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  #1  
Old 11-15-2011, 10:17 AM
stackjones stackjones is offline
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Default Pro Tools 10 Upgrade [Case: 01763108]

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Last edited by stackjones; 12-07-2014 at 09:50 AM.
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  #2  
Old 11-15-2011, 02:02 PM
Firechild Firechild is offline
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Join Date: Jun 2010
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Default Re: Pro Tools 10 Upgrade [Case: 01763108]

Yes, something is not right with AVID support right now...
I´ve been trying for three weeks to get a response for a free update to HD 10 !
I have replied with an attachment of a photo scan of my invoice but a week later AVID send me an email: We have not heard from you regarding this case in 5 days. We hope this means your issue has been resolved...
Happend two times now...
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  #3  
Old 11-15-2011, 02:18 PM
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AvidCS AvidCS is offline
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Join Date: Apr 1998
Posts: 1,156
Post Re: Pro Tools 10 Upgrade [Case: 01763108]

Sorry about the trouble you've been experiencing.
Quote:
Originally Posted by stackjones View Post
1) On my -- Products not yet downloaded -- page.
NONE of my coupon or activation codes are valid.
I'm trying to download the Strike upgrade with my 99.00 Avid Store Credit. I enter the coupon code and receive the message -- Promotional code is invalid.

2) Free plugins activation code -- same issue -- Promotional code is invalid.
Sounds like this relates to Avid Vantage which is not yet available. CS is looking into why this occurred.

Quote:
3) Pro Tools 10 free upgrade.
I qualify for the PT 10 free upgrade since I have purchased it on Oct. 1st and submitted the proof of this. I have had no response since submitting that information.
CS is working on this as well.

Quote:
Also, when I try to respond to the email:
digicustomersuccess@avid.com
Which I am directed to do -- I get the following ridiculous email response:
Avid Customer Success <noreply@avid.com>
[Auto Response] New Cases Cannot be created
November 16, 2011 3:15 AM
New cases cannot be create by email.
We have other reports of email replies to case notices not getting into our support system and we are investigating this.
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  #4  
Old 11-15-2011, 02:18 PM
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AvidCS AvidCS is offline
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Post Re: Pro Tools 10 Upgrade [Case: 01763108]

Quote:
Originally Posted by Firechild View Post
I have replied with an attachment of a photo scan of my invoice but a week later AVID send me an email: We have not heard from you regarding this case in 5 days. We hope this means your issue has been resolved...
Happend two times now...
We are looking into this, and have opened your support case while we work to solve the problem.
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  #5  
Old 11-15-2011, 03:08 PM
Willard Willard is offline
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Join Date: Jul 2002
Location: Rawlinson End
Posts: 139
Default Re: Pro Tools 10 Upgrade [Case: 01763108]

In January of this year I got caught in an "infinite loop" of my support emails being rejected (bouncing back). Very frustrating and hasn't given me any confidence that the PT 10 Support Plan is a worthwhile investment for me. Suffice it to say Stackjones, I feel your pain.

FYI Avid, the case numbers were;
iLok Licensing [Case : 01461999]
Pro Tools HD 9 Upgrade iLok license surrender [Case : 01458256]
iLok Licensing [Case : 01470355]
etc
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Pro Tools 9.0.5 | HD3 PCIe | 192 i/o | C|24
Mac Pro5,1 (mid 2010) Westmere 3.33 GHz Hexacore | 16gb ram | OS X 10.7.4 | VEPro 5.3.13141

Pro Tools 9.0.6 | HD3 PCIx | Apogee Rosetta 200 | Magma PE6R4-I
MacPro5,1 (mid 2010) Westmere 3.33 GHz Hexacore |16gb ram | OS X 10.7.4 | VEPro 5.3.13141
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