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jingy
Posts: 220
Registered: ‎10-14-2007
Message 11 of 18 (248 Views)

Re: Reporting poor service from Autodesk Support

11-14-2013 12:46 AM in reply to: exSWX

I have seen you have escalated the CER twice today, It is connect with a defect. Developer are working with it. So please wait or we might provide a workaround before the hotfix or sp release.



Yong Jing
Product Support Specialist
Frontline Technical Support, CSS. GCSO
Valued Contributor
exSWX
Posts: 72
Registered: ‎05-30-2011
Message 12 of 18 (215 Views)

Re: Reporting poor service from Autodesk Support

11-14-2013 08:34 PM in reply to: jingy

I understand you must get hundreds of CER's daily, but when you send me an e-mail and I reply to it, it would be common courtesy to reply back rather than ignore my requests for assistance especially when I am replying to you original request for more information.

 

If Autodesk were a car dealership, they would go out of business!

Autodesk Inventor 2013-64Bit Edition
Intel Xeon W3520 @ 2.67GHz
Win 7 Pro
6.7 System Rating
NVIDIA Quadro FX 1800
Valued Contributor
exSWX
Posts: 72
Registered: ‎05-30-2011
Message 13 of 18 (172 Views)

Re: Reporting poor service from Autodesk Support

11-19-2013 01:17 PM in reply to: exSWX

So,  I have another crash and send off a report. I get a reply asking for the dataset. I reply to the e-mail advising that the PnG is 120Mb in size and ask for the FTP site. That was 22 hours ago and still no reply.

This post is becoming a rant. I need to move on with my work.

:manfrustrated:

Autodesk Inventor 2013-64Bit Edition
Intel Xeon W3520 @ 2.67GHz
Win 7 Pro
6.7 System Rating
NVIDIA Quadro FX 1800
*Expert Elite*
blair
Posts: 3,947
Registered: ‎11-13-2006
Message 14 of 18 (164 Views)

Re: Reporting poor service from Autodesk Support

11-19-2013 01:44 PM in reply to: exSWX
If you want a response, open a support request, since you are on subscription, you have this available to you. The CER is primarily a data collection venue for Autodesk to see where problems are. The CER is not intended to be a method of obtaining support. It's a highly automated data collection only which allows ADSK to look where to allocate resources for the reported issues.
Did you find this reply helpful ? If so please use the Accept as Solution or Kudos button below.

IV2015 up1 PDSU / Sim Mech 2015 /
Win7-64
EVGA X79 - Classified, iCore7 3930k 32Gb Quad-Channel
950Gb (2 x 500Gb Sata III SSD RAID0 Adaptec 6805E Controller)
Nvidia GTX-690 Classified - 335.23
SpacePilot Pro 3.17.7, 6.17., 4.11
Valued Contributor
exSWX
Posts: 72
Registered: ‎05-30-2011
Message 15 of 18 (156 Views)

Re: Reporting poor service from Autodesk Support

11-19-2013 01:54 PM in reply to: blair

My gripe is this text in the response "If your dataset is larger than 20MB, I can give you access to an ftp site to upload the data to."

 

I've responded asking for the FTP info and received nothing in reply.

 

As I've said, I've moved on.

 

 

Autodesk Inventor 2013-64Bit Edition
Intel Xeon W3520 @ 2.67GHz
Win 7 Pro
6.7 System Rating
NVIDIA Quadro FX 1800
Product Support
jingy
Posts: 220
Registered: ‎10-14-2007
Message 16 of 18 (141 Views)

Re: Reporting poor service from Autodesk Support

11-19-2013 04:55 PM in reply to: exSWX
As you know, the forum support is not mantitery to Autodesk Support. Forum is the platform that everyone help everyone.
If you need fast support. please go to open an case at subscription center.


Yong Jing
Product Support Specialist
Frontline Technical Support, CSS. GCSO
Valued Contributor
exSWX
Posts: 72
Registered: ‎05-30-2011
Message 17 of 18 (137 Views)

Re: Reporting poor service from Autodesk Support

11-19-2013 05:35 PM in reply to: jingy

Please read the reply above above SLOWLY and understand that my problem is with Autodesk NOT RESPONDING to requests for the FTP site to upload the files they asked for!

Autodesk Inventor 2013-64Bit Edition
Intel Xeon W3520 @ 2.67GHz
Win 7 Pro
6.7 System Rating
NVIDIA Quadro FX 1800
Product Support
jingy
Posts: 220
Registered: ‎10-14-2007
Message 18 of 18 (120 Views)

Re: Reporting poor service from Autodesk Support

11-19-2013 09:42 PM in reply to: exSWX
I have contacted with the CER operater, She has received your data and more infomation she need. She will contact with you soon.


Yong Jing
Product Support Specialist
Frontline Technical Support, CSS. GCSO

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