Autodesk Support

[brysonwhitedesign]

I'm getting pretty frustrated with Autodesk. I was using Fusion 360 on a startup account for a few years. By the end of last year (2019), I realized that the only difference between this and a paid subscription is that the subscription offers support from Autodesk. I finally decided to purchase a subscription in order to have better support for all the issues I've had with the software. So far my experience with the Autodesk support team has not been great. When I do talk to them on the phone, there's such a huge language barrier that I can't understand what they are saying. When trying to communicate through email, it's obvious that they are on the opposite side of the world. It's not an issue that they're a "foreigner." The issue is the difficulty in communicating and getting a timely response. I have several clients that are waiting on me and have expectations of delivery, but the software is constantly having issues and the support I've paid for has been completely unhelpful.

Some issues I've had:

- Fusion 360 was in offline mode for a week, during which I had clients waiting for work that I couldn't do. After some back and forth over email for that week, it unexpectedly corrected itself with no explanation from the support staff, so I don't know how to avoid it or fix it in the future.

- Fusion is saying I don't have enough credits to render something, even though I have more than the required number of credits: Not enough cloud credits?. I've reached out to support and have yet to hear back.

- When I open an assembly to work on for a client, it literally takes an hour to open, then it moves too slow to even work on it. This isn't the case all the time, but it has been lately.

- With all these issues, I'd like to do a clean uninstall/reinstall. I've followed the instructions here: How to perform an automatic clean uninstall of Autodesk Fusion 360. But the Fusion 360 Cleaner will not run--it just says that it's damaged and can't run.

With all these issues and more, it's almost impossible to get the work done that I've promised to my clients.

Am I missing something? Is there a more efficient way to tap into the Autodesk support system that actually yields timely results?

I'm using Fusion 360 2.0.8624 on a MacBook Pro with MacOS Catalina 10.15.6.

Thank you for reading this lengthy post and for any direction you can give.

[MoshiurRashid]

Hi @brysonwhitedesign 

For the first issue, I would suggest you THIS ARTICLE . I am not sure about the rest (as, I am a customer also). 

About the language problem I want to say one thing. I used to face this problem some years ago while I communicate with foreign people. But, I think giving it some time and patience, helps a lot in this case. Please take some time to describe the problem step by step.

Thanks again!

[James.Youmatz]

Hi @brysonwhitedesign ,

Thank you for your post, and for reaching out. I'm a Senior specialist on the Fusion 360 support team. Sorry about all the troubles you have had recently with getting support 🙁. Based on your post, you probably saw - with your subscription with Fusion 360 you are entitled to technical support which includes email support and schedule a call with a specialist. These can be accessed by visiting https://knowledge.autodesk.com/contact-support and selecting Post Purchase Support -> Help Using My Product and selecting Fusion 360. It looks like in this case, you had a scheduled call that was not timely at all - and for that I apologize. I have raised this with our management team to see how we can more efficiently handle this.

With that said, I did want to address all issues you have at hand here. For the offline issue, I can help dig, but unfortunately it can be tough when the issue disappears. What I will say - I have been tracking lately some internet service providers have been flagging a certain Fusion 360 server, and it does appear to have cleared up. I saw multiple customers run into this, where it was flagged and being blocked, and either changing the DNS server to not use the ISP was a temporary fix - but over time it seems to have corrected itself on the ISP side. Not 100% sure if this is what you ran into but wanted to give you some background on what you have seen so far. 

On the cloud credit front. I know this is the support case you have open right now. I've been working really closely with our Render team, as well as your support case owner, to find a solution to this problem - and as of this morning, I believe we have one! More to come on that soon, and very sorry for the delay. Essentially, the issue is the cloud credits exist across 2 contracts and cannot be pooled. I am working with the teams this morning to get them pooled together so you will see all your credits available. I will notify you as soon as it is completed and give you a bit more background via the case email. 

On the clean uninstall front - unfortunately this is a silly issue with Catalina and all the restrictions that are apart of Catalina. I also, have this issue being a Mac guy myself. The workaround is to use a zip utility such as the Unarchiver to extract the clean uninstall file. This article here lists the steps in Step 1 of the solution.

I know this was a long winded post so I hope you made it to the bottom! If you have a moment, can you email me at james.youmatz@autodesk.com? I'd like to hear about your struggles so far and see if we can learn from this on my side. Also, right now we are rolling out a new support experience modality that is very quick and efficient, and I'd like to show it to you! Please feel free to email me and we can chat more. 

Thanks,

[brysonwhitedesign]

Thank you for replying. I saw that article and worked by way through it before attempting to contact support. Unfortunately, it did not help.

As for the language, I've worked overseas and have no problem working around a language barrier. While this can be difficult, the biggest problem is that they are on the other side of the world physically, so I don't get answers in a timely manner and it often ends up being over a week before the issue is resolved. This simply isn't acceptable when trying to run a business as a freelancer.

[brysonwhitedesign]

Thanks for reaching out, James. I will email you at your direct address.

Thank you.