My support contract?

[steveshuckart]

I've paid for a phone support contract for 5 years now and I've called when I needed help and your employees have been wonderful. Now I called and it says my support code isn't valid for phone support. Why? I still have 41 days left, I've paid 100 dollars US every year to get that support and now I don't get it? Why would or should I pay another 100 dollars for another year of...no support? I've even written, opened a support case....nothing. Can I get some freakin' help for my Pro Tools?

[TOM@METRO]

Hi Steve,

Welcome to the community.

I'll try to escalate this for you.

[steveshuckart]

Thank you, my friend!!

[TOM@METRO]

Escalation successful. You should hear back soon.

[steveshuckart]

Will they contact me here or in my email?

[JFreak]

Have you actually paid for phone support? Check this...

[steveshuckart]

I've paid 100 US dollars a year for 5 years running and whenever I called for help, my support code always worked up until a month ago. I'm not sure what plan I have as the ones listed have no prices, but I've ALWAYS had phone support.

[steveshuckart]

Btw JFREAK, this is my first post above, which states;

I've paid for a phone support contract for 5 years now and I've called when I needed help and your employees have been wonderful. Now I called and it says my support code isn't valid for phone support. Why? I still have 41 days left, I've paid 100 dollars US every year to get that support and now I don't get it? Why would or should I pay another 100 dollars for another year of...no support? I've even written, opened a support case....nothing. Can I get some freakin' help for my Pro Tools?

[steveshuckart]

I'm still waiting on a response and answers, thank you!!

[spinsong]

At one point they had 2 or three tiers of support plans. I think it was around 300 for platinum support etc. they eventually phased it ou to a per incident basis. 50 or somewhat per incident. That’s probably what you’re looking at. The software support is really for updates. I should know I had to pay a support ticket just for a cs update that was supposed to be there in the first place.


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