Avid Tech Support (New S1)

[jphaudio]

Hello, just some frustration on waiting for Avid support portal answer for my new S1, it's been 5 days since my hardware failure support ticket was created and no response. This was a big reason I was looking to go with a different company for new controllers.


Has anyone had this experience or do they take extra long top respond normally?


Thank you

[jphaudio]

I got a reply today (six days after submitted ticket) They advised it needs to be repaired and asked for my info, including billing address. It is brand new from an Avid dealer, and shipped directly from Avid. I hope this process goes well.


Any experiences or advise anyone has is very helpful.
Thank you

[EddieJones]

Hi, Sorry for the delay. Please let me know if you don't get anywhere.

[jphaudio]

Thank you very much, will do.

[marianna]

Originally Posted by jphaudio

Thank you very much, will do.

Hi Jeff,

I was able to find your case and RMA and see that all the info was provided to you yesterday. I am investigating the delay in the initial response as well. I tagged the 2 techs who are working it and ask that they keep you in the loop thru the process and also copied they boss. :)

Please reach out to me if you feel this is not going as it should so I can make sure it does.

Marianna

[jphaudio]

Hi Marianna,


Thank you so much. I try not to post like this, but sorry I just got a little frustrated.


Yes, I saw the messages last night. Juls has been very helpful! I think things are getting closer now. Just wanting on the RMA department for the next steps.



The initial six day delay was a concern since I just purchased the two S1's and a Dock less than 30 days ago, but I'm learning a little better how to navigate the process and what to expect in terms of wait times.



I might just purchase a higher tier support plan next go around :)


(Grammy voting member and PT user since 1998.)
Thank you, J

[marianna]

No worries as I understand the frustration and silence when you don't know what if anything is happening.

You can always ping myself directly ( email is in my signature ) or anyone on my team ( Tope, Charles, Mark David ) for assistance should something go long in the tooth.

Im following the RMA and will ensure it goes off without a hitch.

Apologies on behalf of Avid for the delay and I will get to the reason why it happened and fix it.

Marianna

[jphaudio]

Reply to Carlo:


Thank you very much! I really appreciate your help and communication. Avid is really the best company, hands down. I knew I just needed to hang in there a bit :) J