How to get a repair?

[Iker]

I need to repair an ACCEL Card, no troubleshooting needed, is way obvious that the card went south, HD2 system installed...perfect, problem card gets installed, system completely malfunctions. Card will not pass DIGITest...

It's impossible to get reliable info on the site, is an infinite loop on no concrete information on what to do, taking you to information on ARCs (Avid repair centers) and then stating that this hardware can conly be repaired directly by Avid and directs you to call to numbers that will not offer any help unless purchase an Avid support code. I DON'T NEED TROUBLESHOOTING...I NEED TO SEND THIS THING FOR REPAIR... WHERE CAN I GET THE INFO ON WHERE TO CALL TO GET AN RMA AND A WARRANTY REPAIR?

Avid...WHEN ARE YOU GUYS WILL GET THAT YOUR SITE IS A DISASTER!!!!! and your support policies are DISMAL AT BEST?

[DigiTechSupt]

Please call 1.650.731.6100 and choose option 3 for a repair - you do not need an ASC for that option.

Also, on the repair info page ( www.avid.com/audiorepair ) on our site it says this:

Repairs

Repairs are handled by Avid Factory Repair Facilities or local Authorized Repair Centers (listed below).

• To obtain an RA# or to check the status of a repair, call your local Avid Support Office and select the RA/Repair option.
• If you need to troubleshoot your product, an Avid Support Code is required.

I put in bold and italics the same thing I'm indicated in my first sentence - did that get overlooked? Do we need to make it more clear in some way?

Can I ask which ARC you spoke to?

[Iker]

call your local Avid Support Office

on the directed link we read:

Avid Assisted support or
Support center

Can't find anything that reads Avid support office or a link that will give me the information that supposedly I'm directed to look at in this link (call your local Avid Support Office), from what I read you are trying to direct me to a local instance right (on that particular link)? Local avid support office? not to call what was digidesign old support numbers.

I would expect if you want me to call my local Avid Support Office to find the same name and apropriate links don't you think?

The bad site design statement... sorry but still stands and could be much clearer if the names of related services would be the same or at least consistent., LOCAL office is not the same as support center.

I called the 1.650.731.6100 before writing the first post and yes just got frustrated on all the explanations and changes and "if you have an avid support number", "if you don't"...etc etc. before hearing option 3 to "schedule a repair"

[Iker]

BTW, thanks for the very prompt response and good will to help

[DigiTechSupt]

No problem. Let me see what I can do about improving some of the wording on those pages.

[the dude]

I repair The Avid Cards
192, 192HD, 96IO, Accel Core, and Accel
also 192 AD / DA Upgrades, as well as 96IO AD / DA upgrades

Most repairs can be completed Same Day or next day