The worst customer support experience I have ever had

brandon_harper — Fri, 11 Nov 2022 23:47:41 GMT

I am at my wits end.

So I have a 2019 single use perpetual license for Product Design Suite Premium (although I almost exclusively just use the Autocad). Let me reiterate a single use PERPETUAL license.

So I have had this license installed on no less than 5 different machines over the course of time. However at no time have I ever had the license on more than 2 machines concurrently. Both are licenses that only I use. One is my in-office machine and the other is my at-home machine. I am fully in compliance with the License Agreement / TOS.

Here is where the issue is. I had a laptop die. It would not post, therefore I cannot uninstall Autocad / release the license. Thinking nothing of it I got another computer and went to install the product design suite like I have done many times before. Upon initial load in when activating the license it said "Activation limit exceeded" or something like that. I dealt with support and they put a one-off activation code in and I was good to go......great.

Now a year+ later I build a new home computer. I took the hard drive out of the old home computer and installed it into my newly built machine. I then took my OLD home computer (which is still really good) and brought it to work to use. I install my old work hard drive into my new work computer / old home computer.

I boot up Autocad on the new work computer and it recognizes the license and I'm good to go. After I get home I boot up Autocad at home on the new computer and it says "Activation limit exceeded" again. I reach out to support and here is where the trouble starts.

I get told by the initial support person that I am violating Autodesk License Agreement because I am using the 1 autocad license on 2 computers. I physically have to snip Autodesk's own interpretation of the license agreement about 1 license 2 computers. They continue to insist that I need to buy another 3-4 thousand copy of the software in order to put it on my second back-up computer. LIE or just ignorance. They just close the support ticket.

When I get a feedback thing about the support I give it all zeros and say escalate this. I get some higher level support and they proceed to call me multiple times at like 7PM on Fridays from phone numbers that my phone recognizes as "Spam Caller" or "Telemarketer". So I don't answer them. They are slow to respond and clearly subbed out customer support.

This is the most bizzare thing ever. So Autodesk employees here. Do your license admins have the ability to see what all active licenses are activated based on a serial number / product key? I just want to confirm that there is a rogue license active on an unbootable laptop and I want them to be able to deactivate it on their end. Then I can continue to manage my own licenses like I have been forever without dealing with the absolute dumpster fire of support that I am currently dealing with. It's been 2 weeks.

Sincerely, A pissed off customer.

Re: The worst customer support experience I have ever had

mdavis22569 — Sun, 13 Nov 2022 16:17:33 GMT

You're asking on a public forum ... Might be best to submit a case and get an official reply there.

We're just users like you for the most part

https://knowledge.autodesk.com/customer-service/account-management/users-software/support-options

Nothing official Account related would be posted here by an Autodesk employee.

topic Re: The worst customer support experience I have ever had in Installation & Licensing Forum

The worst customer support experience I have ever had

Re: The worst customer support experience I have ever had