Is anyone else having a nightmare trying to renew their Autodesk Educational licences this Summer?
We use a group mailbox address that only IT support staff can access as our Autodesk account, this is supposed to be registered as our Institutional/Group ID account, but they are now trying to treat it as a personal account and are requesting verification that the account is eligible. It is a group mailbox, and quite obviously so when you look at the address, but they are asking for proof of enrolment or employment, neither of which can apply to a group mailbox. I have been in a live chat with somebody who seemed to have no comprehension of my 2 key queries: 1) Why is the account not being treated as a Group ID, and how do I get this resolved, 2) How do I renew the contract and extend the licence, as both are due to expire, meaning that we cannot teach their products in the new academic year.
A day later I received an email asking me to complete a survey wanting to know how well they did, I gave them some very honest replies. The following day I got an email asking me to verify the account, with links to a SheerID FAQ page, which was only relevant to US customers. I replied to this email (2 days ago now) pointing out the above issues, I am still awaiting a reply, but will probably get a response that I have not responded and the case has been closed.
If I go to the Registeronce page and log in, it does give me the option to select the instituional account, but in all other areas, including downloads, the account is being treated as a personal one.
I have tried calling the UK head office in Farnborough, but after waiting 45 minutes for reception to pick up and direct me to someone who could help, I hung up.
Does this tale sound familiar to anyone else, and do you have a human contact who can resolve these issues??