I will never buy another avid product!!

[fsilano]

Well after many years of being a loyal customer and putting up with the BS from Avid I am DONE. Without my knowledge or input, they have closed my recent case concerning my BROKEN Mbox 3 Pro and my support has expired so I can't even correspond with them about it. THIS IS A TERRIBLE WAY TO TREAT YOUR LOYAL CUSTOMERS. I WILL NEVER BUY ANOTHER AVID PRODUCT!! GOODBYE.

[DigiTechSupt]

Looks like Tech Support last replied to you (from the support case) on 11/5/12. You would have gotten a notice about this, then 2 more notices (after a week then a month) that the case would close if we didn't hear back from you. There are no replies to those 3 email notices, so the case automatically closed.

You reported this problem within your warranty so it should be handled as a warranty repair/fix.

I'll check with the Tech about re-opening the case or issuing an RMA to resolve this.

-Jeff

[sunburst79]

Originally Posted by fsilano

Well after many years of being a loyal customer and putting up with the BS from Avid I am DONE. Without my knowledge or input, they have closed my recent case (case #02033233) concerning my BROKEN Mbox 3 Pro and my support has expired so I can't even correspond with them about it. THIS IS A TERRIBLE WAY TO TREAT YOUR LOYAL CUSTOMERS. I WILL NEVER BUY ANOTHER AVID PRODUCT!! GOODBYE.

I would call avid support. If its a actual hardware issue you any charges will be reversed.

Edit:see DigiTechSupport is on it.

[crizdee]

Originally Posted by fsilano

Well after many years of being a loyal customer and putting up with the BS from Avid I am DONE. Without my knowledge or input, they have closed my recent case (case #02033233) concerning my BROKEN Mbox 3 Pro and my support has expired so I can't even correspond with them about it. THIS IS A TERRIBLE WAY TO TREAT YOUR LOYAL CUSTOMERS. I WILL NEVER BUY ANOTHER AVID PRODUCT!! GOODBYE.

Hi,

Update, support have responded!

It looks like the support ticket closed automatically because there was no activity for 25 days. I'm sure support will re-open the ticket and help when they have further information.

I'll send a note to the forum support team and see if they can inform the support staff


Chris

[fsilano]

Thanks Jeff, i appreciate that. I was waiting to hear back from support after the last correspondence but i never did. Today when i went to check on it i saw the case was closed. I think i have been more than patient in this matter and at this point, with no fix in sight, i would like a refund on the unit. I have another copy of pt10 and an eleven rack that i can use until i figure out what to do long term but i dont want a piece of hardware that i paid full price for that is not fully functional. Im sure you can understand.
Thanks for your help.
Frank

[DigiTechSupt]

Checked the case and the Tech has responded with RMA info (there are other earlier case updates - perhaps you did not get these maybe they went into your spam folder?). So we should be able to close this thread and continue working directly with you to resolve this. Is that okay?
-Jeff

[fsilano]

Thanks Jeff. The email I received from support is for RMA and unit replacement. Since this issue is related to the latest firmware I don't think it is an appropriate solution and I would rather just get a refund for the purchase of the unit. Is that possible?
-Frank

[fsilano]

I tried to reply to the support email but I am still getting this response from the website:

You have attempted to reopen a case that has been closed due to inactivity. If you have an Avid Support Code (ASC), you may be able to submit another case at http://avid.force.com/ASC For more information on ASCs including checking remaining entitlement details or retrieving case history, please see the following page: http://www.avid.com/ASC You can also use our comprehensive online support resources at http://www.avid.com/support

[YYR123]

Originally Posted by DigiTechSupt

Looks like Tech Support last replied to you (from the support case) on 11/5/12. You would have gotten a notice about this, then 2 more notices (after a week then a month) that the case would close if we didn't hear back from you. There are no replies to those 3 email notices, so the case automatically closed.

You reported this problem within your warranty so it should be handled as a warranty repair/fix.

I'll check with the Tech about re-opening the case or issuing an RMA to resolve this.

-Jeff

Wow that's nice CS

[YYR123]

Originally Posted by fsilano

Thanks Jeff. The email I received from support is for RMA and unit replacement. Since this issue is related to the latest firmware I don't think it is an appropriate solution and I would rather just get a refund for the purchase of the unit. Is that possible?
-Frank

Heck no - take what they are giving you and take the replacement - sell it if you want - use it if you want - but never look a gift horse in the mouth