Why does Avid support suck?

[aaquilato]

Anyone?

[aaquilato]

I waited on hold for 68min and the tech just put me back on hold before even asking me a question.

Disclaimer.... This isn't funny.

[aaquilato]

If whoever is reading this hasn't figured out this is a rant...

The tech got back on the line and told me he was from India and was a Media Composer tech and I needed to call support again, which I did.
My support code which I just purchased,
(THE BALLS OF THIS COMPANY CHARGING FOR SUPPORT!)
is no longer active. So now I need to purchase another one...??!!

Full Moon Fever for sure.

I'm done.

Stay positive.
Test negative.

[Emcha_audio]

You do realize that with Covid there's less support tech available at the moment. Especially for smaller companies, establishing remote work from home can be troublesome.

[Oli P]

I don't know why it sucks ...but yes, it sucks big time.
I even had the EU office call me and apologize for their utterly useless support.

He was a nice guy...and even gave me a direct email I could use if I was experiencing problems with support again.

[Emcha_audio]

Also, if you have a current subscription or paid for the year

https://www.avid.com/learn-and-suppo...-music-support

this is where you need to go. You won't have to buy a code.

If you're not on the sub, then you will need an asc code.

[aaquilato]

Originally Posted by Emcha_audio

Especially for smaller companies!!!!!.

Are you F**king kidding me!

[Emcha_audio]

Originally Posted by aaquilato

Are you F**king me!

Do you have an idea of how much it costs to establish remote work from home? The security measures you need to put in place, due to the privacy of certain information like cc # addresses, phone numbers etc. Then there's the extra training of your personel to be able to do so as they won't have access to timely answers from their support (floor managers etc). establishing vpn connections to the servers, having a way to dispatch the incoming calls from the main line to the different agents that are not on site, dedicated phone lines to be able to call the team managers when the tech support has a question he can't answer, etc, etc, etc, etc, etc.

So yes for smaller companies it's a lot harder to do than for bigger ones as usually they don't have the same amount of budget. So while avid might hire some third party company (not saying they are I don't know), that third party company would have to relocate their people during the pandemic if they are on lock down, like many countries did.

[aaquilato]

Originally Posted by Emcha_audio

Do you have an idea of how much it costs to establish remote work from home? The security measures you need to put in place, due to the privacy of certain information like cc # addresses, phone numbers etc. Then there's the extra training of your personel to be able to do so as they won't have access to timely answers from their support (floor managers etc). establishing vpn connections to the servers, having a way to dispatch the incoming calls from the main line to the different agents that are not on site, dedicated phone lines to be able to call the team managers when the tech support has a question he can't answer, etc, etc, etc, etc, etc.

So yes for smaller companies it's a lot harder to do than for bigger ones as usually they don't have the same amount of budget. So while avid might hire some third party company (not saying they are I don't know), that third party company would have to relocate their people during the pandemic if they are on lock down, like many countries did.

First let me say, this is an AVID thing.

AVID is a GLOBAL company.
Their software is used EVERYWHERE.

If there was ANY a time to develop a team to SUPPORT the THOUSANDS of users it would be now, when more than (just an estimate?) half the working population is sitting around on their a**es looking for something to do.

I've started another post about what this rant is all about.
Someone read it and please send me some answers.

Got to get back to my rainbow trout. It's dinner time here.
Have a lovely weekend. We can pick this rant up later on.

Stay positive.
Test negative!

[Emcha_audio]

Doesn’t mean that because their software is used everywhere, that Avid is a big company. There’s plugins maker that their team is like 20 people, yet their plugins is used worldwide.

anyhow, how a good day.