Donate Now Goal amount for this year: 2500 USD, Received: 1627 USD (65%)

Page 2 of 2 FirstFirst 12
Results 11 to 17 of 17

Thread: The new Autodesk Support Request set up STINKS.

  1. #11
    Junior Member
    Join Date
    December 9, 2010
    Posts
    41
    Current Local Time
    06:48 AM
    Thats why AU is good to meet the right people that way when s*$! goes wrong you talk to the right people rather then starting at the bottom of the food chain. Resellers are good if you have a good relationship they generally have contacts who can speed up the process.

  2. #12
    Senior Member Tim West's Avatar
    Join Date
    December 9, 2010
    Location
    Auckland, New Zealand
    Posts
    601
    Current Local Time
    08:48 AM
    I lost a little faith in AD Support when I sent a request (I send plenty) which included an nfo file of my system and a journal file...

    I was told to enable the 3GB switch. I was told to update to the latest build. I was asked to update my graphics drivers. I was given instructions on how to change virtual memory settings for XP.

    I am running x64 windows 7 with 12GB RAM so the 3GB switch (for 32-bit XP machines) is kinda irrelevant. I was running the latest revit build (WU1 had just been released). The graphics card was too new to have any updates to the driver (yes I know its not on the 'supported' list). Virtual memory sedttings? (although I don't actually need it, I have a little set up to keep windows happier)

    I cant't remember the other points of ineptitude from support staff. This would be more amusing if the general attitude of support staff wasn't that we are the idiots!

  3. #13
    Member Ben-May's Avatar
    Join Date
    December 8, 2010
    Location
    Melbourne,Oz
    Posts
    305
    Current Local Time
    07:48 AM
    Definatly sending to your reseller if you have support is the first step, I generally only goto Autodesk after lengthy discussion with my reseller. But from 1 year ago, when I would have contact from a support tech at Adesk within a day to now, when all I get is a automated response and then nothing for a week or more is quite a change.

  4. #14
    Senior Member Alex Page's Avatar
    Join Date
    December 13, 2010
    Location
    Wellington, New Zealand
    Posts
    649
    Current Local Time
    08:48 AM
    This reminds me of when I started using Revit (AutoDesk had just brought it)
    There wasnt any support in New Zealand, but a AutoDesk reseller here told me that an Autodesk Revit guy was coming over to NZ and wanted to see what we where up to.
    He flew around the country (well, at least 2 cities) and came into my office to look at my projects.
    He showed me better ways of doing things and spent probably about 3 hours with me. Gave me his card and told me to phone him up direct if any problems.
    I had a deadline a couple of weeks later and couldnt work out how to make something in the family editor that I desparately required. Talked to him over the phone and he created it for me....WOW.
    It wasnt untill the next day when I worked out that since he was based in Singapore my phone call to him was about 3am his time.......

    Now thats what I call service!

  5. #15
    Moderator
    "I am NOT a Revit tutor!"
    Dave Jones's Avatar
    Join Date
    December 7, 2010
    Location
    San Luis Obispo, California USA
    Posts
    4,489
    Current Local Time
    01:48 PM
    Quote Originally Posted by Alex Page View Post
    This reminds me of when I started using Revit (AutoDesk had just brought it)
    There wasnt any support in New Zealand, but a AutoDesk reseller here told me that an Autodesk Revit guy was coming over to NZ and wanted to see what we where up to.
    He flew around the country (well, at least 2 cities) and came into my office to look at my projects.
    He showed me better ways of doing things and spent probably about 3 hours with me. Gave me his card and told me to phone him up direct if any problems.
    I had a deadline a couple of weeks later and couldnt work out how to make something in the family editor that I desparately required. Talked to him over the phone and he created it for me....WOW.
    It wasnt untill the next day when I worked out that since he was based in Singapore my phone call to him was about 3am his time.......

    Now thats what I call service!
    and I thought that my reseller was something special...that's amazing! My reseller has been with me since I started using Acad in '90. He is a friend of mine and we play golf together occasionally (he doesn't live near here) so you can imagine that I get pretty good service. Now I'm going to pass along your story and tell him to expect the 3am phone call very soon

  6. #16
    Moderator
    "Mark Twain"
    mdradvies's Avatar
    Join Date
    December 16, 2010
    Location
    Boxtel, Netherlands
    Posts
    4,551
    Current Local Time
    08:48 PM
    Seems to me you guys have nothing to worry about. Here in the Netherlands it usually takes a few MONTHS before we get support (if any). I gave up on Autodesk support a looooong time a go...

  7. #17
    Member hypnox1's Avatar
    Join Date
    December 9, 2010
    Location
    The Mothership
    Posts
    170
    Current Local Time
    03:48 PM
    The reseller side is all sorts of fun. I have to know the serial number of my client to be able to create a request for a client, a number the sales reps at my company will not give quickly or easily. Using the asset tracker in the partner portal is less than consistent for looking up that information as well.

Page 2 of 2 FirstFirst 12

Similar Threads

  1. Dual monitor support
    By redmonki in forum Hardware and Infrastructure
    Replies: 20
    Last Post: February 17th, 2012, 12:54 PM
  2. Family request
    By Defiant1 in forum Structure - General Questions
    Replies: 2
    Last Post: May 4th, 2011, 10:08 PM
  3. Set Material to ByCategory via API?
    By Steve Faust in forum Third party Add-Ins, API and R&D
    Replies: 1
    Last Post: April 29th, 2011, 03:20 AM
  4. Being able to set a displayname
    By sander.obdeijn in forum Forum Suggestions and Feedback
    Replies: 2
    Last Post: February 23rd, 2011, 10:31 AM

Posting Permissions

  • You may not post new threads
  • You may not post replies
  • You may not post attachments
  • You may not edit your posts
  •