Tag: <span>Trust</span>

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

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 …

Another series of Autodesk statements

Having established what happens when Autodesk claims to have no plans to do nasty anti-customer things, (it goes ahead and does them), let’s examine another nasty anti-customer thing it hasn’t got around to doing. Yet. Will Autodesk discontinue the maintenance program that allows customers to keep their perpetual licenses up to date? Let’s see what Autodesk has been prepared to put in writing so far: There are no announced plans to end maintenance subscriptions. Matt DiMichele, August 2015, Autodesk Community Perpetual License Changes forum Hmm, we all know what “no plans” means, don’t we, children? I assure you we have …

Trusting Autodesk – poll results

I have closed the polls asking if you trusted various companies to do the right thing by their customers. Here is a summary of the results, showing the percentage of “Yes” votes for each company. The most trusted company is at the top, the least trusted is at the bottom. Honda 69% Amazon 65% Target 52% Bricsys 43% Apple 36% Autodesk 23% Remember, this is not a scientific poll and as with all polls and surveys there will be some self-selection bias. Does anyone find anything about the above results surprising?

Why don’t you trust Autodesk?

As I mentioned earlier, any company that wants to move its customers to the Cloud is going to need the trust of those customers. Three months ago, I started a poll to try to get some measure of how trustworthy you consider Autodesk to be, in terms of doing the right thing by its customers. The results of that poll look pretty awful for Autodesk. Right from the start, the distrusters have outnumbered the trusters by three to one, with the current results showing an overwhelming majority of respondents (77%) not trusting Autodesk. Why? What has Autodesk done in the …

Cloud concerns – trust

Using any software involves some degree of trust in the vendor. Using the Cloud requires a much higher level of trust. Autodesk boss Carl Bass is a maker of carefully crafted things, so I’ll use that as an analogy. Using standalone software requires the sort of trust that a maker has in a tool manufacturer. Will the tools work properly and last a long time? Or will they break, potentially damaging the materials or even the user? Using SaaS requires that same kind of trust, plus others. Will the tool manufacturer keep making that tool? If not, will spare parts continue …

Trusting Autodesk? Contemplating a new product

Last week, in my capacity as a de facto CAD manager for a large public utility company, I was having a chat with an Autodesk Australia person (he’s a nice guy and very honest, by the way). The topic of conversation moved to the new AutoCAD-based vertical, Plant 3D 2010. At that stage, I had not even installed the 30-day trial, but I still raised some of the issues that potentially stood in the way of the company adopting this apparently highly suitable product. In a word, it comes down to trust. Each drawing used or issued by this utility …