Latest post Tue, May 4 2021 12:27 PM by Marianna. 11 replies.
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  • Wed, May 6 2020 10:37 PM

    • ronn
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    Support? What support?

    Since I started using Avid in 1993, I have called support maybe 3 times. For tech issues I usually start here on the forum, and the members and admins usually have the answer. But recently I tried to update my cc info so my subscription could renew, and following the directions, found that the "update" part was not an option. I called support and waited 20 minutes before getting someone who - had no idea, and kept me on hold another 30 minutes before saying he'd have to pass it on to someone else. Rather than wait on hold even longer, I suggested he have someone call me back. He said that would be best. Now more than a week later, I have heard nothing from anyone. All I'm trying to do is PAY YOU MONEY. I don't think it should be this difficult. 

    Media Composer 2020.4 with Intensity Pro 4K, Dell i5680, Win-10 64. 32GB RAM, Nvidia GTX1060, Sony FS7, FS5, EX1, A6300, Ninja Assassin, Harley Dyna LowRider... [view my complete system specs]

    Ronn Kilby

    San Diego

  • Wed, May 6 2020 11:09 PM In reply to

    • Adman
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    Re: Support? What support?

    Sorry you have had this issue. As I'm sure you know, AVID tech support as well as others are working from home and I'm sure Coronavirus is partly responsible for your issues... although you have been waiting long enough. So, I have sent this message up the pike... hopefully you will receive a response quickly.

    Mac Pro, 64GB Ram. 1TB SSD system drive, 250Gb SSD external (media) drive. QHD Ultra wide, thunderbolt LG monitor, MC 2019.12.1. Pro Tools 11 HD (Mbox... [view my complete system specs]
  • Wed, May 6 2020 11:35 PM In reply to

    • Marianna
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    Re: Support? What support?

    All over it Ronn

    hooe you are well

    miss you but still love my coffee mug 

    marianna

    Director of CSM | Customer Advocate [view my complete system specs]
  • Thu, May 7 2020 2:12 AM In reply to

    • ronn
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    Re: Support? What support?

    Thanks, MM - miss you. Did not want to bother you with this but very much appreciate the attention. Stay safe.

     

    Media Composer 2020.4 with Intensity Pro 4K, Dell i5680, Win-10 64. 32GB RAM, Nvidia GTX1060, Sony FS7, FS5, EX1, A6300, Ninja Assassin, Harley Dyna LowRider... [view my complete system specs]

    Ronn Kilby

    San Diego

  • Thu, May 7 2020 2:16 AM In reply to

    • ronn
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    Re: Support? What support?

    Thanks, Adman.

    Media Composer 2020.4 with Intensity Pro 4K, Dell i5680, Win-10 64. 32GB RAM, Nvidia GTX1060, Sony FS7, FS5, EX1, A6300, Ninja Assassin, Harley Dyna LowRider... [view my complete system specs]

    Ronn Kilby

    San Diego

  • Thu, May 7 2020 11:24 AM In reply to

    • Adman
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    Re: Support? What support?

    You're very welcome Ronn... I'm glad you got the help you need. :)

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  • Thu, May 7 2020 7:59 PM In reply to

    • Marianna
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    Re: Support? What support?

    Ronn is all set and we had a plesant and long overdue chat today.   Miss you Ronn as you and a few others are the orignals..... near and dear to my heart.

    I did belt out a laugh though when I got his vmail..... " you have come ridiculously close to reaching Ronn Kilby".....   LOLOLOL

    Marianna

    Director of CSM | Customer Advocate [view my complete system specs]
  • Thu, May 7 2020 8:42 PM In reply to

    • ronn
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    Re: Support? What support?

    Made my day, catching up with the goddess of good will. :)

    Media Composer 2020.4 with Intensity Pro 4K, Dell i5680, Win-10 64. 32GB RAM, Nvidia GTX1060, Sony FS7, FS5, EX1, A6300, Ninja Assassin, Harley Dyna LowRider... [view my complete system specs]

    Ronn Kilby

    San Diego

  • Tue, May 4 2021 1:26 AM In reply to

    • Scottydog
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    Re: Support? What support?

    I have had a suport contract for years and now really do not know what I am paying for.   I used to be able to phone.  Now, although the renewal fee has doubled, I get the message that my plan does not include phone support.   When I go to the support portal and enter my current contract #, it says no such contract # exists.  When I enter my system ID to find out my contract #, I get a list where the last contract listed is from 2013.  So basically I am paying for supportthat is non-existent.  I am basically paying for the updates, but no support.  This is an unbelievably bad way to support all of us who have been with Digidesign and Avid all these years.    Very very very frustrated.

  • Tue, May 4 2021 9:54 AM In reply to

    • RalphC
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    Re: Support? What support?

    Hello Scottydog,

    Thanks for your post. Some background: The Standard support/upgrade entitlement plans have not included phone support since 2018. Yes 2018. Prior to that, there was a limitation of 1 call per month for the Standard support/upgrade contracts. The reason folks may have been able to get through to us on occasion over the past couple years was that our telephony system didn’t observe contract entitlements and System IDs consistently. So, to err on the side of that consistency issue, we let folks through. What we have implemented: We have now migrated to a new phone system, and all customers will be able to properly access support based on their contract type and entitlements via their System ID. The phone system new implemented has much better reception, customer call back capabilities, entitled PT and MC customers can now opt to have a tech call back without losing their place in queue, improved integration with our CRM tool , queues have been streamlined to allow techs to be ready for their next call regardless of where ( the region ) the call comes from.
     
      Let me know if you need to get a case going.


    Regards,
    RalphC

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  • Tue, May 4 2021 9:58 AM In reply to

    Re: Support? What support?

    I've just logged on to Avid.com and gone to the support page and tested raising a support ticket. Worked as it should. No issues raising a support ticket.

    I'd contact RalphC and have that looked at.

    Not that I've needed to use the support option often in 25 years.

    I feel the yearly renewal fee justified in covering the cost of the updates. I pay a similar fee to Adobe for their updates and I get no support there.

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  • Tue, May 4 2021 12:27 PM In reply to

    • Marianna
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    Re: Support? What support?

    Scottydog:

    I have had a suport contract for years and now really do not know what I am paying for.   I used to be able to phone.  Now, although the renewal fee has doubled, I get the message that my plan does not include phone support.   When I go to the support portal and enter my current contract #, it says no such contract # exists.  When I enter my system ID to find out my contract #, I get a list where the last contract listed is from 2013.  So basically I am paying for supportthat is non-existent.  I am basically paying for the updates, but no support.  This is an unbelievably bad way to support all of us who have been with Digidesign and Avid all these years.    Very very very frustrated.

    Raff's post explains the situation but you should be able to create a case on the MyAvid page - here is the link:

    https://www.avid.com/US/support/support-contact 

    As pat said, it works great and as long as you enter your system ID into the case it will queue it to the right place and you get help fast.

    Marianna 


    Director of CSM | Customer Advocate [view my complete system specs]
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