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?

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.

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.

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:

Re: No response from Avid support
 

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

http://avid.force.com/ASC

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 ?

Re: No response from Avid support
 

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?

Re: No response from Avid support
 

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: