topic Re: Unable to Renew Student License for F360 in Fusion Support Forum

Unable to Renew Student License for F360

Anonymous — Tue, 30 Apr 2019 12:12:27 GMT

My F360 expired after one year. F360 software had statements such as "Expired: Buy Now" and " Term has expired."

I was instructed to do the following to renew the student F360 software (see: https://knowledge.autodesk.com/customer-service/account-management/education-program/renew-education-licenses#cloud)

Make sure you are still eligible to access and use free education licenses by reviewing the terms under Who Qualifies.
Contact Education Support to validate your license status.

I am still enrolled with a local community college taking classes (and do NO design work commercially or for-profit) thus I believe that issue one ("1") above is satisfied.

With regard to issue two ("2"), I clicked on the link and was sent to the following site: https://www.autodesk.com/education/support/edu-contact-us-form?_ga=2.18593979.381532470.1556568733-442136633.1551213103 This portion of site has canned answers to various questions which were not helpful.

I then downloaded the newest version of F360 exe file and then installed it. However, the software continues to be badged with as "Expired: Buy Now" and " Term has expired."

Please help me get this renewal resolved. Your help would be greatly appreciated.

Re: Unable to Renew Student License for F360

karina.harper — Tue, 30 Apr 2019 22:09:39 GMT

Hi @Anonymous

On the link you provided, chat is the best way to contact education support. They can help you there with your account issues.

Cheers,

Karina

Re: Unable to Renew Student License for F360

Anonymous — Wed, 01 May 2019 12:53:47 GMT

Karina:

Good that you suggested chat to solve this problem. Would you be willing to provide me with a link to the chat function (as I see no icon here or at the above referenced site for the chat function)?

Re: Unable to Renew Student License for F360

karina.harper — Wed, 01 May 2019 17:25:39 GMT

Hi @Anonymous

Is this the page you see? If you click the 'chat' panel it should start a chat for you.

: Unable to Renew Student License for F360

Anonymous — Wed, 01 May 2019 20:21:32 GMT

Karina:

Thanks for the photo of chat icon at https://www.autodesk.com/education/support/edu-contact-us-form?_ga=2.48814372.381532470.1556568733-442136633.1551213103

However, each time I go to this chat site, the agent is listed as unavailable. See attached picture. It is about 4PM EDST on a Wednesday and the agent is unavailable. What times and days-of-the-week is the agent typically available?

Many thanks,

Peter

Re: : Unable to Renew Student License for F360

karina.harper — Wed, 01 May 2019 21:32:04 GMT

Hi @Anonymous

I'm not sure - this is the first time I have seen the chat unavailable. If you scroll down a bit, you can start an e-mail case where they can help you as well.

Cheers,

Karina

F360 Email and Chat Support Are Inoperative

Anonymous — Wed, 01 May 2019 22:27:30 GMT

Karina:

Clearly your support function is not working. You have explained that the chat function is the best way to resolve my issues. The chat function continues to show that the agent is unavailable. Just so you know when I first go to the page (namely, https://www.autodesk.com/education/support/edu-contact-us-form?_ga=2.48814372.381532470.1556568733-442136633.1551213103) I am informed that the agent is available for about two seconds. Then the screen flashes and then displays as "Agent Unavailable". You then instruct me to start instead an email case.

On April 20, 2019 I opened an email complaint (namely, Case 15291159 - Education Contact Form Receipt). In response to this case, I received an email from Autodesk on April 20th. The Autodesk April 20th email states the following: "At any time, you may add information to your Case by simply replying to this email. Be sure to include this email in your reply, so that your comments are automatically updated in your Case."

I have responded to the Autodesk April 20th about five ("5") times. Yet I have received NO response.

My conclusion is that your email support does not work. As a result, I am asking you to do the following:

1. provide me an email address of an Autodesk support person that I can work on these issues; and

2. examine whether the disabling of the chat function for me is a result of my subscription being "expired". If this is the case, then it is an impossibility to fix expired account issues with chat (please examine my POV on this issue and provide your comments).

Clearly, my issues cannot be addressed by Autodesk chat (as that is disabled - apparently because my term has expired). I have attempted to use your email support but no one responds after almost two weeks. Please advise how we fix my expired license when your support functions (in this case, chat and email) are inoperative.

Your assistance would be greatly appreciated.

Best regards,

Peter

PS I have attached another screen shot showing the chat continuing to be unavailable at 624PM on 05012019.

Re: F360 Email and Chat Support Are Inoperative

karina.harper — Wed, 01 May 2019 22:39:25 GMT

Hi @Anonymous

Thanks for the response - it's helpful to know that you have a case open already. I was just informed the EDU team is out as today is a regional holiday. I have reached out internally to get your case escalated and assigned. You should be hearing from someone soon!

Cheers,

Karina

Re: F360 Email and Chat Support Are Inoperative

Anonymous — Thu, 02 May 2019 12:05:59 GMT

Hi Karina:

I am posting the following email from Vishwas Kolhar of the Education Support Team at Autodesk Inc. as follows:

Hello Peter,

We are sorry for inconvenience caused, and sorry for delay in response, we understand that you are getting Expired message and Read Only message.

We would like to tell you that you have requested the F360 in 2016 which has expired now. Unfortunately, there is no facility available on the Education Community website to renew the expired licenses. But to avoid your inconvenience we are going to extend the license for next 6 month that is your license expired in Feb 2019, we will extend it for next six month from that date.

If you want to use F360 for longer time then you need to create new account with new email address, to use it for next 3 years. Extending same license for next 3 years is technically not possible

Please get back to us if you need any more details on this.

Best regards,

Vishwas Kolhar
Education Support Team
Autodesk Inc.

Re: F360 Email and Chat Support Are Inoperative

Anonymous — Thu, 02 May 2019 12:43:49 GMT

Karina:

I have dissected Vishwas' email and repasted the :pertinent parts as follows:

1. We would like to tell you that you have requested the F360 in 2016 which has expired now. (Peter Cook comment: I did not subscribe to F360 in 2016 but instead in 2018 - the 2016 version was the latest version available when I signed up).

2. Unfortunately, there is no facility available on the Education Community website to renew the expired licenses.

Based on the sentence marked as two ("2") (from Vishwas' email) the following is true: "there is no facility available on the Education Community website to renew the expired licenses." Why have I been encouraged by Autodesk to engage in so many emails, postings on this board and attempts at chat to solve this issue?

The answer is quite simple: "There is no facility available on the Education Community website to renew the expired licenses."

Which begs the following questions:

a. Karina what is your technical background?

b. Why is the above statement (namely, number two ("2")) which responds to such a simple issue NOT posted on your help site or the renewal site?

c. Why did so much time and effort have to be wasted due to a lack of communication at Autodesk on multiple occassions, and in multiple formats?

Solution: In order to achieve a meaningful new license, I need to re-register with Autodesk using a different email address. According to Vishwa, I will then receive the newest F360 software and a three ("3") year student license.

Autodesk clearly has well defined areas, many pages of text on their website, chat function and a support function on their forum section of the website. Yet with all of this support help, Autodesk fails to inform me that I need to re-register with a different email in order to renew my student subscription. It appears that Autodesk is more concerned with checking-the-boxes rather than logically solving problems (clearly, I have been subjected to a procedural approach to problem solving rather than a substantive approach).

Karina, I believe that you owe me a written apology for wasting so much of my time without curing a simple problem (the problem that I have must have occurred multiple times with other Autodesk student licensees in the past. Yet you were unable to get me headed in the right direction).

Sincerely,

Peter Cook