Autodesk products
8 messages in this thread
[either of my] any of my To whom it may concern:
After waiting for 3 weeks to get my copy of Animator Pro, it finally did arrive
today: with two disk #5's and no disk #4! Needless to say, I could not complete
the installation because of the missing disk. I have called the dealer I
purchased it from, told him to send a courier to get it from me tomorrow, and
to issue me an immediate full refund. This is simply unacceptable and has been
the biggest software purchase hassle I've ever had. Autodesk customer support
has not returned either of my calls. I will not be purchasing any more Autodesk
products in the future. I'll continue to use Multimedia Explorer (which I
purchased a year ago) until Macromedia Director for Windows comes out later
this year. Autodesk, please wake up. Your customer support is lousy, and
evidently your quality control isn't so hot, either.
Maura; Hi. I saw your complaint, and though I can sympathize with the
frustration of a package with a wrong disk in it, I've had this happen from
many companies over the years. I don't work for Autodesk, and I'm not a
salesperson. I'm a product support tech. I don't doubt that something beyond
your control has jostled your schedules, but you're going to see this kind of
thing happen with many companies. Ultimately you may want to consider your
decision-basing on product capabilities and future, not just a screw up by one
(or even two) individuals. There are good/bad dealers everywhere for all
products. I've bought great cars from lousy car dealers. So I went looking for
the same car I wanted from a different dealer. And I've had car screw ups where
the car had to be returned. Nonetheless, it was a good car. I'd just hate for
you to lose out on a great product because of some human negligence… it
certainly doesn't reflect on "all of Autodesk" though. -dave
Hi Dave. I have bought a ton of software over the years, and this is the first
and ONLY time that I've had any type of problem. I waited almost a month to get
it, then when I finally did, it was unusable. Autodesk customer support has not
returned ANY of my calls. Sorry, but it does reflect badly on Autodesk, and I
will continue to animate in CorelMove, Multimedia Explorer, and Strata Vision,
which now can export to the .FLC format anyway. I'm not the only one that has
these types of complaints about Autodesk, and I think that maybe the company
needs to restructure the way it deals with customer complaints and quality
control issues.
Regards, Maura
Maura,
I've forwarded both of your recent messages to customer
service.
jonas[adesk]
Thank you! I appreciate the time the tech support personnel have taken in this
forum to forward my mail. I spoke yesterday with several Autodesk managers/reps
and the problem has now been taken care of.
Regards, Maura
Maura,
Glad to be of service. 🙂
jonas[adesk]
Maura,
Thanks for posting your concerns and documenting your experience. We forwarded
the thread about your experience to Customer Service as well as the Product
Manager for Autodesk Animator (Laura Kawazoe). Laura called me to talk about
your problem, then called Customer Service. I do not know what happened at
that point, but I'll let you know.
I can understand your desire to drop Animator Pro – I might have too, seeing
all that you've been through. I will continue to pursue this issue to find out
what happened and let you know. Hopefully others will not have similar
experiences.
Nik
Thank you. I spoke yesterday with several managers/reps and my concerns have
now been taken care of. What's interesting to me is that my beef was with
customer service–so I left messages in this forum, hoping to attract their
attention. Instead, I got tech support personnel helping me. This is great–now
I know where to leave my mail with technical questions. Thanks!
Regards, Maura
p.s. FYI, all it takes to make me happy is a simple return phone call saying
"we're backordered but we will get to yours as quickly as possible". That I can
live with. The icing on the cake for me was to finally get the product, but
have one disk missing. Now I'm waiting on a replacement disk, which will
hopefully arrive today.