Support? What support.....

[Anonymous]

Is there such a thing as support with Autodesk? It seems that the "Contact Us" link is just a FAQ link. Its rubbish, you just go around in circles. I don't want to go onto a forum to "Ask the Community" I want support from Autodesk about my account........... 

very unhappy!

[ukdxb012]

Hi @Anonymous 

Do you pay for web support? If so, have you tried to raise a ticket through Autodesk Account? http://knowledge.autodesk.com/customer-service/account-management/subscription-management/support-options/web-support/submit-view-cases

[Anonymous]

Yes I have paid. but for what i don't know.

What on earth is "raise a ticket"?

I'm sorry for my tone but it just seems that it is getting harder and harder to get help. I just want someone to contact me about my licensing & account...

Back to the re-seller it is.

thanks

[ukdxb012]

If you raise a web support ticket via your Autodesk Account with details of your issue, someone from Autodesk will get in touch with you via email or phone to resolve your problem. There are SLA's depending on the severity of the problem you have but its the mechanism to get support.

Please check out the following link on how to raise a support ticket...http://knowledge.autodesk.com/customer-service/account-management/subscription-management/support-op...

What is your issue exactly?

Here's how to raise a support ticket... http://knowledge.autodesk.com/customer-service/account-management/subscription-management/support-op...

[nestly2]

For what it's worth, it's not uncommon for users to feel like they're stuck in a "loop" trying to get web support.   The process is definitely not as clear or intuitive as it "should" be.

"Raising a ticket" is to create an request for support  (ie a Support Case)  Unless you've paid for more than basic support, you'll still be directed into the Forums in hopes you may find a resolution while your Support case is in the queue.  My suggestion would be to start a new topic describing the problem and see if the "Community" can help you resolve it.

[Anonymous]

My account has no linked software and this is incorrect. As we are currently running 9 AutoCADs and a Vehicle Tracking License all on subscription. All i want to do is update my software but am unable to.

We seem to have issues every time an update is available. If this is my fault or Autodesks I don't know, I just want to be able to contact someone (and not a third party) to solve my issue.

Hi Nestly2,

Im sure its an account issue as I can't get access to my software updates. And it seems I can't create that request that is required to resolve the issue.

I don't ususally jump on forums and whinge, but I'm so frustrated.

thanks

Warren

[nestly2]

If you aren't able to create a Support case using process described in the links Duncan provided, then I would suggest starting a topic in the Licensing and Installation forum with a description of the problem as that area is actively monitored by Autodesk employees that will either be able to fix your issue, or put you in contact with someone who can.  You might also try messaging @jessica.t directly with the details of your problem, as she seems especially helpful with these types of issues.

[Anonymous]

thanks,
I'll try that

[jeffrey.sin]

Hi @Anonymous 

Apologies for the inconvenience this has caused you.

Were you logging in to the Autodesk Account linked to your email address? I tried to emulate your account and was able to find Autodesk Vehicle Tracking in the Management tab of your account under All Products & Services. It's near the bottom of that page.

With regard to the AutoCAD licensed to your company, I've made some updates to your account to link it as well, it may take some time though for the system to fully refresh and display it under your Management tab. In the meantime, you can click on "Download Products" at the bottom of the All Products & Services section of your account to go to your downloads page and access both AutoCAD and Autodesk Vehicle Tracking.

Hope this helps, let me know if you are still encountering any issues with it and I'll open a case on your behalf.

Thanks,

[Anonymous]

Hi jeffrey.sin,

I still can’t seem to see anything about software AutoCAD or Vehicle Trackingin my Autodesk account/management under products or services (see image attached).

Am I doing something wrong?

cheers,

Warren

[jeffrey.sin]

Hi @Anonymous 

Thank you for the screenshot, apologies for the inconvenience.

As there is a need to escalate this issue for further troubleshooting, I have created a case or ticket for this instead. For your reference, your case number is 10707854. We will coordinate with you directly from there regarding this case instead.

Thank you,

[Anonymous]

Thanks Jefrey

[jeffrey.sin · Accepted solution]

Hi @Anonymous 

The issue you've reported has now been resolved. We've sent you an email with the details as well as the information you need to verify the updates made. For your reference, I've attached a screenshot of what your account should show under Products. Do let us know if you are still not seeing the products in your account.

Thank you,

[wburnby]

Thanks Jefferey, I appreciate your help in solving this matter.

kind regards,

Warren

[JulienVerhecken]

that's really a shame ! I try to update a licence and product for a customer since 2 DAYS ! It is just impossible to understand your site, support and all this stupid endless loop abuot your pseudo "help" ???

Where the Hell is the human voice to answer my questions... no update match, all serials are wrong.

How to UPDATE from 2013 LT to 2016. I have a serial, a key and NOTHING match, that's really so stupid !

A360, licence, perpetual, subscription web... blaaaaah what a mess !

The more you sell your products and the less you give support, nice marketing concept...

[camilo.lemos]

Hi @JulienVerhecken

Sorry to hear about the bad experience with our site.

From your message it seems like you are an Autodesk partner? If that's the case, please open a support case via Partner Portal.

If you are an end customer, please contact the Activation and Registration team through our Contact Us page. Please be sure to select a sub-topic (Activating a Product) and wait for the page to fully load so that the contact options become visible. You will be able to contact the team via support case or chat if agents are available.

Apologies again for the inconvenience.

[Anonymous]

I agree, your idea of support is just wrong.

I just need an email address to write a mail to, like 99% of other software vendors have.

I am tired of going around in circles on your website without ever getting to communicate with you.

I just feel unlucky that I happen to have to manage product licenses for your software in the company i work for. All other vendors I deal with have a simple email address to which one can direct an enquiry.

Seriously, I have been going around on your website for at least 30 minutes, plus the time it takes to write this post.

Why even call it customerr support? Just call it "we are taking you for a ride around our website without ever get to anything you need"

Thank you 

[Alfred.NESWADBA]

Hi,

>> I just need an email address to write a mail to

Login to your subscription center (>>>click<<<) ==> Support and then select "View my support cases" ... there you can create a new support case directly to Autodesk.

To clarify the complexity:

If one of our customers want to have support from us he will send an email to a predefined email address, our exchange server has rules defined which redirects the mail to the employee within our company who will be responsible for this customer.

Why is that easy for our customers,

• because we don't have millions of customers (like Autodesk has)
• our employees know each customer in person.
• our employees know exactly which products and which version of products the customer is using
• our employees know how trained each customer is (with the product in question)

With the size of Autodesk and the number of users it is impossible to know each customer, to know his qualification with the product, the version of product in use, the environment (like operating system, network, user permissions on Windows, ...) ....

Now think about what will happen when you send a mail "my AutoCAD does not start", they will have to ask what version of AutoCAD, if a vertical or plain AutoCAD, what service pack, what operating system, what graphic card, and a lot things more BEFORE they can start with the support. And that is the reason why just a mail is not enough, it makes really sense that you go through a web-site where you are already asked that questions during the creation of the support request. That's the way how a request can be handled as efficient as possible and at least you like to have an answer as soon as possible, not questions like "we have received your support request, can you please first let me know which product you are using). I do understand that such needs exists and helps for more efficiency.

But I also understand you very well, that it seems to be hard to find the position where and how to contact the support directly.

And yes, it looks like it's getting worse. My personal opinion with that is Autodesk is trying to push the customer into direction "first search if there are already solutions out in the web and only if you don't find any solution then contact us, but not before" ... again, that's my personal thoughts, otherwise it would be easier to find the "create a support case" item.

- alfred -

[Anonymous]

Ok,

so let's say I don't have the option "View my support cases" available to me (don't know why, yet) what am I supposed to do to contact anyone at Autodesk?

Sorry but, to me, making this difficult for users, on purpose, doesn't seem a good policy, whatever the intentions behind it.

I have taken over somebody else's position at a new company. Why is it not possible to contact someone and say "Hey, I am the new contact IT at company XYX, I'll be the one raising support cases with you from now on. Please allow me to do so". Other vendors just need to veriify that the information I provide is correct and off we go. But no, this doesn't seem to  be the case with Autodesk.

Probably they'll be more interested to listen if I was to buy some of their products. But after that is just left to chance.

Thanks for you reply anyway.

[Alfred.NESWADBA]

Hi,

>> I don't have the option "View my support cases"

Which options do you have and where do you land then (show screenshots, I think if we find your way one time it's then easy for the next requests).

>> [...] making this difficult for users, on purpose, doesn't seem a good policy, whatever the intentions behind it.

There are intentions which makes sense, but to make "add support case" hidden is not ok too 😉

- alfred -