Greetings all. I would like to take a few moments and blog about the importance of submitting detailed customer error reports (referred to as CER going forward) and also speak a bit about the difference between these and a Service Request (SR).
In my prior role as a Support Manager here at Autodesk, I would occasionally speak with a customer who was experiencing issues with their program, submitting CER's and wondering why no one was replying to their requests. It seems they were not clear on the difference between an SR and a CER, which is understandable. Each CER is captured in a back-end database, but not everyone who submits a CER will receive a follow up. In fact, you may only be contacted if a developer needs more information. More on this later. A Service Request is an actual support ticket submitted through the Subscription Center and you will receive a reply directly from Autodesk when logging a new SR (if you do not, please let me know). The details and service levels of this program are outlined in the Subscription Terms & Conditions.
On the AutoCAD Services & Support page we have a detailed write-up on the Customer Error Reporting process. To summarize, when your software crashes and you submit a CER, these reports are captured in a database and categorized so that software developers can review them. While the report will give the engineer an idea of where the crash occurred in the code, providing the steps you used leading up to the crash is very helpful and will assist the developer in identifying the issue. I can assure you these reports are reviewed on a regular basis and prioritized based on severity and the number of customer reports. Another important reason to submit these reports is the CER round-trip process which will give you feedback if available. If a workaround (or fix) exists for the problem you reported, you will be sent that information via email instantly. You will also be notified of fixes as they become available for issues that you submitted through the CER system.
I hope this clears up the process and helps you understand why these reports are important. So the next time your AutoCAD session ends prematurely, please submit a detailed CER (with steps to reproduce if available) and resist the urge to just curse at us.