Tech Support is absolute garbage!!

[scottcormier]

I was having problems with the new update.  I was getting a dialog box that told me I had to delete and reinstall.  I could not get Fusion to install at all.  I went through all the support channels, tried every solution that was presented to me, and even did a screen share session with a support rep.  No one could figure out why it wouldn't install.   That support rep said they would create a ticket and someone would get back to me.  In the meantime, I have projects and clients that need attention and they all involve Fusion. 

So someone from support contacts me via email a day later and tells me to try X and Y solutions, WHICH THEY'VE ALREADY HAD ME TRY!  Essentially, no one is communicating to each other and simply passing the buck to the next support rep because they can't help me.  I explain that I've tried those approaches and nothing has worked.  No response for 3 days.  Then the response I get is "Did the solution work?"  Ha! 

The only thing that worked (and was MY solution) was to create a new Window user profile and install Fusion there.  Great!  But now I have to recover all my passwords, bookmarks, copy and move files over, and delete software like MS Office and reinstall on the new profile because of license restrictions.  And now I'm having issues with THAT!

This is unacceptable and might be the tipping point to push me to Solidworks.  I need help here and am not getting anything!

[danieleR9DDN]

I'm also having problems with the drawings, It looks like the software is becoming too much complex and they've no idea where go to change stuff because each time they change something something else break in another part of the software and the data flow.

And what's very bad is the fact the problems grow each time you open a file, like something is corrupted in the data errors sums each time.

I've 2 tickets open and I spent alot of time fixing stuff and trying different approach to solve, the most of the case I can make it works, but it require so much time that drive me crazy.

Maybe the support team is simply underdimensionate or maybe nobody is checking their work. It looks like they simply search in the fax and propose you a standard solution because they don't know what're they doing.

simply embarassing

Daniele

[karina.harper]

Hi @scottcormier 

Thanks for the post - I took a look through the case history and we are escalating the case to our support Management team. 

In the meantime, I'm happy to help here if you still need it. I'm interested that creating a new Windows profile allowed you to install correctly - looking at the related article this indicates the issue is related to permissions or network restrictions. Is it possible that the new user profile does not have a particular app (firewall?) configured? 

Cheers,

Karina

[caeuser]

The problem is they don't take anytime to test what changes they make and just push out little updates and let the customer deal with the problem.

[scottcormier]

Well, who knows?  I disabled all firewall protection and antivirus software and tried to make sure all my permissions were open.  Nothing worked. 

Look, I'm a stupid welder.  I'm not a super technical guy with computers, but I'm reasonably literate and have worked with computers my entire life.  I actually have a bachelor's degree in Information Systems.  But support personnel and those in IT always assume that I (or any end user for that matter) have no clue what we're doing.  And to some degree, this may be true.  I have to lean on tech support to help figure out why my computer won't install their software.  I had a screen sharing session with a tech support rep and he did all the same things that I had already tried to no avail. 

This is just simply unacceptable!  The left hand doesn't know what the right hand is doing over there and while tickets get made and passed off to the next person, I'm over here looking like an **** to my clients who have not received their work that I had promised them before this entire problem existed.  I'm steaming mad right now.