Tag Archives: Customer Service

Bricsys shows Autodesk how to do mid-term updates – again!

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BricsCAD V18.2 for Windows is out. The new stuff in this mid-term update is again showing up Autodesk’s lack of progress with its once-flagship product, AutoCAD. I’m sure Autodesk would love customers to accept that there’s only so much anyone can do with a DWG-based CAD product once it reaches a certain level of maturity. Customers should get used to nothing of significance being added year after year. Diminishing returns, and all that. Pay to continue using the product, but don’t expect it to get better.

What a shame for Autodesk, then, that Bricsys exists. By consistently providing a raft of significant improvements with each full and mid-term release, Bricsys shows up that idea as nonsense. It’s perfectly possible to keep improving CAD at a very rapid rate, particularly if you’re not worried about competing with other products in your range. There’s a reason AutoCAD’s parametrics are restricted to 2D, and BricsCAD’s 3D parametrics in a DWG product proves that the reason isn’t technical. It’s strategic. Also strategic is cutting the guts out of an already much-weakened AutoCAD team, because you would really prefer your customers to be using your trendier and/or more expensive products.

I should point out that BricsCAD V18 customers who have a perpetual license, even without maintenance, will be receiving V18.2 with all its improvements free of charge. Contrast that with Autodesk, which is, despicably, withholding even bug fixes from selected customers. Autodesk’s attitude to customers who aren’t constantly paying up front is one of utter contempt. Autodesk feels entitled to your money; Bricsys wants to earn it.

So what’s Bricsys done to earn your money with BricsCAD V18.2?

Mostly, it’s lots of relatively small-sounding things that add up to significant productivity enhancements. There are several items that are playing catch-up to AutoCAD, such as long-overdue in-place text editing. There are big performance improvements in drawings with PDF underlays due to a smart multi-resolution cache mechanism. The 3D-to-2D generation mechanism has also been significantly sped up. Constraints (2D and 3D, unlike AutoCAD) are easier to create. Several 3D direct modeling operations have been made easier. That also helps with sheet metal design, which has seen other improvements.

In Bricsys BIM V18.2, a lot of smarts have been added. The mechanism for converting CAD models (including those made in BricsCAD Shape) to BIM models, BIMIFY, already did some fascinatingly clever things, but that’s been improved further particularly in the areas of structural member and room recognition. For those of us in Australia, support for our steel sections is very welcome.

For me, that’s not the big news. Oh, no. The big news for me is a thing called BLADE – the BricsCAD LISP Advanced Development Environment.

If you’re a CAD Manager or in-house developer and you’ve been waiting until BricsCAD had VLIDE, wait no longer. But this isn’t just catch-up. This is a big leapfrog over Autodesk’s sadly neglected IDE for CAD’s primary user programming language. There’s so much good stuff in BLADE that I can’t hope to do it justice here, so I will be covering it extensively in future posts. For now, here’s a statement for you:

If you program in AutoLISP or Visual LISP, you should be doing it in BLADE.

It’s that good. Really. Watch this space for details.

The download is small, the install is fast, it won’t harm your AutoCAD installation, and you can evaluate it free for 30 days. Links:

Logitech demonstrates the power of the cloud and cops a bloody nose

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I’ve been a pretty satisfied customer of Logitech products for some years. The mice, keyboards, webcams and 3D controllers (branded as 3DConnexion) I’ve used have generally been well designed, well built and long-term software support has usually been very good (with an exception or two). So it’s with some regret that I have to report them as an example of what not to do in customer service.

Logitech recently sent this email to customers of its Harmony Link universal remote control:

This is an important update regarding your Harmony Link. On March 16, 2018,
 
Logitech will discontinue service and support for Harmony Link. Your Harmony Link will no longer function after this date.
 
Although your Harmony Link is no longer under warranty, we are offering you a 35% discount on a new Harmony Hub. Harmony Hub offers app-based remote control features similar to Harmony Link, but with the added benefit of the ability to control many popular connected home devices. To receive your discounted Harmony Hub, go to logitech.com, add Harmony Hub to your cart, and use your personal one-time promotional code […] during checkout.
 
Thank you for being a Logitech customer and we hope you will take advantage of this offer to upgrade to a new Harmony Hub. If you have any questions or concerns about Harmony Link, please email the Harmony customer care team.
 
Regards,
 
Logitech Harmony Team

This isn’t just a matter of no longer supporting an old product (and it’s not that old, anyway – it was still sold directly 2 years ago and old retail stock has been sold until a few months ago). It’s a matter of actively disabling all instances of a product from afar, world-wide.

That’s right, Logitech has demonstrated the (destructive) power of the cloud by using it to remotely kill your perfectly functional device. If it’s out of warranty, send Logitech more money for a newer one. No guarantees on how long it will be before the replacement gets the remote kill-switch treatment.

As you might expect, customers weren’t overjoyed at being treated in this way. Threads popped up on the Logitech forums (where the words “class action lawsuit” were auto-censored), Reddit, Twitter, and as comments on various IT news sites that reported on Logitech’s move.

The supposed reason for Logitech’s decision seemed to make no sense:

We made the business decision to end the support and services of the Harmony Link when the encryption certificate expires in the spring of 2018 – we would be acting irresponsibly by continuing the service knowing its potential/future vulnerability. Our system shows this product, which was last sold by Logitech in fall of 2015, had a small active user base.

Such certificates are commonly purchased and renewed by hardware and software companies for relatively tiny amounts of money. It would have cost Logitech less to renew a certificate than it would to have someone write the explanation about why they weren’t doing it. Very odd. As a business decision, it sucks. It also exposes Logitech management as utterly out of touch with the reality in which their customers live.

In a reaction that should have come as a surprise to nobody (but apparently did to Logitech), pretty much everybody gave the company a major roasting. Many people pointed out that such a move would be considered illegal in their countries (including mine), or at best (for Logitech) it would entitle the customer to a full refund from the retailer. Many people promised to never buy anything from Logitech in particular, and any device capable of being remote-bricked in general.

Once it became apparent that this was a major PR disaster, Logitech did a belated partial U-turn and extended the offer of a free replacement to customers with units that were out of warranty.

“I made a mistake,” head of Logitech Harmony Rory Dooley explains to Wired. “Mea culpa. We’re going to do right by our customers, and do the right thing.”

This reminds me of those politicians who get caught out misusing expenses who then say sorry and offer to pay back the ill-gotten gains, as if that’s enough to get them off the hook. Nope. Too little, too late.

Logitech, you just destroyed a whole bunch of customer trust. How valuable is that to you? How much is it going to cost you in sales? How much will it cost you in marketing to try to regain it? It stands to be a fair bit more than the cost of updating a certificate, I would guess. And you’re still bricking a whole bunch of perfectly functional devices. How is that environmentally responsible?

The idea of any product that can be remote-disabled or even reduced in functionality by anybody should be anathema to all of us. Any product. Not just gadgets. (How’s your internet-reliant juicer going? Oops.) Oven, garage door, fridge, car (Tesla can do this), hardware, firmware, software. Yes, software.

This, ladies and gentlemen, is why we don’t do CAD in the cloud. I’ve explained years ago how cloudy CAD adds multiple points of failure. I’m still not wrong about that. One of those additional points of failure is when the vendor decides to stop offering the service. And, of course, the same applies to subscription software, even when it’s not cloudy. The vendor loses interest and you’re left high and dry.

Don’t think it won’t happen. It happens repeatedly and will continue to happen. Don’t be a victim when it does.

Autodesk resellers also appear dissatisfied with Autodesk

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I have closed the three satisfaction rating polls I started a couple of months ago and have reported the results individually. This is the final post on this set of polls.

The usual caveats about online polls apply. Please note that for most of the poll respondents, I have no way of knowing if they really are/were resellers. Whoever they are, it would appear that the sentiment is global; over ten countries are represented in the voting logs.

Although this poll appears to indicate that Autodesk is even less popular with its resellers than it is with its customers, the difference is not statistically significant. Also bear in mind that the number of respondents is smaller here than in the related polls. That should be expected, but accuracy is suspect with numbers this small.

With that in mind, here’s how the averages look. The mean rating is 2.55, the median is 1 and the mode is 0. Very dissatisfied respondents outnumber very satisfied ones by nearly eleven to one.

If this result has any validity, it’s an indictment on Autodesk’s relationship with its most important business partners.

Why would resellers be unhappy? Well, Autodesk is gradually eating up their market share by selling direct in bigger and bigger numbers. Resellers have had to act as the meat in the sandwich as Autodesk’s policies get more and more aggressively anti-customer. Trying to sell expensive rental software to smart people with calculators can’t be easy, especially if your heart’s not in it. If you’re a reseller that has worked hard over decades to build up a great relationship with your customers and Autodesk has damaged that relationship (in some cases beyond repair), you’re probably not pleased about that, either. And if you’re a reseller that has lost half its income over the last few years and has had to lay people off, you’re unlikely to rate Autodesk highly for satisfaction.

Is that what’s happening?

Feel free to comment here if you wish to discuss any aspect of this. Resellers in particular are welcome to expand on the reasons for their dissatisfaction, or to offer a counterpoint. Are you a happy Autodesk reseller? Or a customer that has had a candid discussion with your reseller on the state of play? Let’s hear from you. You don’t have to identify yourself accurately unless you want to and I will of course respect your privacy.

I have closed the three satisfaction rating polls I started a couple of months ago and will be reporting the results individually. The usual caveats about online polls apply.

This poll indicates that Autodesk customer satisfaction levels are perhaps not quite as elevated as they could be. The mean rating is 2.75, the median is 2 and the mode is 0. Yes, zero. Very dissatisfied customers outnumber very satisfied ones by nearly ten to one. That’s pretty emphatic.

If Autodesk had left its policies alone and tried to run a huge PR campaign to deliberately make itself as unpopular with its customers as possible, I doubt that it could have achieved anything like this poor a result. Congratulations, I guess.

Although this is an appalling result for Autodesk, it should come as no surprise to anyone. This reflects the sentiment I see pretty much everywhere, in a wide variety of online forums and when talking to all sorts of people in person.

Lesson for the day: there’s no point in spending a billion dollars a year on marketing if you’re going to do things that make you about as popular as a fart in an elevator.

I have closed the three satisfaction rating polls I started a couple of months ago and will be reporting the results individually.

Let’s start on a positive note. The poll indicates that in general, you’re reasonably happy with your Autodesk resellers. The mean rating is 6.04, the median is 7 and the mode is 8. Given the unpopular message they’ve had to pass on lately, I think this is a pretty positive result.

Feel free to comment here if you wish to discuss any aspect of this. Are you happy with your reseller?

Repost: Autodesk Subscription – it could be worse

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This is a repost of Autodesk Subscription – it could be worse from 18 April 2010.

I’m posting this to show that I’m not just having a go at Autodesk’s policies because they’re from Autodesk. I’m having a go at those policies because they are reprehensible. Whoever it is that’s being anti-customer, spinning bullshit, or otherwise misbehaving, they can expect to receive a brutally honest critique here.

It’s interesting that in this old post I pointed out that this policy was bad business. (Not quite the expression I used, but the sentiment was there). My agreement with Buzz Kross on this subject goes back seven years, even though I only just discovered that was the case!

  • 2010: Autodesk Subscription – it could be worse
  • 2017: Autodesk subscription – it is worse!

The old post is below the line. Some of the old links are broken, but some work and provide a fascinating insight into how customers – anybody’s customers – view the idea of being charged to fix defects. Enjoy.

I’m still looking for your questions about Autodesk Subscription and upgrade policies and pricing. No matter what you think about that, you have to admit that Autodesk’s current policies are less anti-customer than those inflicted on SolidWorks users.

Disallowing bug fixes for non-subscription customers is reprehensible, no matter what kind of spin is put on it. Not only that, it’s clueless. So you’re annoyed at Autodesk for whatever reason and are looking for alternative software from a company that doesn’t mistreat its customers? You know not to even bother looking at SolidWorks, don’t you?

Edit: more relevant links and customer comments from Devon Sowell and Matt Lombard’s blogs.

First 2018.1-broke-my-AutoCAD reports coming in

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Thanks to R.K. McSwain for pointing out that at least one user has reported unexpected shutdowns from AutoCAD (Architecture, probably) following installation of the 2018.1 Update. The problem went away following uninstallation of the update.

Caveat updator.

Anybody else have any issues or are you all waiting for the early adopters to find out for you?

Edit: it turns out the crash occurs when opening 2013 DXF files.

Edit 2: a hotfix has been posted here.

AutoCAD 2018.1 released, but only for some

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Autodesk has released the AutoCAD (and LT) 2018.1 Update, not to be confused with the earlier ill-fated 2018.0.1 Update. It’s only available for currently-paying subscription and maintenance customers. The “non critical” bug fixes in this Update (by Autodesk’s definition) are being withheld from Autodesk’s other customers.

Those of you who have allowed your maintenance to expire due to Autodesk’s development inaction and unjustified price increases can consider yourselves duly punished for failing to fall into line.

If you have the execrable Autodesk desktop app installed (not recommended) and it works as expected, this update will present itself to you. Otherwise, get it from your Autodesk Account page. Go to Management > AutoCAD > 2018 Downloads > Updates & Add-ons and then pick the appropriate AutoCAD 2018.1 Update download.

It has yet to be seen whether this update will break things, so if you’re feeling nervous you might want to hold off for a while and let others find out for you. (Edit: it broke one person’s AutoCAD, see comment from R.K. below).

Weighing in at well over 400 MB, the AutoCAD 2018.1 Update download is about twice the size of a complete BricsCAD download, even before expansion. So it must contain a pretty impressive amount of stuff, right? Or is it all bloat? Well, it includes 2018.0.1 and 2018.0.2 and adds this:

  • Xref Layers Override – Improvements to Xref Layers make it easier to identify overrides and restore them to their default values.
  • Views and Viewports – A new Named Views panel is added to the View tab to make it easy to create and restore named views from the ribbon, and to create scaled views and viewports for your layouts. The new layout viewports are automatically assigned a standard scale that can easily be changed from a new scale grip on the viewport. Viewport grips have been enhanced.
  • High Resolution Monitor Support – Supports additional dialog boxes. Palettes and icons are correctly adjusted to the Windows setting for the display scale.
  • 3D Graphics Performance – Work on performance continues to optimize the speed of 3D display for the Wireframe, Realistic, and Shaded visual styles.

The user interface has been touched up to support the above changes. The Preview Guide has been prepared to the usual excellent standard.

That’s all useful stuff, and most welcome. Work has gone into providing some genuinely useful adjustments. But there’s not a lot of it. Autodesk is still just tinkering at the edges.

Overall, AutoCAD 2018.1 is a pretty minor mid-term update, falling a long way short of, say, Release 13c4. That update was shipped on CD to all customers. Free. No maintenance or subscription required.

Bricsys does much more significant and worthwhile mid-term updates than this, and doesn’t charge for them. Perpetual license owners, even those not on maintenance, get them for nothing. Along with the bug fixes. Which are properly documented.

Autodesk used to do all that too, but its customer service has since regressed to the point that the standards of the Release 13 days are something to yearn for. Long-term Autodesk customers will know just how damning that state of affairs is. Autodesk lags a long way behind not only the competition, but also its former self.

Autodesk CEO and all-rental architect Andrew Anagnost has asked Autodesk customers to give him a year to prove that his business model will provide them with better value. It’s not clear when that year was supposed to start, but the all-subscription start date of 1 August 2016 seems reasonable. However you reckon it, a big slab of that year is gone and there’s very little to show for it.

Time to get your finger out, Andrew.

Today I was asked to complete an Autodesk Reseller Satisfaction survey, which I was happy to do. My reseller does a good job. There was also a question about satisfaction with Autodesk.

I’ve shamelessly stolen Autodesk’s question and used it in a poll here. Please only respond if you are or were an Autodesk customer.

Customers - how would you rate your overall satisfaction with Autodesk?

  • 0 - Very dissatisfied (39%, 69 Votes)
  • 1 (6%, 11 Votes)
  • 2 (12%, 22 Votes)
  • 3 (11%, 19 Votes)
  • 4 (5%, 9 Votes)
  • 5 (4%, 8 Votes)
  • 6 (6%, 11 Votes)
  • 7 (7%, 13 Votes)
  • 8 (3%, 6 Votes)
  • 9 (2%, 3 Votes)
  • 10 - Very satisfied (4%, 7 Votes)

Total Voters: 178

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I’ve added a similar poll about Autodesk resellers. Please only respond if you are or were a customer of Autodesk resellers.

Customers - how would you rate your overall satisfaction with your Autodesk reseller?

  • 0 - Very dissatisfied (10%, 12 Votes)
  • 1 (2%, 3 Votes)
  • 2 (6%, 7 Votes)
  • 3 (5%, 6 Votes)
  • 4 (2%, 2 Votes)
  • 5 (17%, 21 Votes)
  • 6 (5%, 6 Votes)
  • 7 (13%, 17 Votes)
  • 8 (21%, 26 Votes)
  • 9 (8%, 10 Votes)
  • 10 - Very satisfied (13%, 16 Votes)

Total Voters: 126

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Here’s one just for Autodesk resellers. Please only respond if you are or were an Autodesk reseller.

Resellers - how would you rate your overall satisfaction with Autodesk?

  • 0 - Very dissatisfied (40%, 22 Votes)
  • 1 (11%, 6 Votes)
  • 2 (9%, 5 Votes)
  • 3 (15%, 8 Votes)
  • 4 (5%, 3 Votes)
  • 5 (4%, 2 Votes)
  • 6 (0%, 0 Votes)
  • 7 (0%, 0 Votes)
  • 8 (9%, 5 Votes)
  • 9 (4%, 2 Votes)
  • 10 - Very satisfied (4%, 2 Votes)

Total Voters: 55

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Feel free to comment here if you wish to discuss the ratings you provided.

Maybe I should complete the set and do polls for Autodesk and its resellers to rate their customers?

Bricsys shows Autodesk how to do mid-term updates

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BricsCAD V17.2 is out. Although there’s nowhere near as much new and useful in this mid-term update as in the full upgrade from V16 to V17, there’s more here than in Autodesk’s last mid-term update, AutoCAD 17.1. There’s even arguably more than in the uninspired AutoCAD 2018 upgrade, including those 17.1 features.

But that’s not the main reason I say Bricsys is schooling Autodesk in how to do mid-term updates. While Autodesk is restricting such updates (including the bug fixes and security updates included in those updates) to subscription and maintenance customers, Bricsys is doing no such thing.

BricsCAD V17 customers who have a perpetual license, even without maintenance (called All-In by Bricsys), will be receiving V17.2 free of charge. Bricsys still considers such users as customers who have paid good money and still need to be looked after, rather than a non-paying irritant, which appears to be Autodesk’s attitude.

Oh, and you don’t have to install some piece-of-junk automatic updater or malware-like download manager to get the software. You just do a straightforward browser download of a small file (by Autodesk bloatware standards) which is the entire product, and install over the top of your existing installation, effortlessly preserving your settings. If you’re doing a new install of V17.2 from scratch, you just install from that downloaded product. No need for multiple downloads and multiple-step installations. No need to have every PC in your fleet nagging your users and downloading the same huge files.

Autodesk isn’t in the hunt here for ease of maintenance. Not remotely in the same league. Seriously, go home and start again, Autodesk. Your ideas are bad and your execution is worse.

Here are some links to information about the V17.2 update (not neutral sources, obviously):

I will be benchmarking BricsCAD V17.2 and AutoCAD 2018 with great interest. In my preliminary tests, BricsCAD V17.0 performance walked all over AutoCAD 2018 in most areas, but commands involving object selection were the exception, with AutoCAD significantly quicker there. Bricsys is claiming large improvements in that area, but we’ll see.

BricsCAD startup LISP bug fixed

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In my previous post I have a real problem with BricsCAD, I related my then-latest interaction with the Bricsys support system:

Steve Johnson
05-12-2016 05:30 UTC
I don’t know if this is a BricsCAD problem or a DOSLib one, so I am reporting it to both Bricsys and Dale at McNeel. I’m also not sure if this was happening in earlier versions.

If I load DOSLib during an S::STARTUP call and then use the (dos_msgbox) function later in that call, this fails the first time round because BricsCAD things the function is not defined. Opening a second drawing results in the call working as expected. I’ve chopped down our startup routine so you have an example.

; error : no function definition ; expected FUNCTION at [eval]

Awesome Bricsys Person
05-12-2016 12:32 UTC
Hi Steve,

There was a regression introduced in V17.1.10 that caused startup code to execute too early under certain conditions, before the lisp engine document context was properly initialized. This has been fixed now for the next update.

Steve Johnson
06-12-2016 02:43 UTC
I must say, the responses I’ve been getting to my support requests have been absolutely bloody brilliant. Cheers!

Let’s just finish the sequence, shall we?

Second Excellent Bricsys Person
13-12-2016 19:18 UTC
Hi Steve,

I have very good news. The fix is included in BricsCAD V17.1.11, available for download.
Thank you for your help.

Following a fast and straightforward download and install, I can confirm that the bug is fixed. The elapsed time from my bug report to the fix being publicly available and me being informed personally of the fact was 8.5 days. Note that this isn’t a workaround, patch or service pack, it’s a permanent fix that is now automatically in place for everybody who downloads the software.

Edit: the new version was actually released at 4 PM on 9 December, so it was less than 4.5 days from report to fix. Outstanding!

I should mention that I also received a prompt and relevant response from Dale at McNeel, despite the fact that the problem was nothing to do with him!

For somebody used to dealing with Autodesk, this is a breath of fresh air. Bricsys team, take a bow!

I have a real problem with BricsCAD

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To be precise, I have a real problem with writing  about BricsCAD. I’ve written some pretty complimentary things about BricsCAD lately. In the interests of balance, I’ve been intending to write about some of the issues people can expect to deal with when moving from AutoCAD to BricsCAD. Such issues certainly exist. The problem I have with that is that the issues keep going away!

Here’s how it usually goes. I find a problem in BricsCAD. I submit a support request. Within hours, I get a meaningful response from a person who understands the issue. Within days, I’m informed it’s been fixed internally and the fix will be in the next update. Within a week or two, that update is released. I download and install the updated version. It’s basically a full reinstall, but all settings are seamlessly retained and it’s faster and less painful than an AutoCAD Service Pack installation. The whole thing from start of download to completion typically takes 5 or 6 minutes. The problem is gone, and I have nothing to write about!

Here’s the latest interaction. This is typical, and has been repeated many times:

Steve Johnson
05-12-2016 05:30 UTC
I don’t know if this is a BricsCAD problem or a DOSLib one, so I am reporting it to both Bricsys and Dale at McNeel. I’m also not sure if this was happening in earlier versions.

If I load DOSLib during an S::STARTUP call and then use the (dos_msgbox) function later in that call, this fails the first time round because BricsCAD things the function is not defined. Opening a second drawing results in the call working as expected. I’ve chopped down our startup routine so you have an example.

; error : no function definition ; expected FUNCTION at [eval]

Awesome Bricsys Person
05-12-2016 12:32 UTC
Hi Steve,

There was a regression introduced in V17.1.10 that caused startup code to execute too early under certain conditions, before the lisp engine document context was properly initialized. This has been fixed now for the next update.

Steve Johnson
06-12-2016 02:43 UTC
I must say, the responses I’ve been getting to my support requests have been absolutely bloody brilliant. Cheers!

 
Now, can you imagine the same scenario with Autodesk? I’m sure many of you have lived through it. First thing would be an automated response. A day or two later would be a confused support person coming up with totally unrelated links to Knowledgebase articles. A series of increasingly frustrating back-and-forth emails might go on for days or weeks until the Autodesk person finally plays their trump card, blaming the third-party routine (incorrectly) and/or stating that they don’t support users’ customization.

Such a problem would stay in AutoCAD indefinitely. Repeated reports, year after year, using subscription support and the forums and formal reporting mechanism in the Autodesk Beta program, would make no difference. Eventually I would give up and the problem would never get fixed. Again, this is typical, and has been repeated many times. This applies to bugs, incompatibilities, feature design, performance issues, user interface difficulties, documentation system idiocy, you name it. It’s massively frustrating and I know many very smart people who have given up even trying. The only exception is documentation content; that gets fixed as soon as possible, within the limitations imposed by Autodesk’s arcane systems.

The difference in attitude between Autodesk and Bricsys is glaring, stark, obvious. Autodesk pays lip service to providing customer service and software quality. Bricsys just gets on and does it.

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 to UTC, but seeing something listed only in Pacific Time is likely to mean we have to head off to a site like timeanddate.com or thetimenow.com to work it out.

To save you all the effort, Pacific Time is currently UTC -7 hours, so for people outside North America, that means the event is from UTC 1 PM Thursday 27 October to 1 AM Friday 28 October.

There is also a German-language variant of the event on two German forums from 10 AM to 5 PM October 27 Central Europe Time (8 AM to 3 PM UTC). Here is the Autodesk announcement in German, and here is my own (probably terrible) attempt at a German version of this paragraph:

Es gibt auch eine deutschsprachige Variante der Veranstaltung an zwei deutschen Diskussionsgruppe von 10.00 bis 17.00 Uhr 27. Oktober Mitteleuropäische Zeit (08.00 Uhr bis 15.00 Uhr UTC). Hier ist die Autodesk Ankündigung auf Deutsch.

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 look at the header to see the Perpetual License Changes link. But now you know it’s there, you can go and ask your questions. Meaningful answers are not guaranteed.

Here is the announcement. When is this event, exactly?

Join us at our first “Big Bang” Answer Day online event on Wednesday, May 18th from 6:00am to 6:00pm Pacific Time.

Pacific Time is currently UTC (GMT) -7 hours, so for people outside North America, that means UTC 1 PM Wednesday 18 May to 1 AM Thursday 19 May. To calculate the times in your own location, I suggest using the very handy timeanddate.com site or thetimenow.com.

Autodesk shows Dassault how to treat customers

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There are areas of Autodesk’s treatment of customers that leaves much to be desired, and I will most likely continue to be critical of that until a) I die; b) Autodesk dies; or c) the bad stuff stops happening. One thing for which Autodesk deserves praise is the distribution of bug fixes to its customers, without imposing the sort of conditions that SolidWorks customers have to put up with.

  • Do Autodesk customers need to be on Subscription to receive bug fixes? No, they do not.
  • Do Autodesk customers need to have purchased the software within the last 90 days to receive bug fixes? No, they do not.
  • Do Autodesk customers need to have reported certain specific bugs to receive bug fixes? No, they do not.
  • Do Autodesk customers even need to be running the current release to receive bug fixes? No, they do not.

AutoCAD 2010 Update 2 (that’s Service Pack 2 in the old language) has just been released for the users of last year’s software. This includes the Update 1 changes. The usual caveats apply, including reading the Readme first. As usual, Autodesk’s oddball numbering system means that after installation, Update 1 shows up as Version 2 and Update 2 shows up as Version 3 in the About screen.

This Update applies to straight AutoCAD (and LT), not the vertical variants. I have no news about non-English versions. Patrick Emin informs me these updates are language-independent.

Autodesk Subscription – it could be worse

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I’m still looking for your questions about Autodesk Subscription and upgrade policies and pricing. No matter what you think about that, you have to admit that Autodesk’s current policies are less anti-customer than those inflicted on SolidWorks users.

Disallowing bug fixes for non-subscription customers is reprehensible, no matter what kind of spin is put on it. Not only that, it’s clueless. So you’re annoyed at Autodesk for whatever reason and are looking for alternative software from a company that doesn’t mistreat its customers? You know not to even bother looking at SolidWorks, don’t you?

Edit: more relevant links and customer comments from Devon Sowell and Matt Lombard’s blogs.

Autodesk Subscription support – how is it?

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I’d like to hear your experiences with the support that is part of the Autodesk Subscription package. My own experiences have been mixed, but I’d like to hear from you rather than push any particular barrow. Have you used it? Good, bad, indifferent, all of the above? Is it timely, efficient, knowledgeable, clearly communicated?

Please add your comments!

Hope for Autodesk FM Desktop orphans

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For those of us who have been following Autodesk for decades, it’s a familiar story. Autodesk buys a company or its technology, makes an Autodesk product out of it, and initially promotes it as the best thing since sliced bread. Autodesk subsequently ignores it to death, before finally killing it off and leaving customers in the lurch.

Autodesk FM Desktop suffered this fate, and if you go looking for information about the product on the Autodesk site you’ll find only a few dregs left over from the days when this was a viable product. At least in this case Autodesk has belatedly arranged a path out of the mire for its customers. FM:Systems will be taking over Autodesk’s FM customers, and your Autodesk FM Desktop licenses can be converted to FM:Interact Workplace Management Suite licenses. There is no data transfer mechanism yet (other than a DWF import), but something is supposed to be made available in the next few months.

(Edit: Marty Chobot from FM:Systems informs me that they will help customers who need to transfer data immediately).

For more information, see www.fmsystems.com/fmdesktop, especially the FAQ.Edit:

New Autodesk blog for AutoCAD support

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I’ve added a link to Without A Net, a new blog on support issues, technical solutions, fixes, and tips for AutoCAD. It’s run by Tom Stoeckel, global technical lead for AutoCAD product support. In my limited experience, I’ve found Tom to be a fine fellow with his customers’ needs at heart. This blog promises to be a worthwhile addition to the existing AutoCAD support mechanisms, and I commend Autodesk and Tom for introducing it.

Death to robo-responses!

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The responses to Carol Bartz’s blog post are an interesting read, and not just because of the astonishing amount of attention being paid to her language. One person pointed out how irritating it was to be “helped” by Yahoo’s dumb automated “support” system:

I have never – repeat, NEVER – had a human response to ANY email or form-submitted help request that I’ve sent to Yahoo!

NEVER!

All my experience of communicating with Yahoo! customer ’support’ is characterised by exchanges such as:

Me: Hi, I need help with Messenger on the Mac

Y!: Thankyou for contacting customer support. Here are some tips for getting Messenger to work on Windows.

Me: Uh, thanks, but I’m on a Mac. Can you help me with Messenger on the Mac please?

Y!: Thankyou for contacting customer support. Please follow these steps for uninstalling Messenger and re-installing it on Windows.

Me: Um.. haha… good one. No. Really. Can you help me with Messenger on the Mac please?

Y!: Thankyou for contacting customer support. Here are some tips for getting Messenger to work on Windows.

And so on…

I’d like to think the people who actually work in customer support are just as amazing as you say they are, but I’ve never had contact with one so I have no way of really knowing.

Not long after reading that, I had a similar experience myself. I had ordered something worth several hundred dollars from the UK, and it was sent via Parcelforce. I used the on-line tracking system to check its progress, and late on 28 February I was surprised to see the following line had been added:

28-02-2009 17:00 Delivery Agent – AUSTRALIA Parcel delivered

I was surprised because no such delivery took place. I had been at home at the stated time and there was no hint of a delivery van, ring on the doorbell, or box left at the door. Even if the stated time was for the UK rather than my local time, I was in then, too.

So I used the Contact us link to ask what was going on. I filled in all the details requested (including the tracking number) and received an automated response fairly quickly:

Thank you for your email.

This is an automated acknowledgement to your Email, please do not respond to this message.

We will aim to reply to your enquiry within the next two working days. Our business hours are Mon-Fri: 8am to 7pm and Sat 8:30am to 12.30pm. Please accept our apologies for any inconvenience that this may cause.

I have no problem with this kind of auto-response. It confirms to me that my query is in their system and they have my correct email address. However, two working days is an excessive amount of time to wait for a response for this kind of service. What if I had needed the parcel urgently? As it happens, I didn’t, so I waited patiently for the real response.

In the meantime, the parcel was actually delivered on 1 March, about 24 hours after the tracking system had preemptively claimed. On 2 March, I received this follow-up email:

Dear Steve Johnson

Thank you for your enquiry.

Please accept my apologies for the inconvenience caused to you as a result of this delay. I can understand your disappointment that the parcel was not delivered on the due delivery date.

Hmm, how can you understand my disappointment? You didn’t understand the problem. There wasn’t a due delivery date. There was a false delivery recorded in the Parcelforce tracking system, which is altogether different.

At present I am unable to arrange for an investigation into the whereabouts of your parcel until I have received the information listed below:

Sender’s details (name, UK address, *contact telephone number)
Recipient’s details (name, address, *contact telephone number)
Posting date
Description of item
Parcel contents (Mandatory – search cannot be initiated without this information)
Value of item

*Please note our Search Team require telephone numbers in order to contact either the sender or the receiver of the parcel. A search cannot be initiated without this information.

To ensure that you receive the quickest response to your enquiry, please could you forward the above information to [removed]@parcelforce.co.uk we will then be able to commence the search.

I am sorry I cannot deal with your enquiry at this stage but can assure you that once the above information has been received, our Search Team will do all they can to resolve this for you.

Really, WTF? The email subject included the tracking number, which leads directly to most of that information in the Parcelforce database. The information that isn’t readily available in that way is information that I, as the recipient, would quite possibly not have available. For example, what if the parcel is a gift? This list of demands looks like a deliberate attempt to hamper communication with customers.

Kind regards

Tracy [removed]
Parcelforce Worldwide
Customer Service Email Team

Hmm, Tracy, I don’t think you’re real. You’re a computer-generated response, aren’t you? Now I have my parcel, I don’t think I’ll bother trying to communicate with you any more.

Why do companies like Parcelforce and Yahoo! insist on sending out useless robo-responses like this while attempting to maintain the obvious fiction that they are human responses? Maybe at a superficial level it appears to save money? Maybe it does, but that doesn’t allow for the lost income from the customers it drives away. Customers who need real support but don’t get it. Customers who object to being lied to. Even customers, like me, who are just trying to inform a company about failures within its systems? Failures that won’t now be addressed, because nobody human is ever going to read about them.