AVID Does Not Honor "Grace Period" Buyers Beware!

[DannyB_KY]

EDIT: AVID resolved the issue. Rest assured, AVID will honor their "Grace Period."






My ProTools Annual Upgrade and Product Support both expired on Aug. 7, 2017. I tried to renew, 16 days later, on Aug 23 2017. For what ever reason, the system would NOT allow me to renew. My only choice was for re-instatement at $299. After multiple attempts to get the renew price, I finally paid re-instatment. Yes, I should have contacted tech support prior to paying, but I didn’t think of it. My bad on that point.

Once I remembered that AVID offers a grace period, I opened a tech support ticket. Initially I asked for my licenses to be fixed and refund the overcharge, as I was within the grace period. I did not care why the snafu happened, I just wanted AVID to fix my licenses. I eventfully changed my request and asked that the extra money be used to extend my licenses period.

Bret then Pinky handled my case. I was told this evening …. “As per Support, they are unable to validate your claim. As you see, if you will renew your plan by the time that your plan is still active, not expired, or is still within the 30-day grace period, the website will direct you to the correct path where you can renew for the correct price. To be honest, this is the first time that we received this kind of issue and that's the exact reason why we are unable to grant your request. “

The only conclusion for is that the “grace period” for me, and likely others with special circumstances, is fiction. AVID stuck me for $101. Buyer beware!

[Sardi]

That's weird.

Both times I've had to renew my plan in the last 2 years, I was at least a fortnight over the due date.

Last year I purchased the renewal direct from the AVID store. This year I purchased it via RSPE due to the 20% sale. Both times the activation went fine. No issues at all.

I'm REALLY surprised they didn't refund you as like you stated, you were within the grace period and can prove it. It's not like you get an extra few weeks by doing this, as when applied, the renewal begins when it lapsed.

I'd chase it up further if I were you. Don't throw away $200!


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[DannyB_KY]

Originally Posted by Sardi

...............

I'm REALLY surprised they didn't refund you as like you stated, you were within the grace period and can prove it. It's not like you get an extra few weeks by doing this, as when applied, the renewal begins when it lapsed.

I'd chase it up further if I were you. Don't throw away $200!

..............

I'm surprised also. I thought AVID was an honest business. Support said no, so all I can do is share the information.

[Sardi]

Get in touch with Jeffro on the forum and see if he can help you out.

He's fantastic and would go out of his way to sort it out.


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[jeffro]

Sorry that you had trouble with renewal. There is a 30 day grace period that allows for renewal beyond the plan’s expiration date, so I’ll look into this to find out what happened and follow up via support case.

[DannyB_KY]

Sir, I greatly appreciate your effort to restore my account AND my faith in AVID.



FWIW, I suspect this glitch was generated by the 1st High Sierra version of Firefox being run on Sierra OSX. After this snafu occurred, I discovered there were widgets on eBay and Reverb that worked correctly using Safari, but did not work correctly on Firefox, my primary browser, until I upgraded that MBP to High Sierra. Those sites now work correctly on that machine with Firefox.

[Cowboy Bob]

This may or may not be related, but it took two months to get a license upgrade from Sibelius-First to Sibelius 8.whatever to work through the website.

Avid activation support was extremely helpful, providing a temporary license until they got it fixed, just this past week. I was under the impression it was a website issue.

[uptheoctave]

Originally Posted by DannyB_KY

Sir, I greatly appreciate your effort to restore my account AND my faith in AVID.

FWIW, I suspect this glitch was generated by the 1st High Sierra version of Firefox being run on Sierra OSX. After this snafu occurred, I discovered there were widgets on eBay and Reverb that worked correctly using Safari, but did not work correctly on Firefox, my primary browser, until I upgraded that MBP to High Sierra. Those sites now work correctly on that machine with Firefox.

In most situations it isn't some sort of Machiavellian corporation trying to rob you of your hard earned cash, but rather just a systems error or human error.

Patience and perseverance usually gets the right result.

I've not had any issues with upgrade renewal, fwiw.

[Southsidemusic]

So it was you and not Avid where you called out Be aware

[jeffro]

Originally Posted by DannyB_KY

Sir, I greatly appreciate your effort to restore my account AND my faith in AVID.

FWIW, I suspect this glitch was generated by the 1st High Sierra version of Firefox being run on Sierra OSX. After this snafu occurred, I discovered there were widgets on eBay and Reverb that worked correctly using Safari, but did not work correctly on Firefox, my primary browser, until I upgraded that MBP to High Sierra. Those sites now work correctly on that machine with Firefox.

Thank you for sharing that info. Your case shows that CS is still working on this and should be able to resolve it soon.