Avid Pro Audio Community

Avid Pro Audio Community

How to Join & Post  •  Community Terms of Use  •  Help Us Help You

Knowledge Base Search  •  Community Search  •  Learn & Support


Avid Home Page

Go Back   Avid Pro Audio Community > General Discussion & Off Topic > General Discussion

Reply
 
Thread Tools Search this Thread Display Modes
  #1  
Old 01-25-2016, 10:47 PM
mixinthecity mixinthecity is offline
Member
 
Join Date: Dec 2015
Location: San Francisco
Posts: 24
Default Avid Support Plan - Support costs Extra

I am helping out a friend whose english is not so good. He has Pro Tools support plan that costs extra for support for the problem that he has.
Avid Support informed him that must purchase an ASC code. It is really hard pill to swallow for folks that have purchase one on your support plans.
It's really NOT fair.
So buying an Avid Support Plan really is useless.
Stories like these really put people off from buy Pro Tools.
Reply With Quote
  #2  
Old 01-26-2016, 07:09 AM
JoelG's Avatar
JoelG JoelG is offline
Moderator
 
Join Date: Mar 2010
Location: Canada
Posts: 1,851
Default Re: Avid Support Plan - Support costs Extra

Does he have a support plan or a upgrade plan?

Joel
__________________
Jame Space:
HP Elite 6300 / Core i5 3570 / 12GB RAM / Win 10 Pro
Pro Tools 12 HD / Focusrite 18i20 + M-Audio ProFire 2626

Home:
Intel S5000PSL / 2 x Xeon E5450 / 32GB RAM / Win 10 Pro
Pro Tools 12 HD / M-Audio Project Mix IO

Rig:
Eleven Rack / ART SLA1 / Fender Mustang V 412 / FCB1010 w/ EurekaPROM
Reply With Quote
  #3  
Old 01-26-2016, 07:36 AM
Marco Bernardo's Avatar
Marco Bernardo Marco Bernardo is offline
Member
 
Join Date: Jan 2007
Location: Lisboa, Portugal
Posts: 782
Default Re: Avid Support Plan - Support costs Extra

Quote:
Originally Posted by mixinthecity View Post
I am helping out a friend whose english is not so good. He has Pro Tools support plan that costs extra for support for the problem that he has.
Avid Support informed him that must purchase an ASC code. It is really hard pill to swallow for folks that have purchase one on your support plans.
It's really NOT fair.
So buying an Avid Support Plan really is useless.
Stories like these really put people off from buy Pro Tools.
All my experience with the Support was flawless, they try hard to help the best they can. I have support plan active.

As JoelG asked, do you have support plan or upgrade plan, or another question, how much did you pay for the upgrade (from what version it was made the upgrade)?
__________________
Marco Bernardo

Dialog Editor, Sound Designer, Re-Recording mixer

nMacPro 6Core/D500/512GB/64Gb ram | PT HD 12 HDN Thunderbolt | HD OMNI | Avid Artist Mix | Novation Impulse 25 | Waves Mercury Native | Audioease All In Bundle | SoundToys | McDSP Classic Pack | DUY Overpack | Arturia Beatstep Pro

Last edited by Marco Bernardo; 01-26-2016 at 07:55 AM.
Reply With Quote
  #4  
Old 01-26-2016, 11:10 PM
mixinthecity mixinthecity is offline
Member
 
Join Date: Dec 2015
Location: San Francisco
Posts: 24
Default Re: Avid Support Plan - Support costs Extra

$199.00 support & upgrade plan... Support started September 2015.
I think the real problem is Avid support is contracted out to 3rd party company and it's clear indication that Avid is not providing the proper support.
pleas read my original post I have been using using pro tools since 1992 - and I feel confident that I know the difference between a support and upgrade plan
Reply With Quote
  #5  
Old 01-27-2016, 05:32 AM
JoelG's Avatar
JoelG JoelG is offline
Moderator
 
Join Date: Mar 2010
Location: Canada
Posts: 1,851
Default Re: Avid Support Plan - Support costs Extra

I read your original post just fine, thanks; but there has been plenty of confusion with the upgrade and support plans and wanted to make sure what was purchased. He should have access to one support call per month for free under the support plan.

http://avid.force.com/pkb/articles/e...censing-FAQ#11
"Q: How does support in the new Pro Tools offerings differ from previous support included with Pro Tools?
A: Before, Pro Tools included a limited amount of support cases within the first 60 days of owning your product and you would have to purchase feature updates. If you needed additional help, you had to either purchase a support plan or an Avid Support Code (ASC) to get per-incident help for a fee. Our new offerings provide software updates, unlimited web support and either one support phone call per month for Pro Tools or unlimited calls for Pro Tools | HD, for the duration of your plan. For more information, visit the Pro Tools Licensing webpage."

Had he already used his phone support for the month? Post back and I can forward this on to Jeffro to dig into this.

Joel
__________________
Jame Space:
HP Elite 6300 / Core i5 3570 / 12GB RAM / Win 10 Pro
Pro Tools 12 HD / Focusrite 18i20 + M-Audio ProFire 2626

Home:
Intel S5000PSL / 2 x Xeon E5450 / 32GB RAM / Win 10 Pro
Pro Tools 12 HD / M-Audio Project Mix IO

Rig:
Eleven Rack / ART SLA1 / Fender Mustang V 412 / FCB1010 w/ EurekaPROM
Reply With Quote
  #6  
Old 01-27-2016, 01:36 PM
jeffro's Avatar
jeffro jeffro is offline
Avid
 
Join Date: Jun 1999
Location: SF Bay Area
Posts: 8,303
Default Re: Avid Support Plan - Support costs Extra

Thanks for providing your friend's info. I reviewed his case and the issue is that he lost his iLok. A lost (or stolen) iLok is not covered under warranty/plan, and the tech that handled the case correctly followed the process for lost iLoks. I'll follow up on the support case to help get this resolved.
__________________
Reply With Quote
  #7  
Old 01-27-2016, 01:47 PM
Marco Bernardo's Avatar
Marco Bernardo Marco Bernardo is offline
Member
 
Join Date: Jan 2007
Location: Lisboa, Portugal
Posts: 782
Default Re: Avid Support Plan - Support costs Extra

It was way more easy to help you if you started the thread saying that your friend lost his iLok with the license inside.

Nice one Jeffro as always flawless help.

Cheers,
__________________
Marco Bernardo

Dialog Editor, Sound Designer, Re-Recording mixer

nMacPro 6Core/D500/512GB/64Gb ram | PT HD 12 HDN Thunderbolt | HD OMNI | Avid Artist Mix | Novation Impulse 25 | Waves Mercury Native | Audioease All In Bundle | SoundToys | McDSP Classic Pack | DUY Overpack | Arturia Beatstep Pro
Reply With Quote
Reply

Thread Tools Search this Thread
Search this Thread:

Advanced Search
Display Modes

Posting Rules
You may not post new threads
You may not post replies
You may not post attachments
You may not edit your posts

BB code is On
Smilies are On
[IMG] code is On
HTML code is Off

Forum Jump

Similar Threads
Thread Thread Starter Forum Replies Last Post
Extra plugins with 199 support plan? atkeyboards Pro Tools 12 0 09-24-2015 02:28 AM
Avid support plan...you can't even buy it anywhere! LSD-Studio Pro Tools 10 26 12-08-2011 12:27 PM
Avid Support Plan Active, Now What? Greg Malcangi Pro Tools 10 12 11-21-2011 09:13 AM
PTHD10 for $599 Avid Support Plan still a scam edadema Pro Tools TDM Systems (Mac) 13 11-08-2011 04:32 PM


All times are GMT -7. The time now is 10:31 AM.


Powered by: vBulletin, Copyright ©2000 - 2008, Jelsoft Enterprises Limited. Forum Hosted By: URLJet.com