Latest post Thu, Feb 2 2023 1:11 AM by Andrew. 2 replies.
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  • Wed, Feb 1 2023 6:59 AM

    • Andrew
    • Not Ranked
    • Joined on Wed, Apr 6 2011
    • Costa Mesa, Orange County, California
    • Posts 156
    • Points 1,825

    Unable to get tech support/access support code.

    Did my yearly contract with Avid get downgraded?  I have standard support.  I am no longer entitled to get telephone tech support even though I paid a yearly due.  It then tells me to pay $40 for an Avid Support Code or ASC.  I paid for it, Avid took my money and did not send me a support code or I don't know where it is.  I am having trouble starting Avid Media Composer with my new computer.  When I try to power it on, it tells me I don't have Avid First.  I can't prompt it to ask me for my System ID and my Activation ID.  

    PLEASE HELP!

    UPDATE: Never mind I found the Avid Support Code and got tech support.  I had to look all over for it, did not give me simple instructions on how to find it.

    Avid MC v2023.12 (w/out dongle), macOS Sonoma 14.0, iMac 24-inch Retina display, 2021 (purchased new Nov. 2022), Processor: Apple M1 with 8-core CPU with... [view my complete system specs]
  • Wed, Feb 1 2023 2:58 PM In reply to

    • RalphC
    • Top 50 Contributor
    • Joined on Wed, Sep 2 2015
    • Posts 2,932
    • Points 32,370

    Re: Unable to get tech support/access support code.

    Hi Andrew,

       Thanks for posting this. The Standard support/upgrade entitlement plans have not included phone support since 2018.  Prior to that, there was a limitation of 1 call per month for these Standard 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 modern phone system, and all customers will be able to properly access support based on their contract type and entitlements via their System ID.  Entitled PT and MC customers can now opt to have a tech call back without losing their place in queue. We also have improved integration with our CRM tool and queues thereby streamlining the capability of our techs to be ready for the next call, regardless of where it comes from around the globe. Only the ELite and Explert plus has unlimited priority phone support.

     

    To access the ASC.

        1. Log in to your MyAvid Master Account and select My Account.
        2. Then under My Products Select the 3rd item down >  Product Not Yet Downloaded
        3. Then select the Activate Product: Avid Support Code: Avid Support Code: Media Composer Telephone Support, 1 Call
        4. Then go back with your browser and select View My Products
        5. Your Avid Service Code should be listed and when you select it the code # will be listed.

     

    RalphC

    MacBook Pro 15 2018 Intel Core i7 2.6GHz Mac 10.15.7 Intel UHD 630. [view my complete system specs]
  • Thu, Feb 2 2023 1:11 AM In reply to

    • Andrew
    • Not Ranked
    • Joined on Wed, Apr 6 2011
    • Costa Mesa, Orange County, California
    • Posts 156
    • Points 1,825

    Re: Unable to get tech support/access support code.

    Thanks Ralph.  This is news to me.  I was not made aware of this previously.  Was this posted on these forums previously?

    RalphC:

    Hi Andrew,

       Thanks for posting this. The Standard support/upgrade entitlement plans have not included phone support since 2018.  Prior to that, there was a limitation of 1 call per month for these Standard 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 modern phone system, and all customers will be able to properly access support based on their contract type and entitlements via their System ID.  Entitled PT and MC customers can now opt to have a tech call back without losing their place in queue. We also have improved integration with our CRM tool and queues thereby streamlining the capability of our techs to be ready for the next call, regardless of where it comes from around the globe. Only the ELite and Explert plus has unlimited priority phone support.

     

    To access the ASC.

        1. Log in to your MyAvid Master Account and select My Account.
        2. Then under My Products Select the 3rd item down >  Product Not Yet Downloaded
        3. Then select the Activate Product: Avid Support Code: Avid Support Code: Media Composer Telephone Support, 1 Call
        4. Then go back with your browser and select View My Products
        5. Your Avid Service Code should be listed and when you select it the code # will be listed.

     

    RalphC

     

    Avid MC v2023.12 (w/out dongle), macOS Sonoma 14.0, iMac 24-inch Retina display, 2021 (purchased new Nov. 2022), Processor: Apple M1 with 8-core CPU with... [view my complete system specs]
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