ProTools Tech Support not responding to tickets

[iggydolby]

I have three incidents opened with Tech Support , one for 20 days.
One of them has been a reopened case since they never fixed it last year.
The recommendation was : "Delete ProTools preference folder" for all my problems. Nice !!
I will say, since I've been paying for my Ultimate / HDX system support / maintenance religiously they should freeze the "clock" on the maintenance payment and until they fix my issues I should not be told or forced to renew my payment for continued support.
Does anybody have this kind of issues with AVID?

[JFreak]

Do you have a case number?

[iggydolby]

Case Number Contact Name Subject (Short Description) Sub Stage Date/Time Opened
04014932 Elisavetsky, Ignacio Pro Tools Ultimate | Unable to play session Customer Update 9/8/2020 6:50 PM
04018093 Elisavetsky, Ignacio Sessions don't keep or store the windows locations. For example Mixer window on Left monitor, edit window on right monitor Case in Queue 9/14/2020 10:36 AM
04018099 Elisavetsky, Ignacio "Space" plugin order of patches are "jumbled"

[JFreak]

Escalated

[iggydolby]

Thank you !

[JFreak]

no problem. now just obviously need to keep waiting

[JingleDjango]

Originally Posted by iggydolby

Does anybody have this kind of issues with AVID?

A litany of threads just like this one suggests that yes, it is a common problem.

[JFreak]

Originally Posted by JingleDjango

A litany of threads just like this one suggests that yes, it is a common problem.

It just tells that Avid has a lot of customers and customers have internet access. But still, fair point

[Mos.]

6 days : no answer to my ticket, as a professional I unfortunately do not get eternity --- from France ... phone number 1 does no longer exists --- phone number 2 message telling that Avid cannot answer --- European number... message asking to enter system ID.... but the number is not recognize (is that only mine ?) ---- Well...I bought a card from another company until someone could help me to get my HDX working with the new Mac....from here I can say I am very worry about the future at Avid !!!

[innesireinar]

The best DAW owned by the worst company...