Customer Service Scam

[mikegittens]

   I was a legacy Fusion 360 user starting at some point in 2018. I subscribed to a yearly subscription with the promise of the yearly cost staying the same at 465.75 CND. My account was set up for auto renewal using my credit card. Every year I would get a notification letting me know that fusion was up for renewal and that it it would auto renew in x number of days. This would usually take place in late October and I'd see the payment on my credit card statement. For some reason I did not get these notifications this year but I figured no worries nothing has changed. This year I got an email from Autodesk the following month notifying me that my subscription had expired. I immediately checked my account and found out that in fact it had so I call customer service. Customer service is in India and not very good, there is a language barrier and I don't think they understand the product or service. Customer service advised me I could no longer have my old plan and I should buy a new one and if I waited a few days it would be on sale. On sale for $680+tax cnd, I figured well I need it so I'll buy it, couldn't do it because I kept getting an error msg. Again I call India, after about 5-6 calls I figured out on my own that for some reason auto desk had changed my address. Because of this my address no longer matched my credit card and the payment could not be processed. Autodesk then admitted to me that this was due to a technical glitch on there end, oh great they told me, now you can go ahead and buy a new subscription. This took another two weeks and not the price has gone up to $915+tax CND. I argued with this person in India that kept telling me I just had to pay for it. This was an admitted problem caused by Autodesk and they refuse to give me my old rate back or any type of discount. I've waisted so much time with this, I want to know from ppl if they have had similar issues or is this just a Huge Scam!! Put users into a situation where they hold you for ransom

[CGBenner]

@mikegittens 

Welcome to the Community.  I'm sorry that you are having issues with this.  Let me tag in @RajkumarIlanchelian , to see if he has any insights.

[RajkumarIlanchelian]

@mikegittens We certainly apologize for the experience. I am raising this internally as a high priority to investigate. Will post back here as soon as I have an update. 

[mikegittens]

Thanks for getting back to me

[RajkumarIlanchelian]

@mikegittens Just updating that this is being still looked at as priority. We are reviewing the details so that we can look for next step here. 

[stephen.hooper]

@mikegittens 

Hi Mike, Raj just highlighted the poor experience you've received. I run the product development team for Fusion so I just wanted to send a short note to apologize properly and assure you that we'll get things sorted out as fast as possible. Feel free to contact me while we work to get this resolved (Stephen.hooper@autodesk.com).

[mikegittens]

Still no reply  and I still cant subscribe!!

[stephen.hooper]

Hi Mike, I just spoke with Raj, I believe the team was going to connect with you so he's chasing this up first thing today.

[RajkumarIlanchelian]

@mikegittens Apologies but we are very actively working to get you back on the olde pricing. The backend is taking us a bit of time but we are certainly working to address this for you. Will come back here with another update tomorrow. 

[mikegittens]

Thanks for getting back to me

[RajkumarIlanchelian]

@mikegittens Not yet ready but we have started to process your order in our backend. As mentioned, it has to go through some approvals before we can make this happen but we are almost on the last stage of placing this order for you and also making sure that come renewal time this will not be another issue. I know you have been very patient with us over the past few days and we really appreciate that. I am hoping we should be able to wrap up the order sometime this week. Will keep you posted. 

[mikegittens]

Sounds good

[stephen.hooper]

Hi Mike,

Good news, the team tells me they managed to get this processed on our end and you should be good to go ahead and renew on the original terms. Please let us know if you experience problems and again, I apologize on behalf of Autodesk for the time it's taken to resolve this. I hope you have a great holiday. Don't hesitate to reach out if you encounter any problems this afternoon.

Best,

Steve

[mikegittens]

I keep trying to pay for it and get the error message just like before!!!

[mikegittens]

[RajkumarIlanchelian]

@mikegittens @Mike, apologies this is continuing. The backend was indeed setup proper. To expedite things a bit faster can you please send me an email ID in direct message that you monitor? I was to start an email thread with the backend team and you on it so that we can move things faster and get this resolved for you. 

[RajkumarIlanchelian]

@mikegittens @Got the private message with your email. It’s a slow one here with the holidays but I am hoping I can push this to get the full attention. 

[mikegittens]

Thank you so much!

[stephen.hooper]

Really sorry this is continuing Mike. @raj, let me know if I can help escalate this. I'll be online for most of the afternoon, so ping me on Slack if I can help.

[CGBenner]

@mikegittens 

Hello, has this been resolved now?  Do I need to nudge anyone for you?