Complaint from an extremely annoyed Autodesk customer

[Anonymous]

Dear Sir

I hope you will froward this mail to the right department/ person. I'm writing to this address as you appear to have no formal means of taking complaints directly, this I find totally unacceptable. For a company like Autodesk not to make it easy and straight forward for it's customers to contact it with regard to problems is scandalous. Any way down to my main point. I am Zahid Iqbal Engineering & Quality manager for Imperial Machine Company Ltd. We are the UK's oldest ( 1906) and largest independent Bar and Kitchen equipment manufacturer in the UK.
We have been using Autodesk products for around 5 years now. First LT then Mechanical Desktop and now inventor of which we have 6 stand alone licences. These have all been purchased via your approved dealer Radan. Inventor is an good product that has proven to be a very productive 3D system.

However the support has not matched the software. We have been dogged with problems relating to the Cdill licensing. Every upgrade becomes a major rebuild of the machine or a reregistering which is never easy. We are currently up grading our PC's and once again have run into licensing problem when imaging the old drive to copy over the software. The licence management utility show the licence as available and active but when you run inventor it gives error 0070 and asks you to re-register. I have now been waiting for 3 days for an answer as to how to reregister the software. The Support from your approved dealer Radan is pathetic as they have no idea what to do or how. All we ever get is that the problem has been logged with Autodesk. I would expect a approved dealer to have sufficient knowledge to support the product properly. This has been an on going problem ever since we first bought Inventor.
I am now so frustrated by the lack of support that I am seriously considering changing our 3D software to another system. I know this will be costly and time consuming but if it stops this repeat problem then it may be worth doing. I would prefer to have this problem is resolved, but that is up to you. I have asked my dealer for a contact at Autodesk for this e-mail but was told there was none. So I'm giving you one last chance to try and keep me as a customer and help solve this problem. Lets hope this gets to the right person at Autodesk in time.

Zahid Iqbal
Engineering & Quality Manager
IMC

[Anonymous]

Zahid -

I see only one other post from you on the discussion groups and
that was just yesterday.

Let's try to get you some help here. I'm moving your message from
the Inventor Files group (which is for files posting) to the
Inventor 6 group. Please reply to this note with exactly what
problems you are having. This is a peer to peer support area and
hopefully someone will recognize your problems and be able to
help you. I did notice in your other post (Upgrading hardware in
Inventor 6 yesterday) that you did not list what your hardware
specs and graphic cards specs are. Specific information will help
others help you.

Autodesk does have a place to report your roblems though your
first resource should be your reseller.
http://www.autodesk.com/submitbug This is your starting point for
sending a message to Autodesk. Use this form for general comments
and questions, bug reports, wish-list items, piracy reports, and
so on. Choose the appropriate category from one of the drop-down
lists below and click Go.


###Bug Submission
If you think you may have found a new bug:
1. Go to the Autodesk website: http://www.autodesk.com
2. Click on "Contact Us".
3. Click on "Feedback" in the left hand menu.
4. Click on "Products" in the left hand menu.
5. Click on Submit a bug report
5. Now you show see the "Bug Report Submission" web page.
6. Read the instructions, fill out the form, and press the
"Submit Bug
Report" button

Or directly go to the Bug Report Submission" web page:
http://usa.autodesk.com/adsk/item/0,,1073063-123112,00.html

--
Anne Brown
Manager, Moderator
Autodesk Product Support Discussion Groups
Discussion Q&A: http://www.autodesk.com/discussion
zahid wrote:
>
> Dear Sir
>
> I hope you will froward this mail to the right department/
> person. (snip)

[Anonymous]

>For a company like Autodesk not to make it easy and straight forward
for it's customers to contact it with regard to problems is scandalous.

Have you looked at the last 5 or 10 pages in the
manual delivered with your product?

[Anonymous]

Not sure what your refering to here but never mind. The point is Autodesk have responded. Within 1hour of the posting I got a call from Autodesk ( Simon Gillis )and unlike the dealer, he was able to help fix the problem. I now have a way forward. It is pleasing to know that once you get to talk to the right person thing get done. This would not be needed if the dealer had done the job he is payed to do!!!.
anyway thankyou Autodesk and Simon Gillis for your quick responce

[Anonymous]

The security system in Inventor requires that system administrators take a
few extra steps when using utilities that work below the OS level. This
would include disk partition imaging utilities such as Norton Ghost.

If you think about it for a second, your situation is exactly one that the
security system is designed to prevent: copying an authorized hard disk from
one PC to another.

Nevertheless, there is documentation provided for how to handle this case,
both in your printed manuals and online at www.autodesk.com. I understand
your frustration, however every dealer can't be expected to know both the
product as well as advanced installation issues.

--Cy--

--
http://tinyurl.com/dmw8

[Anonymous]

>however every dealer can't be expected to know both the
product as well as advanced installation issues

The dealer should be able to get the answer and respond to the customer.