How do I get an update on a support case?

[Trailerman]

Hi

I had a number of support cases open with Avid towards the end of last year, a couple of which remained unresolved.

In 1 case the fault was reproduced, acknowledged and logged as a bug by the Avid support rep., and I was told I would be updated. Since then no news. I need to establish if the issue has been fixed for ProTools 12, but if I respond to the case email thread, I just get notification that the case has been closed.

I don't see why I should purchase an ASC to check on the status of an acknowledged issue. Any ideas what else I can do? How can I reopen it and ask for an update?

Thanks for any help.

Jules