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

[DVGray]

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

[Charles_Shade]

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!

[pendean]

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

[DVGray]

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.

[JamesPowell7164]

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!

[Johneng]

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@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

[pendean · Accepted solution]

>>>... 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 🙂

[DVGray · Accepted solution]

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

[Charles_Shade]

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.

[hwalker]

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@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 🙂

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

[pendean]

🙂

[skipperalfie]

I think you are right on about the comment of lack of customer support. I have been trying to find out how to post a question of this forum with NO luck. I have sent several e-mails and all I get back is the standard form that does not answer the question. I really have no idea what to try next. I think I am going to look into just getting a free CAD program off the internet. You don't get support there either, but at least you don't pay for the lack of it!

[Charles_Shade]

Right at the very top of the page.

[pendean]

In case you've been out of the dealings with technical support with Autodesk, for quite some time now (we are talking years now), to talk to Autodesk support direct you must purchase a support contract (aka Subscription):

http://usa.autodesk.com/adsk/servlet/index?siteID=123112&id=2915212&linkID=9240817

Before that plan was provided to end users, Autodesk expected you to pay a local/regional Autodesk Authrized Reseller for technical support.

Installation Help from Autodesk has been free at this link for all here:
http://forums.autodesk.com/t5/Installation-Licensing/bd-p/24

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

Safety Net / Per Incident Autodesk support (not free) has also been around for many years:
http://usa.autodesk.com/adsk/servlet/index?siteID=123112&id=15892664&linkID=9240817
 
Customer Error Reporting (also around for years):
http://usa.autodesk.com/adsk/servlet/index?siteID=123112&id=7047344&linkID=9240817

Explaining the 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

Newest help option: Autodesk support is now on Twitter 24/5 (@autodeskcare) and is free, all you need is a twitter account: http://autode.sk/sbGrpx

Knowledge is power.

[Discussion_Admin]

Sorry for your difficulties posting here are a few links to help out in the future.

Some tutorials on the forum usage can be found here in the FAQ & How To: Using Autodesk Discussion Groups

Any comments or question on the forums can be posted in the Autodesk Discussion Groups Feedback forum

Hope these help out
Discussion_Admin