Terrible Customer Support / Search Bar Issues

[Anonymous]

Has anyone else received terrible support from Autodesk? I know you're out there...this stupid website does not give you an email address or a phone number to contact, and instead charges EXTRA for that kind of support! How spineless..I contracted Andy Wood, our PLM Sales Specialist, and he told me to contact customer support at the following address: customersupport@autodesk.com. On a side note, I do like Andy. He is very responsive, and has helped me previously try to find solutions when I couldn't find anything on your website.

Guess what, though? I emailed that customer support email address and immediately received a "Oops--we didn't receive your message" from Autodesk in about 14 different languages. Then I go on your website, because I'm following the "two options to reach Autodesk Support," and I'm getting the god **** runaround. 

The only other contact email I have is for Amador Rey Bellosillo, and I emailed him on Tuesday. Still, I have heard nothing. I am having a problem with my searchbar in PLM 360--many people in our company are having the same problem. It is not working. There was scheduled maintenance mid last week, and it hasn't been working since. Instead, we have to search through everything manually. It is a HUGE inconvenience, and I can't believe it is this impossible to figure out how to get help!

[jared.sund · Accepted solution]

Whitney,

 First let me apologize for any inconvenience, or frustration you have had in getting support for your search issue.  I will reach out to you directly to ensure you have access to our support services and to get you the help you need on the search issue you’re seeing.  Again, I apologize for any inconvenience this has caused you, and please look for an email from me shortly.

 Thank you, 

-Jared Sund

[Anonymous]

First of all, I'd like to apologize for behaving rashly this morning. I was extremely frustrated, and I probably should not have kicked and screamed as I did. 

Secondly, I would like to say thank you very much to everyone at PLM who saw my forum post and acted quickly to get me a solution. I was honestly shocked by the response, and relieved to know that there were people on the other end who wanted (and were willing) to help. 

The site maintenance that took place a couple weeks ago had to deal with indexing items for searching. While I don't know why, I do know that that's when everyone within our company started having problems with the search bar. 

If you’re having trouble with the PLM search bar in Items and BOMS, it’s because the item you’re searching for is “unreleased.” Searching for an unreleased item will result in no results. You’ll need to go to the “Revisions/Versions” dropdown and click “All Revisions” to fix it. PLM is currently working on a hot patch to fix this so that PLM defaults to “All Revisions” and we don’t have to worry about it anymore.

Thank you again to Jared, Michelle, and Andy for all your help, and for following up with me. 

[michelle.stone]

Thanks for the follow up!  As we discussed, we're getting the contract manager changed to be you (once you can see cases, it'll be case #11557023).

For others that may need to update their contract manager or have questions, here's a link for Contract Administration  (filling out this form will create a case and get it routed to the customer care team).  If you are a contract manager and want to change to someoene else, article for Changing the Contract Manager.

Thanks,

Michelle