Reporting poor service from Autodesk Support

[exSWX]

Is there a process for reporting poor service from Autodesk?

[Curtis_Waguespack]

Hi exSWX,

I'm certain that everyone would suggest contacting your resellter (if you've nat already done so), but here is contact link that came to mind for me when I read your question, assuming that the poor service you experienced falls under the "... any improvements you would like to see." criteria:

http://usa.autodesk.com/adsk/servlet/index?siteID=123112&id=1109794

There might be other ways to contact Autodesk to provide feedback that someone else can point you to.

I hope this helps.
Best of luck to you in all of your Inventor pursuits,
Curtis
http://inventortrenches.blogspot.com

[-niels-]

Also, if you're asking this in regards to a submitted support case, usually they send you a "Customer Satisfaction Survey" when the case is closed.

[exSWX]

It's to report lack of follow up on a CER I had weeks ago.

I'd dearly LOVE to fill in a customer satisfaction survey 

[mcgyvr]

Not all CER's are responded too.. I believe thats stated right in the CER report before you send it or something like that..

[blair]

Are you on Subscription?

[exSWX]

Yep, all 10 seats!

[blair]

Crash reports are only for Autodesk to collect data, they may e-mail requesting more information but don't hold your breath. You need to log a support call if you want them to call you.

[Yong.Jing]

If you have met crash, you could submit CER to autodesk.

CER is a machinary system to analsy crash.

If the crash is caused by some defects, and the defects are fixed, system will send you an alert when the hotfix or service pack released.

If you have subscrption account, you could submit any questions, businese or technical, from subscription center. Support specaillist will help you solve it.

www.autodesk.com/subscription.

If you have not sbuscription account, you could submit issue at here, forum. All the fans, include autodesk support specialist, QA or Dev, are here to help autodesk user.  Attention, autodesk will not view all post, so the fan is more contributors to this forum.

[exSWX]

Yes, I met a crash, and was asked to send files. I duly replied informing that the file size was 219Mb.

I received an ftp location which I could not access and I asked for help.

his was 1 month ago.

I have since given up waiting for Autodesk to help and moved on with the model.

[Yong.Jing]

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.

[exSWX]

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!

[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.

[blair]

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.

[exSWX]

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.

[Yong.Jing]

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.

[exSWX]

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!

[Yong.Jing]

I have contacted with the CER operater, She has received your data and more infomation she need. She will contact with you soon.

[stevebrooker]

I have been an Autocad user for several years (+ 2 other offices) and I recently needed to replace my iMAC, so of course found myself on the Yosemite O.S. Knowing that only 2015 runs with this OS (2014 and earlier no good), I decided to take the 30 day trial so I wouldn't have any disruption to my business. I found that the 2015 was working fine and so decided to take up the annual subscription service (£345 per year) and purchase new. To install the new software I had to delete the trial version, and was dismayed to discover that the new software would not activate. I immediatley sought assistance and of course it is impossible to actually speak to anyone, but received no response - other than an email to inform me that I should expect a reply within 48 hours!! Are Autodesk in the real world?? No solution for 2 days? This is costing me big time and I am STILL waiting for them to get back to me. It is absolutely appalling service and typical of a company who corners the market. HOWEVER, THEY HAD NO PROBLEM TAKING MY £345

[JDMather]

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@stevebrooker wrote:
 I decided to take the 30 day trial so I wouldn't have any disruption to my business.

---

I would not wait unit the end of the 30-day trial period to try to activate, that way you ensure no interruption in work.

I have never heard of a need to delete trial version to activate license?  But then I only have Windows experience.

With Win version you simply get a prompt to Activate if you allow the 30-day trial or expire, or

Activate at any time during the 30-days trial on start-up

or

go to Help>About AutoCAD and click Serial Number update (or something like that - I don't have it in front of me) and you will be prompted to Activate.

You would probably get same day help on the Installation and Activation forum rather than this forum.

Another option might be your VAR (unless you purchased on-line).