topic Re: Support Response time for AutoCAD? in Installation & Licensing Forum

Support Response time for AutoCAD?

Anonymous — Mon, 20 Jun 2016 12:24:54 GMT

hi how long on average dos it take Autodesk support to respond to a support case?

as at present I am on 25days?

and that is after repeated emails (which I got a automated response from)

I even found a phone number but after finally getting through 30mins was toiled I need to speak to a different department and they would transfer me but after an hour on hold I hung up.

what are other peoples support like?

as I do use other competitors software as well and with them I have had support cases replied to and resolved with in hours?

@Anonymous,
john.vellek has edited your subject line for clarity:TIME for suppoer to respond?

Re: Support Response time for AutoCAD?

pendean — Mon, 20 Jun 2016 12:25:11 GMT

Normally a day or two. BUT... May I ask why you did not file a new support request after a couple of days, or even a week, or two weeks, or three weeks, instead of waiting for 25 day?

Explore this alternate support option posted in the forum that you are too https://forums.autodesk.com/t5/autocad-lt-general-discussion/schedule-a-call-new-way-to-access-tech-support/td-p/6033963/jump-to/first-unread-message

Re: Support Response time for AutoCAD?

Anonymous — Mon, 20 Jun 2016 12:25:29 GMT

thanks Dean

I have submitted more than one case I will have a look at this link.

thanks

rob

Re: Support Response time for AutoCAD?

john.vellek — Mon, 20 Jun 2016 12:25:45 GMT

HI @Anonymous,

Can you explain what you are having a problem with so I can try to assist you?

When you called in, did they tell you who they were going to transfer you to? Did they also tell you that you can schedule a call so you don't have to wait on hold?

Please update your post. I look forward to helping you with your issue.

Re: Support Response time for AutoCAD?

Anonymous — Mon, 20 Jun 2016 12:48:22 GMT

hi I tried that link but there in no option to schedule a call

my Question to support was as below

I have a AutoCAD subscription which is just about to expire (now expired) and my company now just sent me a new account with an active subscription is it possible to merge the two accounts so all my setting etc. come across form the old account.

I would have been happy if they had just come back with that is not possible as then I could work out another solution for me but they just leafed me hanging.

Re: Support Response time for AutoCAD?

pendean — Tue, 21 Jun 2016 17:47:27 GMT

At the very bottom of the link webpage it shows you how and where you SCHEDULE A CALL: that means you make an appointment and they call you at that time. That's how it works. Don't just skim the top of the webpage.

Go back and follow the pictures instructions all the way down, 13 steps total https://forums.autodesk.com/t5/autocad-lt-general-discussion/schedule-a-call-new-way-to-access-tech-support/td-p/6033963/jump-to/first-unread-message

Re: Support Response time for AutoCAD?

Anonymous — Wed, 22 Jun 2016 08:42:41 GMT

I don't get the call back option all I get is on line chat which is unavailable or email or a phone umber but tried that and I end up on hold for hours. See attached.

Re: Support Response time for AutoCAD?

john.vellek — Wed, 22 Jun 2016 10:45:09 GMT

Hi @Anonymous,

I went through the link myself and was a bit frustrated too. I was told that you could contact customer service department is 866 681 4359. Once you do they will create a case number and allow you to schedule a call back.

I hope this helps you.

Please hit the Accept as Solution button if my post fully solves your issue or answers your question.

Re: Support Response time for AutoCAD?

Anonymous — Wed, 22 Jun 2016 10:48:41 GMT

I already have a case number

CaseNo:11840026

Re: Support Response time for AutoCAD?

john.vellek — Wed, 22 Jun 2016 11:00:51 GMT

Hi @Anonymous,

I apologize for this long delay in support. I see that your case number got escalated just moments ago to Registration and Activation. If you do not hear from them in the next day or so, please PM me and I will try to chase this down. It shouldn't take this long to get a response and I will do what I can for you to get this resolved.

Thank you for your patience

Re: Support Response time for AutoCAD?

Anonymous — Wed, 22 Jun 2016 11:02:34 GMT

thanks john