Appalling performance by Customer Support

[Cris-Ideas]

This is just to share actual experience with customer support.

I have (had) a problem with my inventor, as it does not work offline. It simply gives licensing error and shuts down.

This is very important problem for me and I need to get this fixed.

I tried looking online but found nothing.

I reached to Autodesk Customer Support.

I spend several hours over several days on chat with different support agents. 

This was extremely frustrating and produced no results.

I also logged in support case and had lengthy and  frustrating back and forth email exchange over 3 weeks or so.

There was at least 3 different agents emailing me in different time. 

they ware all very polite and apologetic, but not helpful. It was obvious they are not reading my emails as they repeatedly asked me for the same information. For example they asked 3 or four times for my phone number I gave already before (in the same email chain)

They scheduled a call, 3 times, and 3 times no one from Autodesk showed up.

They did not give me any useful advice, nothing more than I can find online in tech articles, help or frum.

I have comely and thoroughly followed instructions from online articles installing, uninstalling, and performing all required tasks, This was time consuming and obviously fruitless. I have clearly informed Customer Support that this does not resolve the problem.

After 3 weeks of struggle and despair, I received email only to find out they are to Close this case, without any explanation, any resolution nothing.

Just simple F U customer.

Now you should know that I finally found solution to this problem (of not being able to use Inventor offline) and I did solve this on my own.

I did it fully legit, no cracks, keygens or anything of this sort. 

Only genuine software installers straight from Autodesk website, my original SN for the software I bought.

If Autodesk wanted to, they can solve this whole problem in one minute, so simple this is.

But obviously they do not care at all about problems average user has with Autodesk software. 

Overall I am Appalled by the lack of will and ability to help by Customer Support, that did not produce any resolution and was not even bothered to show up for the calls that they scheduled themselves.

I am also Appalled by the lack of care for their software to work correctly, or work at all as in this instance.

Should you have any confidence in Autodesk I suggest you to prepare for a big disappointment.

Cris

[CGBenner]

@Cris-Ideas 

Hi Cris.  I'm sorry that you had that bad experience.  I'm going to share this post with some people internally, who genuinely want to hear all views on your experience.... the good, the bad and the really bad!

One question, if you don't mind... What version of Inventor were you having this trouble with?  (I know they will ask).

Thanks, Cris.

[Cris-Ideas]

I am using perpetual license of 2021 version.

And before you have a chance to respond - "it is no longer supported"

I will make a point, that problem described is not with Inventor it self but with Licensing Service Autodesk updated on its end (Licensing Server App and Autodesk server side of this service).

This service is there to protect legitimate Autodesk interests, and no one is disputing that. But rolling out buggy update that screws users can't be accepted even for software versions that are no longer on support.

If you broke something that was working you should fixe it, as license agreement still in place bonds both sides.

Cris.