Charged Twice For Support Plan

[dwaynedelario]

I renewed my HD plan and Avid charged my credit card twice (two charges of $399). The web portal is broken and any phone number I call says my system ID doesn't have a support contract! AAAAAAAHHHHHHH.

Who do I contact about this before I deny the charge on my credit card?

[john1192]

Originally Posted by dwaynedelario

I renewed my HD plan and Avid charged my credit card twice (two charges of $399). The web portal is broken and any phone number I call says my system ID doesn't have a support contract! AAAAAAAHHHHHHH.

Who do I contact about this before I deny the charge on my credit card?

this would be best in the Licensing and Accounts Category .. i think you would get more Traction there ... this way Jeffro can see it if has has not already ..

[dwaynedelario]

Thanks I will create a thread there.

[Drew Mazurek]

Originally Posted by dwaynedelario

Thanks I will create a thread there.

I'll move it.

Start a case now.

http://avid.force.com/pkb/articles/h...-Case-Creation

[Drew Mazurek]

And since you have HD, you have premium support.

http://avid.force.com/pkb/articles/f...pport-services

[dwaynedelario]

Thanks, Drew. I did that once the portal started working again. The support home page is still broken (in both Chrome and Safari), but the case creation is working.

[dwaynedelario]

I have HD so in theory I should have premium support. When I call the phone number and enter my system ID, it says I have no support plan. The number I am calling is 1-888-456-3444

[dwaynedelario]

Seriously the support plan is a JOKE. I can't even get somebody on the phone???

[Drew Mazurek]

Originally Posted by dwaynedelario

Seriously the support plan is a JOKE. I can't even get somebody on the phone???

Did you read the hours?

http://www.avid.com/learn-and-suppor...-music-support

Call Monday AM.

[dwaynedelario]

And that's the reason the phone system doesnt recognize my system ID?