Category: <span>Customer Service</span>

Category: Customer Service

AutoCAD 2017, Bug, Customer Service, Other Sites, Web Stuff

Magical disappearing AutoCAD 2017.1 crash information

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In preparing to write something about the AutoCAD 2017.1 non-subscription-only update, I came across something slightly strange. Google AutoCAD 2017.1 crashes and you will probably see something like this: What happens if you click that link? Nothing useful. You’re just taken to the landing page for the Autodesk Knowledge Network. The Google cached version of the link takes me to 404 land. Searching within the Autodesk Knowledge Network doesn’t produce relating to the crash in the original link, which seems to be language-pack related. The search wasn’t entirely fruitless, because I did discover that 2017.1 breaks linetype preview images for …

Autodesk, Customer Service, Fail, Tip, Web Stuff, Win

How to download Autodesk software without the Akamai download manager

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Note: this post is now out of date. AVA no longer provides the facility mentioned here. Instead, it tries (and fails) to be clever. For reasons beyond my understanding, Autodesk chooses to make life difficult for customers and prospective customers who want to download its products by imposing the use of a download manager (DLM) by Akamai. You really don’t want to let such a thing loose on your system even if it works, for reasons that have been explained in previous posts. Until a couple of years ago, Autodesk allowed prospective customers to get at a direct download link …

Announcement, Customer Service, Other Sites, Web Stuff

Autodesk Answer Day – 27 October 2016

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Autodesk is holding another Answer Day to encourage you to use the Autodesk Community (discussion forums). Hop along and get answers to your questions (hopefully), because this is a special day where Autodesk people will attend and be responsive. Here is the announcement. When is this event, exactly? Join us on Thursday, Oct 27th from 6:00am to 6:00pm Pacific Time. Autodesk, if you’re promoting a “global event”, please try to remember that the globe extends beyond the West Coast of America and include UTC (GMT) times in your announcements. Most of us know where our time zones are in relation …

AutoCAD, AutoCAD 2017, Autodesk, Customer Service, Fail, Rental, Subscription

When is a subscription-only update not a subscription-only update?

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Before I get started, I want to clarify the meaning of the word ‘subscription’. For about 15 years, the word Subscription (note the initial capital) meant something specific for Autodesk customers. It meant you had bought a perpetual license and instead of paying for periodical updates, you paid for a year’s Subscription in advance. In allowed access to any new release that appeared during that year plus various other benefits. That thing that was once called ‘Subscription’ has now been renamed ‘maintenance’ (no initial capital) in Autodeskspeak. So what does ‘subscription’ (no initial capital) mean? Rental. You pay in advance …

AutoCAD 2017, Autodesk, Customer Service, Rant, Rental, Subscription

Autodesk excludes maintenance customers from AutoCAD 2017.1 update (Edit: actually, it doesn’t)

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Edit: it turns out that when Autodesk said this was subscription-only, that wasn’t true. See my later post for details. A mid-term update containing a bunch of useful stuff, AutoCAD 2017.1 is the first update made available exclusively to subscription customers (renters). I’d love to tell you about how great this update is, but I can’t because I’m not allowed to use it. If you’ve been a loyal customer of Autodesk for 30 years and have paid countless thousands for your software, upgrades and Subscription (now called maintenance) over those years, even if you are right now still paying maintenance …

Autodesk, Customer Service, Polls, Rental, Thoughts

How do I know most Autodesk customers don’t want rental?

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In a recent comment, I was asked how I know Autodesk’s move to all-rental is the opposite of what customers want. Have I conducted research? This is an excellent question and deserves a proper answer. So how do  I know this? Why am I so convinced? There are several independent sources of evidence, one bit of critical thinking and one undeniable proof. They all point in the same direction. First, a bit of evidence. There are many public places on the Internet where this issue has been discussed, including Autodesk’s own discussion groups. The viewpoints expressed everywhere are overwhelmingly against …

Autodesk, Bentley, Bricsys, Customer Service, Fail, Other Blogs, Rant, Rental, Spin, Subscription, Thoughts

Battle of the Bullshit part 2 – Autodesk’s sophistry

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In my last post, I gave Bentley a well-deserved slap for, er, saying things that perhaps weren’t entirely factual. Now it’s Autodesk’s turn. What’s this about? Carl White, Senior Director of Business Models at Autodesk, wrote a blog post Not so fast Bentley: Separating fact from fiction responding to statements made by Bentley in its press release Bentley Announces Autodesk License Upgrade Program. Some of Carl’s observations on Bentley’s claims were perfectly valid, but unfortunately he went beyond that and wrote a few more things – “facts” – where he’s on shakier ground. Let’s examine Carl’s interpretation of reality, shall we? …

Autodesk, Bentley, Customer Service, Fail, Other Blogs, Rant, Rental, Spin, Subscription, Thoughts

Battle of the Bullshit part 1 – Bentley’s terminological inexactitudes

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I note with interest the blog post Not so fast Bentley: Separating fact from fiction by Carl White, Senior Director of Business Models at Autodesk. In this, he responds to statements made by Bentley in its press release Bentley Announces Autodesk License Upgrade Program, stating: Earlier this week, Bentley announced an “upgrade program” for Autodesk customers. We found the offer to be disingenuous and mischaracterizes what Autodesk offers our customers. OK, let’s have a look at what Carl is complaining about. Here’s one Bentley statement that could be considered questionable: For consideration by owners of Autodesk perpetual licenses facing Autodesk’s imminent deadline for …

AutoCAD 2017, Bug, CAD Management, Customer Service, Customisation, Development, Fail, Other Autodesk Products, Other Blogs

Hotfix for AutoCAD 2017 SP1 Autoloader bug

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As reported earlier, AutoCAD 2017 SP1 breaks third-party add-ins that use the officially approved Autoloader mechanism. Autodesk is to be commended for acting quickly to produce a hotfix for this. In order to make this hotfix available quickly, Autodesk has taken the very unusual step of allowing a third party to distribute it. See this post from Jimmy Bergmark, who pointed out the bug in the first place. Kudos to whoever at Autodesk made the call to think outside the box to do this. It’s a very un-Autodesk Corporate thing to do, and particularly commendable for that very reason. It’s …

AutoCAD, AutoCAD 2017, Autodesk, CAD Management, Customer Service, Development, Fail, Nostalgia, Other Blogs, Rant

AutoCAD 2017 Service Pack 1 is out but you probably don’t want to install it

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As reported by Jimmy Bergmark, AutoCAD 2017 SP1 will break add-ins that use Autodesk’s built-in autoloader mechanism. It looks like it’s a problem caused by third party applications, but it’s not. It’s entirely Autodesk’s fault. The only fix at this stage is to uninstall SP1. It’s astonishing that Autodesk would release a service pack like this, introducing a nasty bug that will break customers’ existing functionality. This reminds me of the comedy of errors that was AutoCAD Release 13 with its multitude of updates, many of which introduced new bugs as well as fixing others. AutoCAD 2017c4a, anyone? If you needed …

AutoCAD, Autodesk, Customer Service, Other Autodesk Products, Subscription

Last chance to buy Autodesk software – should you take it?

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If, like me, you’ve been receiving increasingly eager Autodesk emails urging you to action, you’ll already be aware that Autodesk will end the sale of its last remaining perpetual license software lines on 31 July 2016. The End Time has already arrived for AutoCAD, so the only way you can now buy any form of AutoCAD perpetual license is as part of a Suite, and you must also commit to a maintenance plan. Of course, any Suite is substantially more expensive than AutoCAD, both in terms of initial cost and ongoing maintenance fees. However, if you only buy software and …

Autodesk, Customer Service, Fail, Microsoft, Navel Gazing, Rant, Tip, Web Stuff

Microsoft demonstrates why automatic updates are a terrible idea. Listening, Autodesk?

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I like Windows 10. After some investigation and with some trepidation, I have upgraded two Windows 7 computers and one Windows 8 (ugh) computer to Windows 10. In use, I’m generally very happy with it. It boots fast, works well and most of the more ridiculous aspects of the Windows 8 “let’s assume your computer is a phone” interface are gone. The fact that I can scroll windows using my mouse wheel without first clicking on those windows to obtain focus is a real productivity plus. I would be happy to recommend Windows 10 to all Windows 8 users and …

Autodesk, Bricsys, Customer Service, Fail, Rental, Spin, Subscription

Disaster in progress – Autodesk’s all-rental plans are failing

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This post originally contained assertions about Autodesk’s financials that were based on flawed understanding, and has been removed. It’s not really possible to delete things from the Internet, so if you ever want to relive the joy of seeing me get things spectacularly wrong, feel free to use the Internet Archive to do so.

AutoCAD, AutoCAD 2017, Cloud, Customer Service, Fail, Rant, Web Stuff

Autodesk desktop app. Worst. Name. Ever. Is the product better than the name?

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Autodesk wants your software to be automatically updated so you’re always running the latest version. Let’s pretend for a moment that this is a good idea and have a look at how Autodesk now attempts to do this. For the previous couple of releases (2015/2016), this has been done using Autodesk Application Manager. For 2017, this has been replaced by Autodesk desktop app. Even if you haven’t installed any 2017 products, you may have already seen this kind of thing pop up. Repeatedly. Note how there’s no obvious “stop nagging me and leave me alone” option. Autodesk Application Manager’s settings …

Autodesk, Customer Service, Other Sites, Web Stuff

Autodesk Answer Day – 18 May 2016

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Autodesk is encouraging you to use the Autodesk Community (formerly know as forums, discussion groups, newsgroups, etc.) to get answers to your questions by setting up a special day where Autodesk people will attend and be responsive. I don’t know if this includes responding to people’s concerns over Autodesk ending the sale of perpetual licenses, but it’s worth a try anyway. The forum for discussing that particular issue is somewhat hidden. It doesn’t appear among the list of forums, so you would only know it existed if you happened to pick on the Installation and Licensing link and had a …

AutoCAD, Customer Service, Development, LISP, Other Products, Win

Shout out to Robert McNeel & Associates

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Let’s start the rebirth of this blog on a positive note. I’d like to express my gratitude to Robert McNeel & Associates for what must surely be the most outstanding example of long-term customer service in the CAD industry. These days, McNeel is best known for the 3D modelling software Rhino. I have heard good things about this product, but have never used it. However, I am a long-term user of another McNeel product, DOSLib. This is an extensive set of functions that adds greatly to the functionality of AutoLISP. It all works very well and has saved me many hours …

Autodesk, Cloud, Customer Service, Fail, Fun, Other Blogs, Spin

Don’t be a technology lemming

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In response to Shaan’s variant on the old “if you question the value of any change you must be a Luddite” argument, I was going to write a lemming-based parody. I didn’t, mainly because I didn’t want to perpetuate the lemming mass-suicide misconception. Instead, I’ll answer the point more directly. Autodesk will acheive better success in convincing customers about Cloud computing and other concepts by actively and interactively engaging with them. Addressing their specific and legitimate concerns has a chance of success if the concepts have merit. Insultingly likening customers to allegedly stupid animals isn’t going to convince anyone. Besides, the point …

Autodesk, Cloud, Customer Service, Nostalgia, Other Autodesk Products, Other Sites, Polls, Spin

MDT users and other Autodesk orphans, let’s have your good news stories!

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I was going to ignore this subject, but I’ve changed my mind because it allows me to post something positive about Autodesk. After all, I do try to post positive things; it’s hardly my fault that Autodesk has a habit of making it difficult. In upFront eZine #756, Autodesk’s Andrew Anagnost (or was it Clay Helm?) had the following to say, and must say I agree totally with the first sentence: The best evidence is how we have behaved historically. When we included Mechanical Desktop with Inventor, the media complained that we were killing Mechanical Desktop; you were probably one of …

Autodesk, Cloud, Customer Service, Fail, Other Autodesk Products, Spin, Web Stuff

Who is telling the truth in Autodesk’s Cloud PR trainwreck?

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Does Autodesk intend to move all its applications exclusively to the Cloud? That is, online only and no longer available on the desktop? Autodesk people who say yes: Carl Bass, CEO Phil Bernstein, Vice President, Building Industry Strategy and Relations Scott Sheppard, Autodesk Labs Software Development Manager (with private Cloud caveat) Autodesk people who say no: Kenneth Pimentel, Director, Visual Communications Solutions Andrew Anagnost, Senior Vice President of Industry Strategy and Marketing Clay Helm, Public Relations Manager for Manufacturing, Cross-Platform, Sustainability, and Consumers Various other underlings who make reassuring but non-specific noises about expanded choice, or who admit to inconvenient …

Autodesk, Customer Service, Nostalgia, Rant, Spin, Subscription

Autodesk confirms outrageous upgrade price increase

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As I indicated in May, Autodesk will be increasing the cost of upgrades to 70% of the full retail cost of a new license. This renders it totally pointless upgrading Autodesk software at all, which is obviously Autodesk’s intention. This change probably won’t affect many people, as those who have chosen to stick with Autodesk despite everything have already been effectively forced onto Subscription. Anyway, here’s the confirmation from Autodesk: In early 2013 Autodesk will simplify the current upgrade pricing model, which may affect pricing and/or eligibility for upgrades.  Autodesk is providing advance notice to help ease the transition and …