Legacy Subscription and Customer (un)Service

[Red_Ant_Engineering]

I am a Legacy Subscriber to Fusion360, having bought a 3 year license back in 2020 and have renewed it in 2023 and, again, just recently in 2024.

However, my most recent auto-renewal payment was USD$510, not the USD$310 it should have been based on my understanding of how the Legacy Subscription system works.

Anyway, took it up with Customer Service via the online chat, and then via email.  Gotta say, those guys must be on some sort of "do not cost this company any money under any circumstances" KPI, because I got told:

• can't do a partial refund
• can't do any sort of extension of your subscription period as compensation
• this case is closed

So, I'm trying to work out how I can escalate this issue,  because the Customer Service people are just stone walling me.

Anyone had this issue with the Legacy Subscription pricing defaulting to the "any ol' punter off the street" pricing?

I'm in Australia by the way - not sure if that makes any difference to how accounts are managed

Cheers,

Mike

[HughesTooling]

@James.Youmatz Can you help with this?

[Red_Ant_Engineering]

My "discussions" with AutoDesk customer service, whom all seem to be sub-continent based and emailing/ringing me at weird hours of the day, continues.

My account clearly states I have a Legacy subscription, but they are saying "we don't sell that anymore" and basically refusing to change the situation.

I had one phone conversation, where the woman sounded like she was sitting on the street, with cars/trucks driving past, and she had no idea how AutoDesk products were billed.  I had to send her links to blogs and notes on the AutoDesk website to explain how things worked from this perspective.

Frustrating!

[a.laasW8M6T]

If you in Australia you should contact the reseller CADPRO, you will likely get better support than directly through Autodesk

https://www.autodesk.com/support/partners/cadpro-australia/1729

[Red_Ant_Engineering]

Might do that. Problem is I purchased direct through AutoDesk.
Anyway, CADPro can't be any more unhelpful than AutoDesk have been!

[scottmoyse]

Thanks for the recommendation @a.laasW8M6T much appreciated. 

@Red_Ant_Engineering please email the team on sales@cadpro.io and include a link to this thread, along with any historical records and subscription ID's etc and we will do what we can to help you out! Because yeah, they often get this stuff very wrong. Also the transition from the Digital River to Autodesk eStore caused a lot of issues.

[piotradamorchowski]

Sue them. They are actively trying to scam you/users, just like Adobe.

[Red_Ant_Engineering]

I've wasted enough time trying to get answers out of their sub-continent based customer "service" team.

i can't really blame them I guess. It's the instructions being sent down from the US based management that is clearly the issue.

i paid AUD$300/yr in 2020-2022. It's now nearly aAUD$1000/yr in 2024. I've certainly not seen a 300% improvement in features and performance.  For what I use it for, maybe 20% at best 💁🏻‍♂️