topic Re: Autodesk Failing to Provide Warranty / Support in Fusion Support Forum

Autodesk Failing to Provide Warranty / Support

asherFTSTR — Mon, 10 Apr 2023 08:17:24 GMT

If this is the support forum, why don't people capable of fixing bugs respond to bug reports?

Autodesk is failing at a basic level to meet its legal obligations for software warranty. The software does not act as advertised, and no one responds to reports about where it fails to do so.

Re: Autodesk Failing to Provide Warranty / Support

CGBenner — Mon, 10 Apr 2023 11:07:25 GMT

@asherFTSTR

The name of the forum is Fusion Support, but this is a peer to peer user forum. We are very lucky to have many Autodesk Fusion team members come into this forum and offer advice, but the official route for product support is HERE.

Good luck!

Re: Autodesk Failing to Provide Warranty / Support

ercwtsnHDS — Mon, 10 Apr 2023 12:58:16 GMT

I feel the same way. What am I paying Autodesk to do? I've found a bug that renders Fusion useless in our CAD pipeline. If the bug isn't resolved we will be forced to go to another CAD provider.

I've reported a serious bug relating to file interpolation both through the forum and the technical support portal.

Sadly, the response has been dismal. Supposedly there is a ticket somewhere, but after that the technical support then directs to a third party at directly.com.

I've uploaded files and made updates to the forum but there hasn't been much of a response from other users nor anyoune replicating the problem. (I know the problem exists at my compnay because I had other techinicans replicate the problem)

Most of the support forum seems aimed at helping with usability and delivering 'workarounds' rather than making sure the program functions as intended.

Re: Autodesk Failing to Provide Warranty / Support

asherFTSTR — Mon, 10 Apr 2023 13:30:07 GMT

the official route for product support is HERE.

There is no bug report interface at that link. That basically disqualifies it as a legitimate support portal.

Nothing about that portal is set up with the purpose of acknowledging the billions of bugs that Autodesk permits to enter its production application.

Yes, billions. I find a dozen new ones every day. INSANE!

Re: Autodesk Failing to Provide Warranty / Support

ercwtsnHDS — Mon, 10 Apr 2023 14:37:45 GMT

Not sure if this would help, but I was able to get hold of someone that assigned my issue with a ticket. (It's not an intuitive process but it establishes communication.)

1. At the product support link select "post-purchase support"
2. Then select "Help using my software"
3. You are then offered a text area with a 500-character limit to explain your issue.

Note, it might take a few days to get a response. Be sure to check the email assigned to your Autodesk account for messages from either customersupport@autodesk.com or directly@autodeskcommunications.com.

Re: Autodesk Failing to Provide Warranty / Support

ryan.bales — Mon, 10 Apr 2023 14:59:58 GMT

Talking to support is quite easy if you pay for Fusion 360. You can chat with people directly from inside Fusion:

https://www.autodesk.com/support/technical/article/caas/sfdcarticles/sfdcarticles/What-are-the-Technical-Support-Options-for-Fusion-360.html

Re: Autodesk Failing to Provide Warranty / Support

asherFTSTR — Mon, 10 Apr 2023 15:01:12 GMT

I don't need to talk to someone. I don't need "answers".

I need bugs fixed. As a paying customer, it is insane that there is not a direct way to report bugs and ensure that followup occurs.

Re: Autodesk Failing to Provide Warranty / Support

ercwtsnHDS — Mon, 10 Apr 2023 20:09:37 GMT

I managed to have a Zoom Call with a support technician using @ryan.bales suggestion. But even after actually demonstrating the BUG onscreen the techinican seem limited in powers to address the BUG.

The Fusion 360 team has definetly dropped the ball here.

Re: Autodesk Failing to Provide Warranty / Support

seth.madore — Mon, 10 Apr 2023 20:16:06 GMT

There are Support folks who do that; they provide support to customers. Those same folks are not Bug Fixers (aka, developers). The Support folks will provide a workaround if possible, collect the data and then submit it in our internal tracking system. From there, it (the bug) will work its way through the system and depending on severity, will be worked on rather immediately or at some point in the future if it's of lesser impact. Regressions (it doesn't work, but it certainly used to) will typically get quick notice and resolutions, whereas "it's never worked, but it'd be great if it did" tend to get delayed until resources are available.

Re: Autodesk Failing to Provide Warranty / Support

asherFTSTR — Mon, 10 Apr 2023 20:21:17 GMT

So far there are numerous bugs where 8 years still doesn't count as "sometime in the future".

Re: Autodesk Failing to Provide Warranty / Support

seth.madore — Mon, 10 Apr 2023 20:22:50 GMT

Yep, sometimes it be like that.

Re: Autodesk Failing to Provide Warranty / Support

asherFTSTR — Mon, 10 Apr 2023 20:42:25 GMT

Right. That's the point.

That's so far beyond unacceptable that it's hard to even state.

Re: Autodesk Failing to Provide Warranty / Support

ercwtsnHDS — Tue, 11 Apr 2023 14:13:07 GMT

The issue is "How do paying customers acquire assurance that a bug is being properly addressed?"

But this reply is basically a complaint.

I did receive a ticket number for the customer service that was provided to me; the experience was nice BTW. But I was not left with much assurance that the bug, which I actually demonstrated during the Zoom call, was going to be given serious priority. And it's a very serious bug btw.

Almost every blog post that accompanies a Fusion update makes reference to 'issues' or bugs that were resolved, often mentioning the users that help the Fusion Development team become aware. How did they make the team aware and were they given assurance afterward?

Right now Fusion 360 has a bug that is beginning to affect my company's bottom line. So something other than a forum post for assurance that the bug is being addressed would be nice.

Re: Autodesk Failing to Provide Warranty / Support

seth.madore — Tue, 11 Apr 2023 17:39:58 GMT

@ercwtsnHDS wrote:

Right now Fusion 360 has a bug that is beginning to affect my company's bottom line. So something other than a forum post for assurance that the bug is being addressed would be nice.

Which bug is that?

Re: Autodesk Failing to Provide Warranty / Support

ercwtsnHDS — Tue, 11 Apr 2023 19:11:26 GMT

Fusion design files become empty part files in Inventor.
https://forums.autodesk.com/t5/fusion-360-support/bug-fusion-design-files-become-empty-in-inventor-2023-2/m-p/11871853/highlight/true#M171472

Is that on your list?

Re: Autodesk Failing to Provide Warranty / Support

seth.madore — Tue, 11 Apr 2023 19:14:38 GMT

That bug is being looked at currently.

Couple questions:

1) Why (aside from personal preference) are you bringing the files into Inventor? Is there functionality there that doesn't exist in Fusion? I've heard of folks going from Inventor to Fusion, but not the other way around 🤔

2) Have you tried doing this in an older version of Inventor? Reading the tickets, it only appears they've checked against current and future inventor builds, not the past. No clue if it will result in the same empty file, but it's worth a shot..

Re: Autodesk Failing to Provide Warranty / Support

asherFTSTR — Tue, 11 Apr 2023 19:31:28 GMT

These sound like things that a developer working on a bug fix should be examining and reporting back to us about.

We pay you, not the other way around.

Re: Autodesk Failing to Provide Warranty / Support

TrippyLighting — Tue, 11 Apr 2023 20:06:56 GMT

@asherFTSTR wrote:

Yes, billions. I find a dozen new ones every day. INSANE!

Do you have anything else to offer than hyperbole?

Re: Autodesk Failing to Provide Warranty / Support

RajkumarIlanchelian — Tue, 11 Apr 2023 20:09:16 GMT

@ercwtsnHDS This ticket will be addressed in an update later this week. If you are part of our Insider program you can already pick up this fix.

Regarding the problem tickets not getting the attention, I take it that the frustration here is that no update to the problem ticket are provided via the support channel?

@asherFTSTR While we try to understand the real frustration here and see what can be worked on, are you waiting on an update to any specific ticket/problem you reported?

Re: Autodesk Failing to Provide Warranty / Support

asherFTSTR — Wed, 12 Apr 2023 16:58:00 GMT

Do you have anything to offer?

Hyperbole is exaggeration. No such activity has occurred. the complaints are understated not exaggerated.

@asherFTSTR this post has been moderated. Please stick to the ground rules. Thanks!