#3D-Studio Problem
10 messages in this thread
PMJI… Let me relate my problem upgrading AniPro. Sent my disk2 and check
for the 1.3 upgrade in mid-January. The dealer deposited the check within 2
days. But…the person who handled it has left. The dealer has no idea where
the disk is! They're not even sure they can get the upgrade without it…
Each time I need to do something, like get an upgrade or info, it seems like
I'm talking to people who are just hearing these words for the first time! I
say, "I'd like to get the AniPro upgrade", they say, "Ani Pro Upgrade???". And
I say to myself, "Ya, you idiot, the UPGRADE!!!" And…this is from an outfit
in New York City! Oh well…
Eli.
>> Each time I need to do something, like get an upgrade or info, it seems like
I'm talking to people who are just hearing these words for the first time!<<
Your dealer difficulties, though different in specifics, are comparable to mine
in frustration–and I'm in the Silicon Valley, fer chrissakes! My original
dealer ACTED knowledgeable, but wasn't. He made a few passes at helping me
solve my problems (which really led me into some blind alleys), but really knew
nothing about the problems that readers of this forum are quite familiar with.
In frustration I contacted Autodesk and was referred to another area dealer.
This guy readily admitted his ignorance of anything really technical and urged
me, in no uncertain terms, to subscribe to CIS and this forum. He even
encouraged me by describing ATO and TAPCIS as navigational ($ saving) aids.
IF AUTODESK HAD MADE THIS CLEAR AT THE OUTSET, I'da saved a lot of grief!
Hea guys
There are many dealers on the forum who are dedicated to the Autodesk product
line and keeping up with what is going on. I know that Greg Pyros on the West
Coast and I on the East coast have clients who purchased the product from
someone else but who we have and other dealers on this forum made arrangements
to provide phone support (not free of course). My suggestion to you would be
to post a message on the forum …
Dealer in XXXXX wanted! (fill in your state in the XXXXX)
If you get a reply of someone local who is also on the forum, chances are that
they will be able to provide the level of support you are looking for. I
wouldn't expect the support for free though. It takes a lot of time staying on
and participating on the forum and using the program to REALLY to keep up with
things and keep ahead of (or atleast up with) your customers. You will find
that dealers that provide a high level of support are
_actually_using_the_program. If they aren't, you can bet you'll be more expert
than they are within a month. With compition by "sales only" organizations out
there discounting the product heavily, its getting harder and harder for
dealers to maintain a high level of expertise on the software-only margin
dollars. You know what they say .. you get what you paid for.
I hope you can find a dealer your happy with…
Ang
Ang,
All I want is a dealer who can reliably get me the updates. Period. For
answers to questions…I come here! It should be easy – I tell him what I
want…I send him money…I pay him shipping…I get product…He pockets
profit. I can't figure out what part of this is so tough?! But for some
reason, he left out the part where I get the product and inserted a part where
I wait…and wait…and wait…
BTW, thanks for your suggestion…I intend to post a 'Dealer wanted' ad.
Eli.
Eli,
I can't understand what the update problems have been either. I've trained a
part time secretary to process all upgrades and follow-up progress. Autodesk
has made it pretty simple with their new upgrade proceedures now (all you need
to do as a dealer is take possession of the serialized diskette). Its all done
over the fax. The form the dealer has to fill out is ok as far as forms go,
and almost prompts you for the needed info.
If all else fails and your in the US, heck I'll update you the next release <g>
(I think I can update anyone … but if I sell the first copy I have to be able
to install it … I'll have to look at my contract). But you'd be better off
finding a local dealer you feel compfortable with.
Keep the faith ….
Ang
>> There are many dealers on the forum who are dedicated… [and] …
_actually_using_the_program…>>
Thanks Angelo, I see that clearly in this forum, and I do appreciate it! As
far as my current dealer, he has been quite helpful, but also quite candid
about his limited technical depth, and _that's_ helpful, too!
My gripe was that when I initially purchased 3DS (direct from Autodesk) they
assured me that, although they themselves would not provide me with tech
support, their dealer was highly trained and could fully support me. No
mention was made of ASOFT on CIS.
Carl:
>> …although they [Autodesk] themselves would not provide me with tech
>> support, [they said] their dealer was highly trained and could fully
>> support me.
Then it is fully within your rights to ask Autodesk for a more technically
astute dealer!
There is no excuse for a major accounts dealer, or any dealer for that
matter, not to know the product and it's environment! Excuse me for
expressing my personal views here, and I qualify them as such, but we, and
al the other good dealers have spent many tens of thousands of dollars on
training, classes, seminars, etc., to understand this field and be able to
properly support our clients.
I'll never win an award from Autodesk for being a 'high volume' dealer,
because I charge what I (and my clients) consider a fair price for my
services, which is higher than the 'box pushers' out there who keep winning
those bids form uninformed purchasing departments, and then must wait days
or weeks for basic support questions to be answered.
To see other dealers who are proud of their "limited technical depth"
really burns me! It's one thing in a bid situation to lose out to these
dealers, who don't have the overhead of well trained employees, because the
client is getting what he pays for, whether he/she realises it or not yet
(but he/she will!), but quite another for a major accounts dealer who's
margin is protected by Autodesk!
Forgive me my diatribe, but those of you who have followed this forum for a
while know I have to get it out of my system every few months of listening
to users who have been disappointed (to say the least) by their dealer's
lack of understanding of the most basic areas of the products they sell!
Greg Pyros
Greg,
After following your very valuable and super-fast responses to all sorts of
people in need of assistance — and the remarkable width and depth of your
knowledge — it sure seems to me that you are indeed a "model" 3DS dealer. The
dealers I talked with before I bought my first 3DS were not like you.
Maybe I should suggest to Autodesk that they put you in charge of dealer
selection, training, and retention. Tell me to whom I should write . . .
Alec Jason
Alec:
Thank you for your support! There are some really good dealers here on CI$,
also – Ang, Kevin, Evan, etc. just to name a few, but I am afraid these are
the exception, not the rule. Especially seeing all the messages bashing
uninformed dealers!
But then, I also see the messages asking "why can't I purchase 3DS at
Egghead or mail order?" Can't win!
Anyone can purchase a support contract direct from Autodesk. It's not well
known, but they offer one. It is $3,000 per year, though! It's much easier
to beat your local dealer down to giving you the software at cost, then
wonder why they don't know everything about it! Someone has to pay for this
dealer support and training! Unfortunately, when the public sees Lotus
1-2-3 offered at 35% off regularly, they expect the same for 3DS or AutoCAD!
Or maybe 3DS should sell for $4,000, with an 800 number for Autodesk direct
support thrown in! Like I said, someone has to pay for it! It's a shame
that the only one paying now is the dealer!
Greg (again dragged up on his soapbox) Pyros
>> Forgive me my diatribe… <<
Not at all. I appreciate hearing from you and feel validated by what you've
said. Thanks!