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  #21  
Old 11-04-2017, 05:04 PM
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Default Re: Charged Twice For Support Plan

I see both of your cases in the queue, so any duplicate charges will be taken care of. The rep should also be able to help with your phone support if that's not working properly. Sorry for the trouble.
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  #22  
Old 11-04-2017, 05:25 PM
dwaynedelario dwaynedelario is online now
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Default Re: Charged Twice For Support Plan

Here is a twist: In the case management web portal, I clicked on the area that says "Contracts." In there is the $399 plan and its listed as starting next year! What the hell? I have a sneaking suspicion that this is related to the auto renewal weirdness.
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  #23  
Old 11-04-2017, 05:30 PM
dwaynedelario dwaynedelario is online now
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Default Re: Charged Twice For Support Plan

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Originally Posted by jeffro View Post
I see both of your cases in the queue, so any duplicate charges will be taken care of. The rep should also be able to help with your phone support if that's not working properly. Sorry for the trouble.
Ah just saw this, thank you Jeffro. Hopefully this will get resolved soon. Appreciate the assistance!
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  #24  
Old 11-05-2017, 05:33 AM
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Neale Eckstein Neale Eckstein is offline
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Default Re: Charged Twice For Support Plan

Consider calling one of the retailers next year. You will deal with a human directly who’s got your back and you might even save a little money or get something extra as a thank you for your business. And they will deal with problems if the renewal glitches.


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  #25  
Old 11-05-2017, 09:44 AM
jjnssn jjnssn is offline
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Default Charged Twice For Support Plan

Last year I paid early hoping to avoid any delay. Actually it ended causing a delay. This year I just let the process of renewal and charge to my credit card happen and then a week in advance I put an ASC in and asked that the process be verified. This year no delay and my license was renewed and ASC was closed the same day.

I don’t fully understand the grace period, and how that impacts the bundled plugins, yet the folks helping at avid said there is a 30 day grace period so if the transaction doesn’t happen that day your perpetual license should hold you over until the transaction is complete. Again and however not sure if the bundled plugs will run during the grace period.


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  #26  
Old 11-06-2017, 10:48 AM
dwaynedelario dwaynedelario is online now
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Default Re: Charged Twice For Support Plan

Quote:
Originally Posted by jeffro View Post
I see both of your cases in the queue, so any duplicate charges will be taken care of. The rep should also be able to help with your phone support if that's not working properly. Sorry for the trouble.
Hey @jeffro what is the response time like for this system? Thankfully I have never had to use it before, but still no word from Avid Support.
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  #27  
Old 11-07-2017, 11:10 AM
dwaynedelario dwaynedelario is online now
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Default Re: Charged Twice For Support Plan

This STILL has not been dealt with. The cases have been "assigned" yet nothing has happened. I have no choice but to deny the charges on my credit card.
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  #28  
Old 11-07-2017, 12:48 PM
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Default Re: Charged Twice For Support Plan

So sorry for the delay, I have escalated your cases to management to handle the charge and find out what delayed the response.
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  #29  
Old 11-15-2019, 09:40 AM
tom_lowe tom_lowe is offline
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Default Re: Charged Twice For Support Plan

I've just been charged twice. 2 days apart.

System ID: 50863565
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  #30  
Old 11-30-2019, 09:32 PM
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Default Re: Charged Twice For Support Plan

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Originally Posted by tom_lowe View Post
I've just been charged twice. 2 days apart.

System ID: 50863565
Found your support case and see our rep asked for more info but hasn't seen a reply. Please check your email for a case notice and reply to that if this is still an open issue. Thanks.
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