Revit Support Requests Going Unanswered

[Mr Spot]

Has anyone else notice the subscription centre support requests being rather slack as of late? We have 5 outstanding high priority support requests and haven't received a response on one of them... Which is odd as we normally receive such quick responses, even if they are "your support request has been upgraded to a development issue...etc etc"

[Chad Smith]

I can confirm that. I have 3 outstanding requests which range from 1 to nearly 2 weeks old.

[Chad Smith]

I would like to follow up on the condition of Autodesk's support.
Can anyone from Autodesk confirm that there are actually support people attending to requests? None of mine from as far back as 2.5 weeks have been answered or even commented on. Are they on holiday?

[Steve_Stafford]

(I split this thread from my reminder to make support requests)

Support is alive and well as far as I can tell. Don't work for Autodesk so I have no idea why your requests have gone unanswered. Have you followed up with an additional comment in the request just to flag it?

I submitted one issue last week and received a response in less than 30 minutes via E-mail, the default reply. Then before the end of the day I received an actual reply from a support person. A few days later having replied and resolved the matter they asked if we could close the issue. The problem had been identified and patched for the next release.

The issue is selecting a split schedule then inadvertently selecting the last column width grip in the second section, dragging it over the first section of the schedule. Instead of using the move 4-way arrow. It causes Revit to freeze.

[Chad Smith]

Have you followed up with an additional comment in the request just to flag it?Yeah, I followed up on all requests last week to bump them back into the queue. The support system is currently down for service so I can't check if anyone has replied, I certainly haven't received no emails.

[Mr Spot]

We now have 6 outstanding requests.

5 High Priority and 1 Critical.

The Critical issue is now 4 days old and has received no response other than the automated one.

The high priority issues vary from a 2 to 5 weeks old. None of which have been answered other than automated replies. I have also followed all of them up. Maybe its something to do with the new support update that's currently going on?

Normally i've received excellent support but at the moment it seems autodesk's support department have clearly dropped the ball...

[BWG]

I just sent two in last week and got answers back within 2 hours.

[bowlingbrad]

Chris,

Have you thought that maybe it's you? ;) ;)

[Steve Mintz]

I've recieved support and closed about 5 non-critical issues within 48 hours, usually less. The two critical issues we have are still open, going on 6 days now.

[Wes Macaulay]

I think Chris is in the Asia-Pacific region (APAC) and thus is supported by a different arm of Autodesk than those of us in the Americas or Europe/Middle east (EMEA). So that could explain why they're not getting back to him as quickly?

[Mr Spot]

I think Chris is in the Asia-Pacific region (APAC) and thus is supported by a different arm of Autodesk than those of us in the Americas or Europe/Middle east (EMEA). So that could explain why they're not getting back to him as quickly?
True. It appears that APAC Autodesk are on holidays :)

Hope it isn't me... I try to be nice most of the time :)

[Mr Spot]

Still no responses? A wonder if there are any more Aussies having this problem other than Chad and I?

[Chad Smith]

I got one reply on Wed 10/05/06, which was along the line of 'It's a know problem, and there might be a tentative fix soon' standard kind of reply, but my others are still unanswered.
It'd be nice to hear from any Australians who have had any support requests answered, and how recent they were.

[Mr Spot]

Okay, interesting I filed a new support request for one of the issues and advised them of my other issues. It appears all those requests filed over that particular period disappeared into cyberspace so i'm now going to re-send them all... Yay, i love uploading 100MB files multipe times...

Atleast we may get some issues resolved though.

[Chad Smith]

The last of my support requests from 4.5 weeks ago :shock: have finally been answered. I guess better late than never.

[BillyGrey]

I hope the folks in San Rafael are listening, Chad.

[beegee]

The folks in San Rafael don't handle APAC support.




I hope the folks in San Rafael are listening, Chad.