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DVGray
Posts: 7
Registered: ‎11-10-2011
Message 1 of 15 (701 Views)
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Autodeck and it lack of customer support - Getting the Netflix Treatment.

701 Views, 14 Replies
11-18-2011 12:38 PM

Is anyone having the problem with the utter lack of customer support from Autodesk? I purchased AutoCAD LT 2012 from Autodesk and I loved the program but I am getting to really hate Autodesk. I have tried to contact them about an update problem my program has had since its first update. I was notified by Autodesk that I should use the "Discussion Groups" to find a solution for my problem. (They did not care to help.) I have not been able to find a solution in the Discussion Group as of yet, but Autodesk has sent me two surveys and one long phone call on how they can improve their image while still not providing service to their customers.



Has anyone had the desire to talk to a human being instead of Blog fishing for solutions?

 

I am coming to the conclusion that Autodesk has hired the same consulting company as Netflix when they decided it would be in everybody’s best interest to jack up rates 60% and cut the services provided by 50%.

 

I am getting to the point that I never care to use another Autodesk product again. If you feel the same way please join this discussion group to see if Autodesk will change its flawed and selfish ways

 

 

 

*Expert Elite*
Charles_Shade
Posts: 8,196
Registered: ‎04-10-2005
Message 2 of 15 (694 Views)

Re: Autodeck and it lack of customer support - Getting the Netflix Treatment.

11-18-2011 02:37 PM in reply to: DVGray

I have been using the Forums for nearly seven years and have always found my answer here.

 

And I also meant to say that any other Forum (Microsoft as an example) I have found to be hit and miss and rarely helpful. This is a vibrant and avtive online community. You could also try the AUGI Forums if you are so inclined.

Try getting MS to reset the installs over the phone when you have had to reinstall an Office product several times due to a virus chewing up a computer. Yea Right!

 

Regards, Charles Shade            Win8 FAQ
CSHADEDESIGN|AUTOCAD LT|LT-KB|DYNAMIC BLOCKS

 
Please mark Accept as Solution if your question is answered. Kudos gladly accepted.
*Expert Elite*
pendean
Posts: 21,786
Registered: ‎11-06-2003
Message 3 of 15 (673 Views)

Re: Autodeck and it lack of customer support - Getting the Netflix Treatment.

11-21-2011 05:50 AM in reply to: DVGray

This is peer support: if you spent more than two seconds exploring you find out that this place is very active and very resposive.

 

You seem to have missed an important "support" instruction: for DIRECT AUTODESK SUPPORT you must purchase a support contract with them. Yep, just like Adobe Photoshop and other programs, Microsoft Office and their other programs or network software, and so on from all professional grade software vendors. It's called SUBSCRIPTION, you can find out more at http://www.autodesk.com/subscription

 

You did not know, hence the understandable rant. Now you do know. In case you've missed it in your daily life, the world is very much a pay-to-play universe now, even for "free" software and services. Always read the fine print.

 

For free Installation Support, that is often responded by Autodesk support for free, try the correct forum at:

http://forums.autodesk.com/t5/Installation-Licensing/bd-p/24

There are also some additional support options, all found on their website...

 

Up & Ready Installation and Startup Help (free for new installs):
http://usa.autodesk.com/adsk/servlet/index?siteID=123112&id=2786107&linkID=9240817

Safety Net / Per Incident Autodesk support (not free):
http://usa.autodesk.com/adsk/servlet/index?siteID=123112&id=15892664&linkID=9240817

Customer Error Reporting:
http://usa.autodesk.com/adsk/servlet/index?siteID=123112&id=7047344&linkID=9240817

Different options that are available for self-help
technical support from Autodesk Product Support
E-Services:
http://www.youtube.com/watch?v=Ylj0o-R_Zn0

 

 

Dean Saadallah Blog | Facebook | Google+ | Twitter | PINS
Active Member
DVGray
Posts: 7
Registered: ‎11-10-2011
Message 4 of 15 (660 Views)

Re: Autodeck and it lack of customer support - Getting the Netflix Treatment.

11-21-2011 08:11 PM in reply to: pendean

Hello Dean,

 

Well I guess Autodesk has missed the boat on this one because all other programs I have used have given some type of basic support for their products. The issue I am experiencing in not from 3rd party software or any funny business from the computer. The update simply created a new folder that new updated cannot find. I have dealt with Microsoft a great deal with issues that have come up and they have provided fantastic customer support at no additional cost. I guess if I had bought my software from Best Buy I could have gotten some customer assistance because of a software flaw, but I decided I would get the best support if I made my purchase directly from the Autodesk. Well thank you for proving me wrong.

 

 From the very instant this program started having the problem, which was pretty much right off the bat, I have gotten the lack luster performance from Autodesk staff and as you have so eloquently shown in your response. I will keep that in mind for all future purchases and I will make sure I let every professional that I am affiliated with know about the terrible and selfish response I have received from Autodesk and recommend they find a different software or manufacturer. I guess this explains why I did not see a customer rating system or comment area for the product on your site. The truth would be such an inconvenience towards your sales goals.

 

By the way I am not computer programmer and even an accomplished tech. I just make a living drawing buildings and solving other peoples problems on a daily basis. I guess I must have been foolish to think that a company would care about customers and lend any meaningful assistance.

 

I guess next time I want to be left out to dry I should just purchase the Chinese version and save the money for technical support fees.

Distinguished Contributor
JamesPowell7164
Posts: 114
Registered: ‎10-25-2005
Message 5 of 15 (650 Views)

Re: Autodeck and it lack of customer support - Getting the Netflix Treatment.

11-22-2011 04:05 AM in reply to: DVGray

DVGray

 

Dean and the other guys here are extremely helpful. They have gotten me out of a stack of holes when I needed advice so, if you can, try to stay on the right side of them. If you ask for their help they will, very often, have come across it before or have a rough idea of how to solve it.

 

AutoDesk are a commercial body and they do make money from the subscription that they offer programme users.

 

Try explaining your problem here and I am confident that someone somewhere will be able to assist you.

 

My experience of these guys here is very positive!

Mentor
Johneng
Posts: 231
Registered: ‎02-04-2009
Message 6 of 15 (645 Views)

Re: Autodeck and it lack of customer support - Getting the Netflix Treatment.

11-22-2011 04:57 AM in reply to: JamesPowell7164

JamesPowell7164 wrote:

DVGray

 

Try explaining your problem here and I am confident that someone somewhere will be able to assist you.

 

 

James, DVGray's problem is an AutoCad 12 LT product update error his orgianl tread can be found at the following link. 

 

 http://forums.autodesk.com/t5/AutoCAD-LT/AutoCad-12-LT-Product-Update-Error/m-p/3225102

 

 

*Expert Elite*
pendean
Posts: 21,786
Registered: ‎11-06-2003
Message 7 of 15 (640 Views)

Re: Autodeck and it lack of customer support - Getting the Netflix Treatment.

11-22-2011 05:37 AM in reply to: DVGray

>>>... The update simply created a new folder that new updated cannot find...<<<

Per your previous post, turn off Exchange's auto-notification as Charlie noted. You don't apply patches unless you think you need them to solve a problem (you need to do the same with Windows automatic patches and updates and notifications).

 

PS I am not a staffer, I am an AutoCAD end user like yourself that also "...make a living drawing buildings and solving other peoples problems on a daily basis...". So does Charlie: SURPRISE! we are all working stiffs just like you :smileyhappy:

Dean Saadallah Blog | Facebook | Google+ | Twitter | PINS
Active Member
DVGray
Posts: 7
Registered: ‎11-10-2011
Message 8 of 15 (626 Views)

Re: Autodesk and it lack of customer support - Getting the Netflix Treatment.

11-22-2011 07:57 PM in reply to: pendean

My apologize Dean. I can get a little hot under the collar at times.

 

So unless I am having a problem ignore the machine notices.  I can understand that much.

 

Dave

*Expert Elite*
Charles_Shade
Posts: 8,196
Registered: ‎04-10-2005
Message 9 of 15 (614 Views)

Re: Autodesk and it lack of customer support - Getting the Netflix Treatment.

11-23-2011 04:45 AM in reply to: DVGray

I got  there too when I was having Serial Number problems with Autodesk. There were several heated email exchanges getting thier records straight. The copy of LT 2011 I recieved said 1 Seat on the cover but Autodesk insisted that it was a 10 Seat disk and would not let me install. Offered to sell the other 9 Upgrade Seat here at a substantial discount. That would have learned them I thought.

 

Finally sent a few pictures of the box and all the previous Serial Numbers I had for the last;I think, 8 versions of LT I've bought. Autodesk eventually got thier database staight. (I hope.)

 

We do feel your pain.

Regards, Charles Shade            Win8 FAQ
CSHADEDESIGN|AUTOCAD LT|LT-KB|DYNAMIC BLOCKS

 
Please mark Accept as Solution if your question is answered. Kudos gladly accepted.
*Expert Elite*
hwalker
Posts: 1,090
Registered: ‎07-14-2004
Message 10 of 15 (608 Views)

Re: Autodeck and it lack of customer support - Getting the Netflix Treatment.

11-23-2011 05:17 AM in reply to: pendean

pendean wrote:

>>>... The update simply created a new folder that new updated cannot find...<<<

Per your previous post, turn off Exchange's auto-notification as Charlie noted. You don't apply patches unless you think you need them to solve a problem (you need to do the same with Windows automatic patches and updates and notifications).

 

PS I am not a staffer, I am an AutoCAD end user like yourself that also "...make a living drawing buildings and solving other peoples problems on a daily basis...". So does Charlie: SURPRISE! we are all working stiffs just like you :smileyhappy:


I disn't realise you were a zombie Dean. I shall have to get a shotgun now, just to be on the safe side :smileytongue:

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