help?

[Sean de Wolski]

Installation support is for "MATLAB not getting to the desktop". If the desktop comes up, it's tech support.

Tech Support will usually help for hard crashes caused by the product.