#Where's the fix?
I was a bit unhappy with my last typed message to you, so let me try again.
I appreciate your help in trying to get my manual delivered to me. It looks
like, though, that I am not going to be getting the software update anytime
soon.
I purchased Animator Studio and received it on 6/7/95. Within two days, I
mailed in my registration card and several days later, I registered by phone,
simply because I am paranoid about such things.
A little over a month ago, I requested the written manual by CIS email. No one
responded, so I later made a phone call. Nothing ever arrived.
Then, I heard news of a software update that everyone except me seemed to be
getting.
This weekend, I spent a horrible weekend trying accomplish a simple task with
Animator Studio. It was a simple "superimpose an object on a movie" task that
seemed impossible, because of the horrible documentation in Animator Studio and
what appears to be another software bug that I uncovered in certain compressed
files..
This prompted my original message on this forum.
Yesterday I called Autodesk on three separate occassions and still am
disappointed and unhappy.
The first call was to "Molly" who had no idea why I wasn't getting the software
update or the manual. She said that I definitely should have them both if I had
really updated. She then hinted darkly, "You are updated, aren't you?" She then
took my info down, as Autodesk representatives had done several times before
now, and informed me that her computer was down, so she could not help me
more…. She was not at all easy to deal with.
Hours later, I tried again, hoping to find the computer system at Autodesk
"working" and spoke to a very nice "Karen" who checked the computer to find
that I was indeed not registered to my software, but that she could register me
again. I indicated that I thought this to be odd since two months had passed
from the time I had mailed in my registration card. Her response: "Oh no
wonder you're not registered. It takes us forever to go through those!" She
offered to mail me the manual but said that there was no way that I could get a
speedy software update.
What the hell is going on here?
I called back to try to speak to someone "in charge" and got "Mike" who said
that he would see what he could do to get me a software bug-fix, but that he
could not promise anything.
I am now getting tired of being jerked around. Why do I need to whine to get
answers? Why do your people show such incompetence and unwillingness to help?
It is becoming clear that they will do everything in their power to simply get
the user off the phone, regardless of whether they actually help anyone.
I need help. It still appears that I am not getting the bug-fix anytime soon.
Steven Mussey