Latest post Tue, May 31 2016 11:09 PM by Marianna. 2 replies.
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  • Tue, May 24 2016 11:07 PM

    • jaynew16
    • Not Ranked
    • Joined on Mon, Apr 20 2015
    • Posts 3
    • Points 40

    Avid Customer Care needs improvement NOW

    There seems to be a growing pandemic of error 404 on the Avid and Avid community site.  From the customer support page (linked from an avid email less than a week old), I tried to send my issue via multiple topic buttons and their subsequent form windows to no avail (see further below).

    I tried numerous additional ways to contact support online...

    http://www.avid.com/learn-and-support/contact-broadcast-and-video-support   Clicking on "start a support case" does not start a support case, but directs to an empty home page that then has to be navigated from further to start the support case, which requires a system id, which I don't even have yet due to my issue.

    http://www.avid.com/en/feedback   Not a way to get a needed refund.

    http://www.avid.com/contact-us   Led to an error 404 page.

    A recent "my support center" link's url from an avid email copy/pasted and redirected to: https://www.google.com/   Yeah - google.  haha. 

    From here... http://avid.force.com/pkb/articles/faq/Avid-Webstore-Refunds-and-Returns    I was able to finally submit my support ticket, but another live page with the same links as this page, though as large buttons (which I navigated to from another email), let me fill out the forms only to submit and be directed to site-not-found pages (re: my opening statement). 

    Using the phone support and getting a live human also requires typing in numbers that are not offered on the pre-recorded message from Avid unless you have a paid-for-code or system ID (again, not relevant to my issue), not to mention that they close by 3pm pacific time.

    This is not the first time that I and others I know in the industry have struggled with Avid customer support.  From a company that sells computer software, they need to seriously do some house cleaning to hunt down old, dead pages, redundant pages, and to just streamline in general.  AMC is still the most robust editor out there, but not the only valid one.  Customer care needs to step up their game in a big way or I, my hundreds of students, and numerous professional editor friends will run away from this shakey ground.  

  • Tue, May 24 2016 11:31 PM In reply to

    Re: Avid Customer Care needs improvement NOW

    Plrease reframe from double posting.  Thanks.   I have removed your second post.

  • Tue, May 31 2016 11:09 PM In reply to

    • Marianna
    • Top 25 Contributor
    • Joined on Thu, Oct 13 2005
    • Avid
    • Posts 9,714
    • Points 211,670
    • Avid Beta Moderators
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    Re: Avid Customer Care needs improvement NOW

    jaynew16....

    This is a result of the Avid.com changes….

    We made some recent changes to the web site, avid.com, and with that unfortunately we apparently still have some broken links-but it should not be this bad.

    I think we should have someone call you and track down all of the errors, to make sure we don’t miss any of them.

    please email me so I can connect you to Brian the head of our web team.

    thanks

    Marianna

    Director of Online Communities and Forums/Customer Advocate [view my complete system specs]

    marianna.montague@avid.com

    mobile 813-493-6800

    AOL IM:  avidmarianna

    Twitter:  avidmarianna

    Skype: mariannamontague

    WWLD

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