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  #1  
Old 11-04-2017, 12:12 PM
dwaynedelario dwaynedelario is offline
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Default Charged Twice For Support Plan

I renewed my HD plan and Avid charged my credit card twice (two charges of $399). The web portal is broken and any phone number I call says my system ID doesn't have a support contract! AAAAAAAHHHHHHH.

Who do I contact about this before I deny the charge on my credit card?
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  #2  
Old 11-04-2017, 12:21 PM
john1192 john1192 is offline
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Default Re: Charged Twice For Support Plan

Quote:
Originally Posted by dwaynedelario View Post
I renewed my HD plan and Avid charged my credit card twice (two charges of $399). The web portal is broken and any phone number I call says my system ID doesn't have a support contract! AAAAAAAHHHHHHH.

Who do I contact about this before I deny the charge on my credit card?
this would be best in the Licensing and Accounts Category .. i think you would get more Traction there ... this way Jeffro can see it if has has not already ..
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Old 11-04-2017, 12:24 PM
dwaynedelario dwaynedelario is offline
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Default Re: Charged Twice For Support Plan

Thanks I will create a thread there.
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  #4  
Old 11-04-2017, 12:35 PM
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Drew Mazurek Drew Mazurek is offline
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Default Re: Charged Twice For Support Plan

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Originally Posted by dwaynedelario View Post
Thanks I will create a thread there.
I'll move it.

Start a case now.

http://avid.force.com/pkb/articles/h...-Case-Creation
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Old 11-04-2017, 12:37 PM
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Drew Mazurek Drew Mazurek is offline
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Default Re: Charged Twice For Support Plan

And since you have HD, you have premium support.

http://avid.force.com/pkb/articles/f...pport-services
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Old 11-04-2017, 12:38 PM
dwaynedelario dwaynedelario is offline
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Default Re: Charged Twice For Support Plan

Thanks, Drew. I did that once the portal started working again. The support home page is still broken (in both Chrome and Safari), but the case creation is working.
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Old 11-04-2017, 12:39 PM
dwaynedelario dwaynedelario is offline
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Default Re: Charged Twice For Support Plan

I have HD so in theory I should have premium support. When I call the phone number and enter my system ID, it says I have no support plan. The number I am calling is 1-888-456-3444
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Old 11-04-2017, 12:50 PM
dwaynedelario dwaynedelario is offline
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Default Re: Charged Twice For Support Plan

Seriously the support plan is a JOKE. I can't even get somebody on the phone???
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Old 11-04-2017, 01:09 PM
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Drew Mazurek Drew Mazurek is offline
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Default Re: Charged Twice For Support Plan

Quote:
Originally Posted by dwaynedelario View Post
Seriously the support plan is a JOKE. I can't even get somebody on the phone???
Did you read the hours?

http://www.avid.com/learn-and-suppor...-music-support

Call Monday AM.
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Old 11-04-2017, 01:24 PM
dwaynedelario dwaynedelario is offline
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Default Re: Charged Twice For Support Plan

And that's the reason the phone system doesnt recognize my system ID?
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