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  #1  
Old 01-26-2018, 05:19 PM
mesaone mesaone is offline
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Default Avid not honoring the "grace period" [SOLVED]

My Pro Tools HD upgrade+support plan has expired. On January 12th, I received an email:

Quote:
Pro Tools Customer,

As you’re probably aware, your Perpetual Software Upgrade & Support Plan for Pro Tools | HD has expired. We want to give you another chance to renew your plan at the regular, low renewal price before you're in the position where you have to buy a more-expensive Pro Tools | HD Upgrade Reinstatement Plan. But hurry—this grace period offer ends on the last day of the current month.
So I can renew at the regular $399 price before the end of the month. Well, I went to my account and there was no renewal link. I contacted support, who told me I would have to buy the $999 reinstatement plan.

This isn't right. According to Avid, I have until Jan 31st.
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  #2  
Old 01-26-2018, 05:43 PM
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Default Re: Avid not honoring the "grace period"

Did your licenseexpire december 31st or November 31st?
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  #3  
Old 01-26-2018, 05:48 PM
mesaone mesaone is offline
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Default Re: Avid not honoring the "grace period"

Support plan expired Dec 22.

At first I thought I had one month (i.e. Jan 22nd) for the grace period, but the email from Jan 12th clearly states "the last day of the current month"
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Last edited by mesaone; 01-26-2018 at 05:53 PM. Reason: clarity
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  #4  
Old 01-26-2018, 07:19 PM
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Default Re: Avid not honoring the "grace period"

I'll check out your account and reply via support case.
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Old 01-26-2018, 07:29 PM
mesaone mesaone is offline
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Default Re: Avid not honoring the "grace period"

Thanks Jeffro, I appreciate it.
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  #6  
Old 01-28-2018, 04:28 PM
mesaone mesaone is offline
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Default Re: Avid not honoring the "grace period"

For some reason the case isn't showing up in my sopport portal, but I do have an email with the case number. 03388168
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  #7  
Old 01-28-2018, 04:56 PM
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Default Re: Avid not honoring the "grace period"

Heading home from NAMM but will check that out soon (possible the case was done using a different email address than your my.avid.com account?).
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Old 01-28-2018, 08:31 PM
mesaone mesaone is offline
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Default Re: Avid not honoring the "grace period"

Just checked, it's the same email address.
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  #9  
Old 01-30-2018, 03:10 PM
mesaone mesaone is offline
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Default Re: Avid not honoring the "grace period"

I really appreciate you taking the time to get me sorted out, Jeffro. All is well now.

I took note of your response that the email I received contained the incorrect expiration date.
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