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If you’re a major company and your various web-based services have evolved over time, you may have a proliferation of user IDs and some other issues to tidy up. You may be tempted to have a major overhaul. If you think your reputation among your customers isn’t low enough and you desperately want this update [...]  1 October 2008, 3:44 pm |  4 comments | Tags: Autodesk, Bug, Cluelessness, Customer Service, Feedback, Newsgroups, Ouch, Rant, Sarcasm, Web Stuff | Category: Autodesk, Autodesk University, Bug, Customer Service, Performance, Rant, Tip, Web Stuff The Autodesk discussion groups are currently working. They are also still irresponsibly displaying people’s email addresses as visible user names. If you’ve posted to the discussion groups in the past, I suggest you check to see if your email address is out there for the spambots to pick up. There is now a feedback [...] 26 September 2008, 12:36 pm |  One comment | Tags: Autodesk, Bug, Customer Service, Feedback, Newsgroups, Web Stuff | Category: Autodesk, Bug, Customer Service, Rant, Tip, Web Stuff You’re exposing some people’s email addresses as user names. Not mine, as far as I can tell, but it’s hard to say for sure because the search is broken. Anyway, this is very obviously A Bad Thing and you should not be allowing the site to be publicly visible that state. 25 September 2008, 12:09 pm | 3 comments | Tags: Autodesk, Customer Service, Newsgroups, Web Stuff | Category: Autodesk, Bug, Customer Service, Web Stuff As I’m typing this, the Autodesk discussion groups are down for maintenance again. Let’s hope that when they come back up, some of the problems are fixed. In the meantime, if you’re an AutoCAD user and have something to ask or say, where can you go? Here are a few suggestions. I like the [...] 25 September 2008, 10:28 am | 3 comments | Tags: AUGI Forums, Autodesk, Cadalyst, Customer Service, Dear Autodesk, Newsgroups, Take 5, The Swamp, User Reaction, Web Stuff | Category: Autodesk, Bug, Customer Service, Development, LISP, Tip, Web Stuff When you start using the new AutoCAD discussion groups, in addition to the broken search facility, you will have other issues to deal with. There’s a new editor with lots of features and lots of problems. Quoting formatted messages results in a mess. Switching from one tab to another messes up your text. Submitting [...] 24 September 2008, 4:14 pm | 3 comments | Tags: Autodesk, Customer Service, Newsgroups, Rant, User Interface, User Reaction, Web Stuff | Category: Autodesk, Customer Service, Rant, Web Stuff As I mentioned yesterday, the Autodesk newsgroups have been overhauled. After spending yesterday going up and down like a whore’s drawers*, the site is now up, albeit still not 100% of the time. At this stage, newsreader users appear to be generally unaffected by negative issues, which is a pleasant surprise. The space efficiency [...] 24 September 2008, 10:45 am | Leave a comment | Tags: Autodesk, Customer Service, Newsgroups, User Interface, User Reaction, Web Stuff | Category: Autodesk, Customer Service, Web Stuff Right now, the Autodesk Subscription site is back up, although some people are experiencing problems. As an Aussie, I approve of the new Subscription slogan that starts with “No Worries”, even if it’s not yet accurate. Product Activation is requesting a logon, but I haven’t gone any further than that, so it may or [...] 23 September 2008, 11:57 am | Leave a comment | Tags: Autodesk, Autodesk University, Customer Service, Web Stuff | Category: Autodesk, Autodesk University, Customer Service, Web Stuff Autodesk is in the middle of a big site overhaul at the moment, with many services unavailable. For example, attempting to log into Subscription Support gives me this: The Subscription Center is currently undergoing maintenance. You will not be able to access the Subscription Center during this time. Support Request is also undergoing maintenance. [...] 22 September 2008, 12:38 pm | 5 comments | Tags: Autodesk, Autodesk University, Customer Service, Web Stuff | Category: Autodesk, Autodesk University, Customer Service, Web Stuff I’ve been dealing with Autodesk in various ways for 23 years and have had a variety of experiences as a result; some good, some bad. The provision of the license codes needed to keep AutoCAD running has historically been pretty good. No longer. I’m currently going through the worst Autodesk customer service experience in [...] 25 June 2008, 11:59 am | One comment | Tags: Autodesk, Customer Service, Incompetence, Policy, Rant, Registration, Subscription | Category: AutoCAD, Autodesk, Customer Service, Rant What’s the longest you’ve waited on hold? I broke my own personal best last week when I rang my bank. I phoned up, went through the menu system, typed in my account number and was advised that there could be “some delays” due to “technical difficulties”. I left the phone on speaker and went [...] 2 March 2008, 4:23 pm | One comment | Tags: Bank, Customer Service, On Hold, Rant | Category: Customer Service, Rant My last customer service story was about McDonald’s. This one is about Donald Mc., but there the similarity ends. After I returned from Autodesk University 2006, I decided to buy a DVD from the comedian that Autodesk put on before the Blue Man Group, Don McMillan. As you’re reading a CAD blog, you are [...] 28 February 2008, 12:56 pm | One comment | Tags: AU2006, AutoCAD, Autodesk University, CD, Comedy, Customer Service, Don McMillan, DVD, Video | Category: AU2006, Autodesk University, Customer Service, Fun I have a few customer service stories to share. Most are about bad service, but one is about very good service indeed. This isn’t that story. It’s a rant, but it’s true, and it is offered here for your amusement. A couple of years ago I took my eldest daughter L to a school [...] 22 February 2008, 8:07 pm | Leave a comment | Tags: Customer Service, McDonald's, Rant | Category: Customer Service, Fun, Rant |
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