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 > Pro Tools Software > Licensing & Accounts

Reply
 
Thread Tools Search this Thread Display Modes
  #1  
Old 05-12-2020, 07:30 PM
Samba Samba is offline
Member
 
Join Date: Nov 2009
Location: Brisbane
Posts: 156
Default Refund

I bought PT a few weeks ago, and was initially sent sibelius instead.

I have contacted support (through Avid's convoluted process) and was told over a week ago that my refund request would be handed to another department.

Naturally, Avid support hasn't followed through

Is there anyone from Avid support here? How Avid can be so lazy with long time customers in terms of support amazes me, and alot of other pro tools fans.
Reply With Quote
  #2  
Old 05-13-2020, 05:44 PM
Samba Samba is offline
Member
 
Join Date: Nov 2009
Location: Brisbane
Posts: 156
Default Re: Refund

Anyone? Anyone from Avid actually trained to deliver legit customer service?
Reply With Quote
  #3  
Old 05-14-2020, 06:38 AM
Southsidemusic's Avatar
Southsidemusic Southsidemusic is offline
Moderator
 
Join Date: Dec 2011
Location: Stockholm - Sweden
Posts: 12,859
Default Re: Refund

Quote:
Originally Posted by Samba View Post
Anyone? Anyone from Avid actually trained to deliver legit customer service?
This is a USER forum and not a Avid support forum so your best bet is to use the ASC ticket system as we cant do anything from here. Avid isn’t the only company downsized right now due to restrictions of Covid-19 so everything is taking longer since the Avid employees cant go to work as usual. I am sure they are doing their best to go thru the tickets in order and you will get this sorted when it is your turn. If not then PM me and I will do what I can for you.

While waiting you could download the fully functioning no restrictions 30 day PT Ultimate trial and use that so you can get up and runnig straight away. That license opens both HD and non HD PT versions. Hope that helps some atleast
__________________
Best Regards
Christopher

—————————————
South Side Music Group
WEBHOME
—————————————
Reply With Quote
  #4  
Old 05-14-2020, 06:48 PM
Samba Samba is offline
Member
 
Join Date: Nov 2009
Location: Brisbane
Posts: 156
Default Re: Refund

Quote:
Originally Posted by Southsidemusic View Post
This is a USER forum and not a Avid support forum so your best bet is to use the ASC ticket system as we cant do anything from here. Avid isn’t the only company downsized right now due to restrictions of Covid-19 so everything is taking longer since the Avid employees cant go to work as usual. I am sure they are doing their best to go thru the tickets in order and you will get this sorted when it is your turn. If not then PM me and I will do what I can for you.

While waiting you could download the fully functioning no restrictions 30 day PT Ultimate trial and use that so you can get up and runnig straight away. That license opens both HD and non HD PT versions. Hope that helps some atleast
Thanks Christopher,

Yeah I'm aware that this is a user forum, but the website is terrible for support. I'm not having a go at the personal, and I am aware that providing support is difficult during this pandemic for all companies. But support has always been an issue with Avid.
That said, there is obviously a serious issue with leadership at Avid. Support should not be this difficult, especially given the revenue Avid earns, and the loyalty that customers have shown. There is no incentive to buy at Avid.
As soon as a company can pop up with a program that provides as-good editing functionality, why would anyone want to stay with Avid, when Avid show no interest in customer relations?

On the site, there is a "need help". But when you open it, it says "take your question to the community". That's not cool. I understand if Avid can't provide chat, although that is weird in itself. But having a "need help?" tab that goes to community instead of definite help? Things like that. I'm all for community help, but sometimes you need direct help that you know will work
Reply With Quote
  #5  
Old 05-14-2020, 07:32 PM
Samba Samba is offline
Member
 
Join Date: Nov 2009
Location: Brisbane
Posts: 156
Default Re: Refund

Quote:
Originally Posted by Southsidemusic View Post
This is a USER forum and not a Avid support forum so your best bet is to use the ASC ticket system as we cant do anything from here. Avid isn’t the only company downsized right now due to restrictions of Covid-19 so everything is taking longer since the Avid employees cant go to work as usual. I am sure they are doing their best to go thru the tickets in order and you will get this sorted when it is your turn. If not then PM me and I will do what I can for you.

While waiting you could download the fully functioning no restrictions 30 day PT Ultimate trial and use that so you can get up and runnig straight away. That license opens both HD and non HD PT versions. Hope that helps some atleast
Thanks for offering to help.

I have tried to dm you, but i recieved a message saying I have to turn DM on - I can't see a way to do this in my account.
Reply With Quote
  #6  
Old 05-15-2020, 04:33 AM
Southsidemusic's Avatar
Southsidemusic Southsidemusic is offline
Moderator
 
Join Date: Dec 2011
Location: Stockholm - Sweden
Posts: 12,859
Default Re: Refund

Quote:
Originally Posted by Samba View Post
Thanks for offering to help.

I have tried to dm you, but i recieved a message saying I have to turn DM on - I can't see a way to do this in my account.
Hey Brother

I will escalate this now and please let us know when you are taken care of as I will keep an eye out for this to be resolved quickly.

Hang tight and Thanks for understanding. It should not be this hard I agree 100% with you there for sure. Will do Everything I can to help you.
__________________
Best Regards
Christopher

—————————————
South Side Music Group
WEBHOME
—————————————
Reply With Quote
  #7  
Old 05-15-2020, 11:08 PM
Samba Samba is offline
Member
 
Join Date: Nov 2009
Location: Brisbane
Posts: 156
Default Re: Refund

Quote:
Originally Posted by Southsidemusic View Post
Hey Brother

I will escalate this now and please let us know when you are taken care of as I will keep an eye out for this to be resolved quickly.

Hang tight and Thanks for understanding. It should not be this hard I agree 100% with you there for sure. Will do Everything I can to help you.
Legend, thanks, I really appreciate it.

I received an email yesterday that they were looking at it. Will let you know when i know
Reply With Quote
  #8  
Old 05-16-2020, 07:35 AM
Southsidemusic's Avatar
Southsidemusic Southsidemusic is offline
Moderator
 
Join Date: Dec 2011
Location: Stockholm - Sweden
Posts: 12,859
Default Re: Refund

Quote:
Originally Posted by Samba View Post
Legend, thanks, I really appreciate it.

I received an email yesterday that they were looking at it. Will let you know when i know
Good News! Thanks and it will be sorted asap!
__________________
Best Regards
Christopher

—————————————
South Side Music Group
WEBHOME
—————————————
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
Refund notedmusic Pro Tools 11 10 07-19-2015 04:24 PM
How to refund upgrade from pt9 ? klyg Pro Tools 10 0 10-31-2011 06:15 AM
So...Whos excited about That Big Refund!!! Ill Soul Productions 003, Mbox 2, Digi 002, original Mbox, Digi 001 (Win) 31 02-11-2010 11:06 AM
Mbox2 - Can I get a refund ? eyewall 003, Mbox 2, Digi 002, original Mbox, Digi 001 (Win) 19 01-08-2006 07:09 PM
Tax Refund = Studio Expansion flouden 003, Mbox 2, Digi 002, original Mbox, Digi 001 (Win) 0 01-02-2002 05:30 AM


All times are GMT -7. The time now is 11:35 PM.


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