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-   -   No response from Avid support (http://duc.avid.com/showthread.php?t=294777)

bongojazz 02-16-2011 02:06 AM

No response from Avid support
 
I was wondering how long the average waiting time for a response is, been waiting 4 days so far and still no response...... any experiences anyone?

chrisdee 02-16-2011 02:12 AM

Re: No response from Avid support
 
Sometimes I never get an answer.

For example I made a case (01430209) about the Avid Omni fan noise 12.09.2010. 4 months now and still no answer!
Shure I know there is now a fix for this, but that's because I'm a regular here on the forum.

Other times like when I created a case (01029181) for cpu spikes with TL Space 12.03.2009 I didn't get an answer befor 12.04.2009.
That's a month.

As far as I can remember the fastes answer I got took 3 weeks.

So I wouldn't hold my breath if I was you. The best and fastest support you will get is from other users here on the forum.

bongojazz 02-16-2011 02:41 AM

Re: No response from Avid support
 
wow. so my "ten complimentary online support cases through our online Support Center for 60 days from date of registration" from " one of the largest worldwide customer support networks in the industry" is not as good an offer as it looks then.

thanks for the reply chris.

chrisdee 02-16-2011 03:07 AM

Re: No response from Avid support
 
I just read that as of 19.12.2010 web and chat cases can no longer be submitted through the Support Center.

http://www.avid.com/US/support/support-center

You now need to buy a €42 euro Avid Support Code (ASC) from the Avid store to get online support. It only last for 60 days and is only good for one call.

http://shop.avid.com/store/product.d...06917503520336

Is this true :confused:

chrisdee 02-16-2011 03:26 AM

Re: No response from Avid support
 
Quote:

Originally Posted by bongojazz (Post 1753442)
I was wondering how long the average waiting time for a response is, been waiting 4 days so far and still no response...... any experiences anyone?

I wonder how you contacted Avid. Was it from the page below with a ASC code ?

http://avid.force.com/ASC

chrisdee 02-16-2011 03:30 AM

Re: No response from Avid support
 
Is this ASC code only good for one case or can you create several cases within the 60 day period ?

bongojazz 02-16-2011 09:50 AM

Re: No response from Avid support
 
Quote:

Originally Posted by chrisdee (Post 1753451)
I wonder how you contacted Avid. Was it from the page below with a ASC code ?

http://avid.force.com/ASC


yes thats how i contacted them chris, fat lot of good it has done me so far. apparently i can create up to 10 cases but whats the point if they dont respond?

chrisdee 02-16-2011 11:27 PM

Re: No response from Avid support
 
Quote:

Originally Posted by bongojazz (Post 1753578)
yes thats how i contacted them chris, fat lot of good it has done me so far. apparently i can create up to 10 cases but whats the point if they dont respond?


Sorry to hear that. I have not contacted them since last year befor they startet charging money for support via web.
I thought, well it's free. So, guess I can't expect much.

But now charging 42 euros for one call and 10 cases you/we should excpect more.:confused:


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