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Old 02-19-2018, 07:28 AM
Mariano_ Mariano_ is offline
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Default I paid for perpetual license but I didn't receive anything

Hi everyone, I have a problem with AVID and it's being 20 days without a solution, I bought a perpetual license of Protools EDU discount from the reseller bhphotovideo. They charged me 299U$D almost a month ago. But instead of the software they sent me a link to ident-e where I followed all the form and two days later they denied my discount because (here is my fault, I didnt read the requirements) you need to prove that you are working as a teacher the last 6 month, and my last job as a teacher was a couple of years ago.

Problem is that BHphoto is saying that they already payed AVID, and that they don't do refund on download products. And avid is replying me with emails like: "we are looking to find a solution" or "dont worry we will contact you" but it's being more than 20 days !!

I was expecting that they give me my money back right away or at this point a license with some apologize. Can't understand how a great company as avid can't find a solution for such a small problem.

Any ideas what to do? Did anyone went for a similar experience?
Should I do any legal action, like demanding a fraud, they charged me for something they never give me? or this amount of time is normal for a AVID refund ?
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Old 02-19-2018, 07:37 AM
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Default Re: I paid for perpetual license but I didn't receive anything.

Hi mariano !

Im with you here and there has to be a solution pretty soon . Im gonna escalate this .
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Old 02-19-2018, 08:07 AM
Mariano_ Mariano_ is offline
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Default Re: I paid for perpetual license but I didn't receive anything.

Thanks! if you need any information let me know.
it's clear that they need to change the way they sell Educational license on bhphotovideo, they should send first the identit-e form and then if it's aproved, charge the customer later.

thank you I apprecite your help.
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Old 02-19-2018, 10:32 PM
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Default Re: I paid for perpetual license but I didn't receive anything.

Welcome to the community.

Looking into this (sorry, I know you said you've heard this too many times now) and will get you a solution.
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Old 02-20-2018, 07:45 AM
Mariano_ Mariano_ is offline
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Default Re: I paid for perpetual license but I didn't receive anything.

Thank you, yes, I swear I tried every channel to get the refund or the software. If they had given me the money back the same day I would probably buyed the perpetual license full price right away.
I talked several times by phone and send many emails but they didn't give me any solution yet. I paid for the software almost a month ago.

If you need any extra info let me know. I really appreciate your help
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Old 02-20-2018, 02:40 PM
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Default Re: I paid for perpetual license but I didn't receive anything.

Understood and thanks for your patience. FWIW, the purchase process on the Avid store does put the entitlement process first so that you can't buy it to then find out you don't qualify and can't redeem/activate it.
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Old 02-23-2018, 08:22 AM
Mariano_ Mariano_ is offline
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Default Re: I paid for perpetual license but I didn't receive anything

Hi, sorry to bother with this again, did you receive any news from my purchased?

Last time I heard from Avid was 2/18. with a "we are working on this please wait"

if you have any new info let me know please. Thanks



I just sent a new email to them:

"I’m still waiting for a solution on my purchased, I paid for the software a month ago. I honestly can’t understand why it's taking so long to find a solution.

The first option is easy and fast as sending me the software license,
The second one is givining my money back, I understand that because I bought it from a reseller it may take a few days but it’s being 26 days now.
The third option is give me a coupon or boucher for the same amount of money I paid so I can use that money buying the perpetual license without the discount from your website. Of course it will be the worst option for me, because I will be paying more than what I expect for the software and you hold my money for a month but at this point it feels like I need to help you to find a solution."
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Old 02-23-2018, 07:09 PM
Mariano_ Mariano_ is offline
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Default Re: I paid for perpetual license but I didn't receive anything

Just wanted to update this thread.
I received an email from AVID with a activation code.



Thanks for your help
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