Posted by Mechanical Engineer
Day 1: my Autodesk CFD license just stopped working with no useful explanation or error message except "Autodesk CFD stopped unexpectedly.." This is mission critical software that I pay $6000 per year support and it hits my bottom line when not working so I am very upset and financially affected by this. I reboot my computer 2 times, next I try to stop the license server but it says it cannot stop the license. I give up and go to sleep for the night because support is not available.
Day 2: I called the help line and the first support person shunted me over to licensing and I waited 45 minutes with no answer or even estimate of wait time. I had to go to a meeting and so I dropped the call. I got no call within 2 hours so I called them again after my meeting and waited another 30 minutes. I had another meeting so I had to drop the call and went back to work. I then sent an email in reply to the case number email asking them to call me as soon as possible. I got no call today.
Day 3: I received a call at 1:47 AM while I was sleeping so did not answer but I got a voice mail message on my cell phone from a support person saying he could help me. I got an email at 2 AM in my morning saying he would help me but for another Autodesk product that sounded similar to mine but not the same, that tells me they did not look up my profile and did not even get the correct product. I wrote another email asking them to call me and telling them they got the wrong product. I got no call but got an email at 11 PM when I was asleep saying he could help me through remote session.
Day 4: I did not see last night's 11 PM message until 7:30 AM this mornign but I got right onto setting up the remote session but then I realized his time zone and discovered that he had already gone home for the day. Now it is day 4 of my Autodesk CFD nightmare and Friday morning so my support man has gone home for the weekend and I will not be able to get help until Monday morning.
This is totally unacceptable. I do not need support when I am sleeping, I need it during my daytime and I need it same day the problem occurrs. I use support maybe 1-2 calls per year and they collect $6000 every year for terrible service.
I have a lot of money invested in this software but I am looking for alternatives. I am currently testing out another supplier who I know gives me good call support on the day when I ask for it. I will never buy another product from Autodesk again and I certainly intend to tell everyone about my ordeal. What a nightmare! This company failed me.