Avid Horrible customer support and service

[jamie8]

Was not going to post this and figured id give avid the benefit of a doubt but now i will post this on the chance that someone here can get this avid mess fixed as i have had it!

I bought a Protools reinstatement plan through an authorized Avid reseller. Avid sent an authority code to a wrong non-existing email account. My only recourse at that point was I had to spend almost $50.00 on a phone call to Avid just to speak to a representative! What a joke!

They acknowleged that the right product was purchased and but then have the nerve to say, "Oh we can't fix this... you need to talk to the reseller!"

Well I did and the reseller can't help me either - and this goes round and round, back and forth.

All I have is that my money is gone both on the 'avid authorized plan' (the $50 BS) and from the reseller, this whole thing is frustrating and I am pissed off! how can anyone do business like this ?

The following is the latest letter to Avid


Hi Jeffrey,

You will see that I have included an email address to Mike at XXXXXXXXXXXX who was my retailer of the ProTools product I bought and Brian at Hal Leonard who is the direct liaison that Mike has to your product to my understanding.

I also have included an email address to my friend James Meyer who is my 'Pro Tools Guru' and has been for many years when I have needed help understanding anything to do with your products over the years.

This is getting incredibly frustrating.

FYI, It's also TERRIBLE customer service that had to pay roughly $50 for the privilege of talking to a company representative who has actually not been able to help do much except merge my old defunct email address to my current email address.

$50 for that? Are you kidding me?

I cannot even download the ProTools product I bought! How hard is this to rectify? Please issue me a code so I can get the product or send me a brand new link to one. I 'm sure you could do this. If not you, your upper management surely could. Can they help?
I have attached a copy of my receipt etc. so you know that I did in fact buy this product.

This has got to be fixed immediately. I don't understand the hold up...

Please!!!!

Mick

(please see purchase attachments)


On Fri, Feb 26, 2021 at 8:11 AM Avid Customer Care wrote:

* Please type your reply at the top of the email *

Recently you requested assistance from Avid Customer Care.
Below is our response and a summary of your request.

To update this case, reply to this email leaving the subject line as it is and enter your response at the top of the email.

No longer need this case? Is this case resolved? Click here to close the case now! Thank you.

If there is no response, we will check in with you in 5 days.

If you have an Avid support contract you may use the following link to log in and view, create and manage your cases (does not apply to Avid Support Code (ASC) Per Incident cases):
http://csportal.avid.com

Current Response:

Entered on: 2/26/2021 11:11 AM Entered by: Jeffrey

Hi Mick,

Thank you for contacting Avid Global Customer Care.

Sorry for the inconvenience that this has caused you but since you purchased the code to our valid Reseller, we don't have a copy of the renewal code. The Code was sent by the reseller not directly from Avid Shop. The Reseller should have a copy of the renewal code or at least a proof of purchase. Please be advised.

Kind regards,

Jeffrey
Avid Global Customer Care
Previous Responses:

Entered on: 2/25/2021 11:12 PM Entered by: Customer

So? Is there anyone who can give me service for the product I paid for?

Am I doing something wrong perhaps?
[image: Screen Shot 2021-02-25 at 8.10.36 PM.png]
[Screen Shot 2021-02-25 at 8.10.36 PM.png]
Entered on: 2/25/2021 12:04 PM Entered by: Customer

Please read from the reseller:

Hi Mick,

I received this email today. Were you able to resolve your Avid account issue?


Michael Mann
President
XXXXXXXXXXX


> On Feb 25, 2021, at 10:24 AM, Mick Dalla-Vee <[email protected]> wrote:
>
> Please read:
>
Entered on: 2/25/2021 11:37 AM Entered by: Customer

Please understand that AVID were the ones that sent the registration code to my old defunct email address.
Can you please help me?

I need to get work done!

Thank you for your kindness in this matter

Mick

XXXXXXXXXXX


Being me is a full time job and I haven't missed a day yet...
>>
Entered on: 2/25/2021 11:08 AM Entered by: Jeffrey

Hi Mick,

Thank you for contacting Avid Global Customer Care.

This is to inform you that we have already merged your account to XXXXXXXXXX

And please be advised that we don't have access to that renewal code sent by the reseller, and if they sent it, they should have at least have a copy of the renewal code on their records. Please contact the Reseller again and get the renewal code. Thank you.

Kind regards,

Jeffrey
Avid Global Customer Care
Entered on: 2/24/2021 2:26 PM Entered by: Customer

Please continue. I need to have my account merged

Mick
Entered on: 2/24/2021 11:59 AM Entered by: Jeffrey

Hi Mick,

Thank you for contacting Avid Global Customer Care.

Please be informed that your request is still in progress state. I will send you an email once there's an update. Thank you.

Kind regards,

Jeffrey
Avid Global Customer Care
Entered on: 2/23/2021 6:00 PM Entered by: Customer

I agree to this
Entered on: 2/23/2021 5:55 PM Entered by: Jeffrey

Hi Mick,

Thank you for contacting Avid Global Customer Care.

I have already submitted your requests. I will be sending you an email once there's an update. Please be advised.

Kind regards,

Jeffrey
Avid Global Customer Care
Case Description:

I want to merge my accounts and transfer all the licenses to XXXXXXXXXX
He is not using this email: XXXXXXXXXXXXXX


We purchased a renewal code to a reseller for our expired License. authorization code was sent to unexisting email.
We're Avid. Learn More www.avid.com
© Avid Technology, Inc. All rights reserved. Avid, the Avid Logo, and other Avid trademarks are either registered trademarks or trademarks of Avid Technology, Inc. or its subsidiaries in the United States and/or other countries.

Mick Dalla-Vee

XXXXXXXXXXXXXX
‘Sent from my Illudium Q-36 Explosive Space Modulator’


if anyone has bothered to read so far , to sum it up we purchased a protools reinstatement
from an authorized reseller recognized from avid .
the correct product!

Have not been able to get a code from either the seller of the product or or avid.

have had a support case and paid like 50$ for it .. to get nowhere.

have deadlines and its been 4 days and no end in site!!

this is the worst experience i have ever had in dealing with any software company period and i have run major studios . in major markets and have worked with some of the biggest names and never.... have i been forced down this rabbit hole.!!!!!!

--

[TOM@METRO]

I have pushed this up. We will hopefully solve this for you.

[jamie8]

thank you i appreciate e the help!

[jamie8]

thank you for stepping this up , this issue was solved today due to your help on this site . all is well and the matter is now closed:)

[TOM@METRO]

I'm glad I could help.