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  #1  
Old 10-13-2020, 11:28 AM
Manep Manep is offline
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Default Unintentional Crossgrade Perpetual License

Hi, back a couple months I intended to upgrade my pro tools (I had perpetual license for Pro Tools 12 and below) and I made a crossgrade. Avid's shop isn't clear to what a crossgrade was, and now I get the news that I traded my perpetual license for a subscription. (Who the hell would do this in the first place?)

I read some threads involving the same problem I'm facing,
http://duc.avid.com/showthread.php?t=412064
http://duc.avid.com/showthread.php?p=2547389

I haven'y opened a case, but I can't reach Avid's support (have a problem with my billing address, it won't update!!), I don't know what to do! I wan't my perpetual license back.

Last edited by Manep; 10-13-2020 at 11:39 AM.
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  #2  
Old 10-16-2020, 08:30 PM
StillHollow StillHollow is offline
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Default Unintentional Crossgrade Perpetual License

You are screwed. Same thing happened to my friend and just as you did he has forfeited his perpetual license. Really sucks but can you really expect anything else from AVID?

Last edited by StillHollow; 10-16-2020 at 08:49 PM.
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  #3  
Old 10-16-2020, 10:51 PM
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jeffro jeffro is offline
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Default Re: Unintentional Crossgrade Perpetual License

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Originally Posted by Manep View Post
Hi, back a couple months I intended to upgrade my pro tools (I had perpetual license for Pro Tools 12 and below) and I made a crossgrade...
Welcome to the community.

I see you have a case open now so I'll review that with the CS rep and follow up - please look for a case update email soon...
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Old 10-17-2020, 12:20 AM
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jeffro jeffro is offline
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Default Re: Unintentional Crossgrade Perpetual License

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Originally Posted by StillHollow View Post
You are screwed. Same thing happened to my friend and just as you did he has forfeited his perpetual license. Really sucks but can you really expect anything else from AVID?
We have tried to make this clear... when you select a crossgrade in my.avid.com/products it shows "Trade in your Perpetual license for a Subscription and SAVE 50% off standard price for the first 2 YEARS" and clicking Buy Now posts "Please note: When selecting the “Crossgrade” option to move from a Perpetual license to a discounted Subscription you will be required to trade in your Perpetual license. The Crossgrade is not a renewal for your current Perpetual Software Updates + Support Plan." Did your friend start a support case?
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Old 10-17-2020, 03:18 AM
Teej Teej is offline
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Default Re: Unintentional Crossgrade Perpetual License

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Originally Posted by jeffro View Post
We have tried to make this clear... when you select a crossgrade in my.avid.com/products it shows "Trade in your Perpetual license for a Subscription and SAVE 50% off standard price for the first 2 YEARS" and clicking Buy Now posts "Please note: When selecting the “Crossgrade” option to move from a Perpetual license to a discounted Subscription you will be required to trade in your Perpetual license. The Crossgrade is not a renewal for your current Perpetual Software Updates + Support Plan." Did your friend start a support case?
Jeffro, if I may ... the reason it's still not clear is because it's completely absurd and anti-consumer to "crossgrade" a perpetual license to subscription by default. People can read the words but if someone is moving quickly the actual meaning is not comprehended. Sure, that's on them, but designing the website in a "gotcha" way in which "keep things the way they are" is not the default is BS.

This is just about bolstering stock price by having guaranteed rental income on the books, it's not about fair or clear policies that the users want or need.

Don't be surprised that people are surprised, and get ready for a lot more angry people as time goes on...

At least support does seem to be sorting some people out, it's just a shame it's come to this.

And as always thanks for everything you are doing personally to keep people happy here, I know these policies don't fall on your shoulders.
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Last edited by Teej; 10-17-2020 at 04:19 AM.
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  #6  
Old 10-17-2020, 03:26 AM
Osk Osk is offline
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Default Re: Unintentional Crossgrade Perpetual License

Jeffro you've been incredible in helping me and in solving this issue that became a nightmare for me, and all I have to say is thank you a million times.

As I explained I genuinely didn't realised and for what I remember (this started Oct 19) it wasn't clear at all option wise, On top of it I wasn't warned at all before purchasing the annual subscription with something like "are you sure you want to give away your perpetual licence" you know the sort of warning you have in Pro Tools when you quit the program, "do you wanna save", I do think that option should have been there as a standard procedure as this is a "major" decision. I would had never ever trade my perpetual licence for any discount in the world.

But once again I have to say that Avid support have been fantastic in solving this nightmare. Specially Jeffro, he's been amazing and as soon as he took over the issue was solved within 2 days..

He is a star, Thanks soon much!!

One last thing.. I would have loved to post a reply here before you did Jeffro, to clarify and explain the final resolution.. I had a full on week and just had some time this morning.. Have a lovely weekend!
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Old 10-27-2020, 01:54 PM
StillHollow StillHollow is offline
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Default Re: Unintentional Crossgrade Perpetual License

Quote:
Originally Posted by jeffro View Post
We have tried to make this clear... when you select a crossgrade in my.avid.com/products it shows "Trade in your Perpetual license for a Subscription and SAVE 50% off standard price for the first 2 YEARS" and clicking Buy Now posts "Please note: When selecting the “Crossgrade” option to move from a Perpetual license to a discounted Subscription you will be required to trade in your Perpetual license. The Crossgrade is not a renewal for your current Perpetual Software Updates + Support Plan." Did your friend start a support case?

My friend did not open a case but if you feel there is equitable resolution by doing so I will suggest it to him to do just that.

I think it’s also evident that enough people are making this mistake and that something is not very clear.

I think you have a lot of users who are used to simply clicking on the drop-down box and picking the $99 option. If you guys had made the cross grade $89 for example or $109 I think it would have made people think twice but by picking the same exact price that everyone has been paying year after year therein lies the rub.
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