S6 Service Contract Experience

[rus5]

Just wanted to pass this along FYI -
When I received my S6, the Master Module had two buttons that were basically stuck in the depressed position, non-functional. There were some issues getting my service contract set up correctly and by the time I posted a support request, it was deep in last December's holiday season. I went ahead and submitted it hoping for a response in early January (considering the timing). However, I got a call within a few hours from an absolutely excellent service person, Brandon Cammack, who walked me through a confirmation process (use the diagnostic described in the back of your manual if you think you might have the same problem) and started a replacement process THAT EVENING! The next day was a national holiday (no shipping possible) and I got two brand new modules the day after (two switches on the Automation module turned out to be suspect as well). I installed them, sent back the originals at Avid's expense and that was that. In addition, I had a hell of a time getting the "Compression Plate" above the Master Module out during reinstallation and ended up scratching it. I told Brandon and he sent me a new one as well. So, for what it's worth, Avid (represented by Brandon) did an absolutely outstanding job responding to this issue. I'm totally sold on their S6 service support. And I'm not inclined to be impressed by Avid.

[Markk]

I just had an excellent similar experience with Brandon as well. They better hope they don't lose him!!!