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  #11  
Old 11-04-2017, 01:34 PM
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Default Re: Charged Twice For Support Plan

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Originally Posted by dwaynedelario View Post
And that's the reason the phone system doesnt recognize my system ID?
I'd start an online case mentioning the ID issue.

Monday you can call and should be able to get someone on the line since it'll be during the hours listed.
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  #12  
Old 11-04-2017, 02:41 PM
dwaynedelario dwaynedelario is offline
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Default Re: Charged Twice For Support Plan

This language is taken from the ExpertPlus plan literature:

"Avid will also provide 7 days x 24 hours technical support via telephone for Critical Issues with High Priority queuing under ExpertPlus support plans. “High Priority” means the call will be answered before all calls preceding it are answered, except for calls of the same or higher priority. Avid will use reasonable commercial efforts to address these calls within 4 hours."
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  #13  
Old 11-04-2017, 03:18 PM
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Default Re: Charged Twice For Support Plan

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Originally Posted by dwaynedelario View Post
This language is taken from the ExpertPlus plan literature:

"Avid will also provide 7 days x 24 hours technical support via telephone for Critical Issues with High Priority queuing under ExpertPlus support plans. “High Priority” means the call will be answered before all calls preceding it are answered, except for calls of the same or higher priority. Avid will use reasonable commercial efforts to address these calls within 4 hours."
Did you buy an Expert Plus plan?

Your HD plan provides phone support described in the link I provided.
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  #14  
Old 11-04-2017, 03:24 PM
dwaynedelario dwaynedelario is offline
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Default Re: Charged Twice For Support Plan

To be honest Drew it's all a bit confusing. I simply renewed my HD support plan, but ExpertPlus is listed in my account. Here is a screen grab:
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  #15  
Old 11-04-2017, 03:29 PM
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Default Re: Charged Twice For Support Plan

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Originally Posted by dwaynedelario View Post
To be honest Drew it's all a bit confusing. I simply renewed my HD support plan, but ExpertPlus is listed in my account. Here is a screen grab:
Agreed!! I have the same thing in my acct as well. I thought they were separate, but it appears not.

So I'd say someone should be picking up!!
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  #16  
Old 11-04-2017, 03:35 PM
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Default Re: Charged Twice For Support Plan

I escalated this to Jeffro. Let's see if he can shed some light. Hopefully he'll see it this weekend.
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  #17  
Old 11-04-2017, 03:35 PM
dwaynedelario dwaynedelario is offline
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Default Re: Charged Twice For Support Plan

Since the phone system won't accept my System ID, it simply tells me I can either buy an ASC code or hang up. At this point, all I can do is pray that someone responds to the online case I created a few hours ago. Rather ironic how helpless I feel considering it's regarding a support plan!
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  #18  
Old 11-04-2017, 03:36 PM
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Default Re: Charged Twice For Support Plan

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Originally Posted by dwaynedelario View Post
Since the phone system won't accept my System ID, it simply tells me I can either buy an ASC code or hang up. At this point, all I can do is pray that someone responds to the online case I created a few hours ago. Rather ironic how helpless I feel considering it's regarding a support plan!
You could try buying a code and then having them credit you once you get through since you're obviously entitled to the call.
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  #19  
Old 11-04-2017, 03:40 PM
dwaynedelario dwaynedelario is offline
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Default Re: Charged Twice For Support Plan

Good point. Looks like single ASC cases are dealt with in the normal operating hours you posted, so may as well wait until Monday to see if I get any traction. Thanks for the help.
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  #20  
Old 11-04-2017, 03:41 PM
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Default Re: Charged Twice For Support Plan

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Originally Posted by dwaynedelario View Post
so may as well wait until Monday to see if I get any traction. Thanks for the help.
Good idea since it's just a billing issue and not mission critical.
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