topic Re: Purchased ACAD LT 2015 for MAC - Never received a serial number in AutoCAD for Mac Forum

Purchased ACAD LT 2015 for MAC - Never received a serial number

Anonymous — Thu, 03 Sep 2015 00:59:59 GMT

Yesterday I purchased a perpetual license for AutoCAD LT 2015 for Mac. I received a confirmation email from Autodesk which said I would receive another email with the serial number and product key. This email never showed up, and my trial expires tomorrow.

Theoretically, an Autodesk account was created when I made the purchase, but when I tried to sign in, Autodesk told me that my email address had not been registered (even though this is the email address where I received confirmation of my order). If I was already registered, I could go to the website and get the product key. But this did not work.

I created an Autodesk account using the email address I used for the purchase, and this went fine. But when I log in to the account, not surprisingly, it does not show any licensed products.

Autodesk seems impossible to contact directly, and all of the "Customer NO SERVICE" articles I have read, and I have spent about two hours reading through the articles on product licensing and activation, do not address my issue.

It seems Autodesk has $1,200 of my money, and I have nothing, and no way to get a resolution to my problem. I sure hope someone in this community board can help because it seems Autodesk is uncontactable.

Thanks,

Brad

Re: Purchased ACAD LT 2015 for MAC - Never received a serial number

lynn_zhang — Mon, 01 Apr 2019 17:01:15 GMT

Hi @Anonymous Welcome to Autodesk Community!

Sorry that you have not received your serial number and we sincerely apologize for the inconvenience this has caused! Could you please provide your e-store purchase order number so that we can check in the system?

Regarding the contact options, as our e-store customer you can either:

1. Call our e-store customer service

https://knowledge.autodesk.com/contact-support For other countries, info is located on the estore home page.

2. Contact our Customer Care team via Contact Us page. Please be sure to select a sub-topic on the page so that the contact options become visible. You will be able to contact the Support Team either via Chat or e-mail.

Hope this helps.

Re: Purchased ACAD LT 2015 for MAC - Never received a serial number

Anonymous — Thu, 03 Sep 2015 09:03:24 GMT

Hi Lynn,

Thank you for your quick reply.

My order number is 10542815234.

Please consider the following suggestions regarding the issue of not getting a serial number for my product, especially since I see that this has been a problem for other users who have mentioned this in posts before.

1) People now expect to receive authorization for purchases in a few minutes. This has become normal in the IT industry. Autodesk seems to require two to three days. This is very unusual. If Autodesk cannot shorten the time required to provide serial numbers, then please consider telling potential customers who are using the trial that they should allow several days from the time they pay their money until the serial number and product key are issued.

2) Consider adding the phone number below to the email that is sent to purchasers from the e-store. Currently the only link in the email that you provide is to your customer NO SERVICE site which, in my opinion, has serious issues.

3) I did send an inquiry into this issue through the Customer NO CARE site, but I did not receive a response. There really is not an appropraite choice under the licensing section of the Customer NO CARE site for this particular issue. Please consider adding this to the list of issues on the site. I entered my issue under the "Other" topic, since purchasing the product but not receiving a communications from Autodesk with the serial number and product key was not listed.

I very much appreciate your response to my issue. Please accept these comments and consider them as ways you might improve your customer service in the future.

When you spend $1,200 U.S. on software, this is very expensive. Most software does not cost this much. It seems very unsatisfying to give this much money to Autodesk and not be able to use the product for several days. Especially when other companies provide almost instant access to purchases.

Respectfully,

Brad

@lynn_zhang wrote:
Hi @Anonymous Welcome to Autodesk Community!

Sorry that you have not received your serial number and we sincerely apologize for the inconvenience this has caused! Could you please provide your e-store purchase order number so that we can check in the system?

Regarding the contact options, as our e-store customer you can either:

1. Call our e-store customer service number 1-855-872-7703 (US & Canada). For other countries, the phone number is located on the estore home page.

2. Contact our Customer Care team via Contact Us page. Please be sure to select a sub-topic on the page so that the contact options become visible. You will be able to contact the Support Team either via Chat or e-mail.

Hope this helps.

Re: Purchased ACAD LT 2015 for MAC - Never received a serial number

Anonymous — Thu, 03 Sep 2015 09:05:25 GMT

Also please note that I do not believe Chat was an option - perhaps it is because the problem was not listed specifically?

Re: Purchased ACAD LT 2015 for MAC - Never received a serial number

Anonymous — Thu, 03 Sep 2015 22:05:27 GMT

I wanted to update this thread so if someone else has the same problem, they will know what I went through.

Today I called the number given in the post above - 885-872-7703. Of course, a computer answered. It asked for my order number, which I entered. It then transfered me to a human being, who immediately asked for my order number, which I gave. She asked why I was calling, and after I explained that I had not received my serial number and product key, and that my trial expired, she told me to call 885-872-7703 (??!!). She then told me she would transfer me to Autodesk (??!!); I thought I called Autodesk.

I was transferred to another human being who asked for my order number and asked why I was calling (dejavu - it would be funny if it were not so frustrating). This person told me that first, I should go to the Autodesk website and download a free trial (???). I waited to see if there was more, like - download the free trial, and the trial period will start over again, but no such luck. That was it - go to Autodesk and download the free trial. Humm. I asked why I needed to download a free trial when I already had it running on my machine. I restated the issue - that I needed the serial number and product key, not to download another copy of the product.

At that point, the person told me that she worked for Digital River, the AutoCAD distributor, and that she would put in a request to issue my serial number and key with Autodesk (gee - I thought I was talking with Autodesk - nope). She advised me that it would take two to three business days to receive the information. I told her that the trial had expired, that I had given Autodesk $1,200, and that this solution was not acceptable. I asked if there was any way to expidite the process of getting a key. She told me that the three days was the maximum, and that usually it was two days. I told her that she had not answered my question, and asked if there was any way to expidite the process. She told me no - that it was up to Autodesk to take action at this point. (Does anyone from Autodesk actually monotor this forum?)

I should say that the second Digital River support person I spoke with was extremely pleasant, spoke very good English for being a non-native speaker, and was quite responsive. But the tools she has been given by Digital River and Autodesk to solve my problem are woefully inadequate. The business relationship between Digital River and Autodesk does not seem to be customer-focused. And the beauty of living in 2015 is that this is how it goes. Digital River and Autodesk are responsive to their customers - their investors. Our job is to send money to them so that their quarterly earnings reports are okay. Of course they are not the only corporations in this situation - if you think this is bad, try being a seriously sick person in the U.S. medical system. But I digress.

Interestingly, Digital River hit my credit card for the $1,200 on September 1. Today is September 3.

Summary - Digital River/Autodesk has had my $1,200 since September 1. I have, a) an expired trial (interestingly, it still works, thank goodness - I have work to do), and b) umm... about 2 hours of non-billable time invested in this at $250 per hour.

So... that's where I am at the moment. More information as it becomes available.

Oh - one other thing. I received an automated reply from the Customer NO SERVICE site today, but no serial number and no product key.

Re: Purchased ACAD LT 2015 for MAC - Never received a serial number

Anonymous — Fri, 04 Sep 2015 22:24:59 GMT

Update. Today is September 4. Still no communications from Autodesk.

Re: Purchased ACAD LT 2015 for MAC - Never received a serial number

matthew.d — Fri, 04 Sep 2015 23:22:08 GMT

Hi Brad,

Very sorry to hear about the issue and our sincere apologies. I have contacted a member of our Customer Care team and they are going to email you over a temporary activation, while we work on you order.

Re: Purchased ACAD LT 2015 for MAC - Never received a serial number

Anonymous — Wed, 09 Sep 2015 13:51:48 GMT

Final update -

I would like to thank the people who worked to resolve my registration issue. I was issued a temporary product sn and key, and then received the permanent key.

Total number of days from purchase to receiving key - seven days

To the people at Autodesk responsible for support, please review this post for suggestions regarding your support website and customer service.

Sincerely,

Brad

Re: Purchased ACAD LT 2015 for MAC - Never received a serial number

Anonymous — Tue, 20 Oct 2015 20:59:02 GMT

After my 30 days free trial, I purchased autoCAD LT for mac monthly subscription on October 18. The serial number and product key was supposed to arrive within 24 hours via email. At the 24 hour mark, I sent custome servise an email of my situation. It has now been almost 48 days and I have not received anything. When I contacted customer service chat a few minutes ago, they directed me back to the online email customer servise, and so basically took me in circles. I need to start drafting ASAP. Can you help with this? Order# 10604818234 My case number is 11186645

Re: Purchased ACAD LT 2015 for MAC - Never received a serial number

Anonymous — Tue, 20 Oct 2015 21:37:15 GMT

This is a scenario very similar to mine which is posted above. I share your frustration. If you fall in this crack, it can be almost impossible to get out of it. Good luck.

One thought is to sign up for the AutoCAD for MAC Beta program. They will allow you to download a fully functional copy if you sign up to the program. You are cautioned that the files are not compatible with other versions, and that your use terminates fairly soon, but that might be a way to get out of the bind you find yourself in.