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Disccussion groups and official suport?

11 REPLIES 11
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Message 1 of 12
tonnot
403 Views, 11 Replies

Disccussion groups and official suport?

Something off topic but....

I always ask myself about the way of Acad or civil 3D users use the disccussión groups and its relation with official support.

That is... (I suppose it also depends on the country) official support provided by regional partners are better or worse than solutions provided trough the disscussion groups ? 

 

D. groups are only for non-100%-officcial-licenses..... ???

 

What is your experience ? What do you think about it?

Thanks

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Civil 3D (2013) how much you have to improve....

11 REPLIES 11
Message 2 of 12
antoniovinci
in reply to: tonnot

Regional support has two serious drawbacks, in my honest opinion:
1] it's not for free
2[ it's made by vendors/dealers/installers, not by power users like us.

 

An Autodesk Discussion Group, instead, is made by advanced people from all over the world, using different approaches to the same problem, that's why solutions are accomplished thru various techniques.

 

About the "officiality" of OP licenses, it doesn't matter at all.

 

To Sir Autodesk, the only important thing is that his logo appears in the left upper corner of your monitor: that's marketing, baby.

Message 3 of 12
tonnot
in reply to: antoniovinci

So....

Why am I going to pay support ? 

And... who is the responsible for standars spectifications, "official" country needs demands, etc ?

Thanks

 

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Civil 3D (2013) how much you have to improve....

Message 4 of 12
Murph_Map
in reply to: tonnot

The discussion groups are part of the Autodesk support system and many of the Autodesk support employees read the forums and provide answers and solutions. One of the great advantages of the forums is it gives the user a chance to learn and new ideas to use the software. Another is it keeps the official support requests to a minimum, by that I mean what if everyone that wanted to know why the open dialog box doesn't work anymore and it's on the command line, FILEDIA = 1. If the support team had to take time out and reply by phone or email to each user that asked that it takes time and resource away from the bigger issues.

The type of "paid" support is up to the user, it can be either from the reseller, Autodesk, the subcription center or a few others depending on the applications/suites being used. Whether to use a paid support or free depends on the issue or training that is required or how fast you require an answer.

Murph
Supporting the troops daily.
Message 5 of 12
AllenJessup
in reply to: tonnot

I think it's really a matter of comfort level. If someone is comfortable with getting their support through the groups or through the groups and the email support that comes with the basic subscription. Then that's fine. If someone feels better to have a phone number that they can call. Then they can pay for it with their reseller of through a higher level of Subscription.

 

I personally believe that the support that people get through the groups in great. Most of my problems are solved in these forums. I do continue brick & mortar support with our reseller because that's my comfort level. I do get a serious discount because they now I'm not going to be bothering them with a lot of basic questions. But no one knows everything. I mostly get licensing support through them.

 

Allen Jessup



Allen Jessup
Engineering Specialist / CAD Manager

Message 6 of 12
tonnot
in reply to: AllenJessup

Ok. 

IMHO I think this environment could be better.

In example, only one unique group for all the questions?

All the questions cry to be sorted and organized .... 

 

And what's about wishes : (please read my other post)

 

http://forums.autodesk.com/t5/AutoCAD-Civil-3D-Wishes/Which-is-the-Autodesk-policy-at-the-time-to-so...

 

Thanks

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Civil 3D (2013) how much you have to improve....

Message 7 of 12
jessica.kelly
in reply to: tonnot

"And... who is the responsible for standars spectifications, "official" country needs demands, etc ?"

 

Are you referring to the Country Kits provided for standards and "official" country needs?

 

 



Jessica L. Kelly
Director, Operations - Autodesk Tandem
Message 8 of 12
AllenJessup
in reply to: tonnot

tonnot wrote:

   IMHO I think this environment could be better.

I think many of us do. The problem is agreeing on how and have that work within the Lithium software.

 

     In example, only one unique group for all the questions?

 

One group for all questions? You want to wade through Revit and 3DMax questions to find a Civil 3D answer?

 

     All the questions cry to be sorted and organized ....

 

In what way? You can sort questions using the Search function. My version of how to sort them, your version and Autodesk's version may be radically different.

See my reply to your other post.

 

Allen Jessup



Allen Jessup
Engineering Specialist / CAD Manager

Message 9 of 12
Neilw_05
in reply to: tonnot

Keep in mind the discussion groups are a limited resource for support. While you can find solutions and workarounds to obstacles you encounter while working with the software, you won't get detailed step by step guidance on how to obtain specific goals.

 

With live support you are essentially hiring a tutor that can walk you through a process and give detailed help. Too, the live support personel may know of issues you will encounter with certain workflows and can guide you along the best path. Having to figure things out on your own can be a time consuming process. I am speaking from experience here.

Neil Wilson (a.k.a. neilw)
AEC Collection/C3D 2024, LDT 2004, Power Civil v8i SS1
WIN 10 64 PRO

http://www.sec-landmgt.com
Message 10 of 12
dgorsman
in reply to: Neilw_05

Exactly.  Sometimes, such as with pernicious hardware or network issues there is no substitute for a qualified support person to be physically sitting in your office.

----------------------------------
If you are going to fly by the seat of your pants, expect friction burns.
"I don't know" is the beginning of knowledge, not the end.


Message 11 of 12
tonnot
in reply to: AllenJessup

Ok, but you'll agree with me that a subforum classfication (sorted and organized) could be used to learn, and to evaluate the C3D problems, isn't it?

This people has a good one:

http://www.qtcentre.org/forum.php 

(also, QT use this http://www.atlassian.com/en/software/jira to monitorize bugs and wishes)

 

And I'm sure there must be are a lot of good forum examples....

 

In addition, I have saw that there is also a comment  and a pseudo disccusion on "online help" what is a cracy thing.....

 

A good option could be to link "online help"  and  discussion's, that is " the questions always could be linked to a particular help-chapter-item, isn't ? So, Adesk could be evaluate the help quality as well as the questions related to a particular tool and the wishes related to it .... 

 

 

Thanks

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Civil 3D (2013) how much you have to improve....

Message 12 of 12
tcorey
in reply to: antoniovinci


@antoniovinci wrote:

Regional support has two serious drawbacks, in my honest opinion:
1] it's not for free
2[ it's made by vendors/dealers/installers, not by power users like us.

 

 


Read posts by TRogers, MatthewK and BrianHailey and you'll agree with me that there are plenty of "power users" who work for resellers.



Tim Corey
MicroCAD Training and Consulting, Inc.
Redding, CA
Autodesk Gold Reseller

New knowledge is the most valuable commodity on earth. -- Kurt Vonnegut

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