Avid Pro Audio Community

Avid Pro Audio Community

How to Join & Post  •  Community Terms of Use  •  Help Us Help You

Knowledge Base Search  •  Community Search  •  Learn & Support


Avid Home Page

Go Back   Avid Pro Audio Community > Legacy Products > 003, Mbox 2, Digi 002, original Mbox, Digi 001 (Mac)

Reply
 
Thread Tools Search this Thread Display Modes
  #1  
Old 04-15-2007, 06:31 AM
Monaco Monaco is offline
Member
 
Join Date: Apr 2007
Location: New Orleans
Posts: 210
Default Tech Support Via Phone?

If I buy Pro Tools 7 LE will I get tech support? For how long?
__________________
Tampa Recording Studio
Reply With Quote
  #2  
Old 04-15-2007, 11:54 AM
Slim Shady Slim Shady is offline
Member
 
Join Date: Feb 2000
Location: Los Angeles, CA
Posts: 7,527
Default Re: Tech Support Via Phone?

Tech support is always free, except the long-distance charges if you happen to get charged per minute by your phone company. It's always free to email them though, there's a dedicated page on Digi's site for doing so.
Reply With Quote
  #3  
Old 12-28-2007, 09:54 AM
ejwells's Avatar
ejwells ejwells is offline
Member
 
Join Date: Feb 2004
Location: Ohio, USA
Posts: 4,530
Default Re: Tech Support Via Phone?

The above statement couldn't be further from the truth.
Tech support by phone, aside from 30 days free after you buy a product, is FAR from free.
I think it's $3.00 a minute, up to a $75 maximum per event charge.
And if you want phone support on an ongoing basis, there's a yearly charge.
As to free email support, well...yes, but if you've got an issue, and a client breathing down your neck, waiting 3 days for an email response ain't gonna get it.
__________________
Pro Tools 10.3.3 | HD Native | HD I/O 8x8x8 | Mac Pro 8 Core Westmere | 24GB RAM | OSX Lion 10.7.4 | API 3124 | Chandler TG-2 | UA 4-710d | Empirical Labs Distressor EL8X | Kemper Rack |
Reply With Quote
  #4  
Old 12-28-2007, 10:10 AM
Slim Shady Slim Shady is offline
Member
 
Join Date: Feb 2000
Location: Los Angeles, CA
Posts: 7,527
Default Re: Tech Support Via Phone?

Yeah, well it used to be free, but not anymore! Why'd you pull up a post from April? Anyway, I believe it changed sometime over the summer, they even moved from a local number to 888/900 numbers.

For reference, here's the new Digi phone support info, including terms, prices and numbers:

ProAxess Line Support

and here's the Tech Support email form for those looking to get free support via email.
Reply With Quote
  #5  
Old 12-28-2007, 11:32 AM
Forum Member LE Forum Member LE is offline
Member
 
Join Date: Jul 2006
Posts: 395
Default Re: Tech Support Via Phone?

Improved tech support is needed far more than things like ADC but people don't seem to complain.
With most companies your registration info and verification determines your available methods of communication.
They could at least add a communication path from your "My Digi Account" for communicating about your registered products.
You rarely get more than call tech support as a reply to the tech support email, wasn't always like that but that's what it's now become.
Digi tech support seems far to similar to the WUP people cry about at Waves.
Reply With Quote
  #6  
Old 12-30-2007, 03:01 PM
ejwells's Avatar
ejwells ejwells is offline
Member
 
Join Date: Feb 2004
Location: Ohio, USA
Posts: 4,530
Default Re: Tech Support Via Phone?

Old post aside, tech support via phone hasn't been free (outside the limited free period after a purchase) since I became a Pro Tools user, which was almost 4 years ago.
__________________
Pro Tools 10.3.3 | HD Native | HD I/O 8x8x8 | Mac Pro 8 Core Westmere | 24GB RAM | OSX Lion 10.7.4 | API 3124 | Chandler TG-2 | UA 4-710d | Empirical Labs Distressor EL8X | Kemper Rack |
Reply With Quote
  #7  
Old 12-30-2007, 03:15 PM
Meko511 Meko511 is offline
Member
 
Join Date: Dec 2007
Location: New Jersey, USA
Posts: 28
Default Re: Tech Support Via Phone?

Phone support was not free when I first started with it 7 Years ago.
Purchased a new system 4 years ago and still was not free past the free phone support time.
Anyway...let's kill this post. I don't think this info is even needed anymore.
Reply With Quote
  #8  
Old 12-30-2007, 08:51 PM
paul_g paul_g is offline
Member
 
Join Date: Aug 2007
Location: South West
Posts: 560
Default Re: Tech Support Via Phone?

Quote:
The above statement couldn't be further from the truth.
Tech support by phone, aside from 30 days free after you buy a product, is FAR from free.
I think it's $3.00 a minute, up to a $75 maximum per event charge.
And if you want phone support on an ongoing basis, there's a yearly charge.
As to free email support, well...yes, but if you've got an issue, and a client breathing down your neck, waiting 3 days for an email response ain't gonna get it.

If you do this for a living/income or have clients, why wouldn't you purchase the 1 year of phone support for like $149 per year?

I asked Digi Design about the program and it's listed on their web-store.

There are different blocks of service you can purchase. I think $149 is a standard, then there is higher levels for faster SLA's, however, the higher sla plans are more money.

Wouldn't that make sense if you do this for a living, or make money from this? I wouldn't do business with a small business owner if I knew they didn't cover all their common sense business basics.

Please... thousands of dollars in equipment, paying customers... $149 per year... no brainer....
__________________
Mid-2007 2.4 ghz Intel Core 2 Duo iMac
OS: 10.7.5 (Snow Leopard)
4gb (667 MHz DDR2 SDRAM)
LaCie Audio Drive - FW800
DigiDesign 003 Factory PT10.3.10
PreSonus DigiMax FS
Dynaudio Monitors and KRK Sub
Line6 HX Stomp
Reply With Quote
  #9  
Old 12-30-2007, 11:53 PM
Tympanic Tympanic is offline
Member
 
Join Date: Nov 2005
Location: OKC, OK
Posts: 33
Default Re: Tech Support Via Phone?

Have you ever used the tech support via phone?
Seemed alot like calling microsoft to me... a bunch of steps I've already tried.. and then a final answer of well were working on this issue or must be something to do with your rig... sorry.
I wouldn't pay $149 a year for that. Maybe I just got a lame techy.
I've received better support and quicker from guys like slim shady and a few others on here.
Reply With Quote
  #10  
Old 12-31-2007, 12:55 AM
Forum Member LE Forum Member LE is offline
Member
 
Join Date: Jul 2006
Posts: 395
Default Re: Tech Support Via Phone?

Quote:


Please... thousands of dollars in equipment, paying customers... $149 per year... no brainer....
True no brainer is to purchase it since you don't get your money's worth.
Makes no sense that a person with a mBox pays just like HD.
They need to update their support methods to address the LE systems compared to the HD systems, then become more efficient about resolving problems.
Emails get you a call tech support reply.
Calling tech support gets you a we haven't seen that or we are aware of the problem and working on it along with a bill.
The $149 simply gets you a free call to hear them say we haven't seen that or we are aware of the problem and working on it without additional billing.
As a minimal should improve either;
a) an 800# for tech support that prompts you for a s/n and ID
b) more realistic pricing tiers based on products
c) more functional tech support individuals

As it currently stands the only person who can benefilt is someone with user error, have a real problem and you're [bleep].
Reply With Quote
Reply

Thread Tools Search this Thread
Search this Thread:

Advanced Search
Display Modes

Posting Rules
You may not post new threads
You may not post replies
You may not post attachments
You may not edit your posts

BB code is On
Smilies are On
[IMG] code is On
HTML code is Off

Forum Jump

Similar Threads
Thread Thread Starter Forum Replies Last Post
Cant get through to phone support!! Siege Recordings macOS 1 02-19-2013 03:17 PM
How i can buy protools help support buy phone? ricardopr14 Tips & Tricks 4 08-16-2012 07:12 PM
Avid Phone Support? ProTooler Pro Tools TDM Systems (Mac) 10 06-14-2011 04:48 PM
Phone support...? patrickswope 003, Mbox 2, Digi 002, original Mbox, Digi 001 (Mac) 17 02-05-2010 07:59 AM
New tech support tools - Tech Support Folder DigiTechSupt Technical Alerts 0 08-07-2007 09:13 AM


All times are GMT -7. The time now is 09:21 PM.


Powered by: vBulletin, Copyright ©2000 - 2008, Jelsoft Enterprises Limited. Forum Hosted By: URLJet.com