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Old 11-20-2015, 02:25 PM
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mriegler mriegler is offline
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Default PT12HD and Avid Account/Support Mess

Hey Avid Support,

we recently (less than a month ago) bought PT 12 HD native TB, activated and installed it, 12.2.1 worked fine, update to 12.3 went fine, however, I just realized it shows up in the Avid Account as non-upgrade plan, there is no system ID, I cannot contact any of the support numbers etc...

As far as I understood as a new customer we would be entitled to a free 12 month upgrade plan and the free year of plug-ins that came with it.

Because I don't have a system ID etc, they won't give me access to the support portal, so I cannot open a ticket. And since the system ID is required to get phone support as well (and I don't want to spend money for a support call, cause this is not my mess, frankly), I'm a bit stuck...
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Old 11-20-2015, 03:29 PM
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Drew Mazurek Drew Mazurek is offline
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Default Re: PT12HD and Avid Account/Support Mess

Login to Avid acct. Click My Products and Subscriptions, then click the expand arrow of your plan, system ID will be there.
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Old 11-20-2015, 03:40 PM
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mriegler mriegler is offline
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Default Re: PT12HD and Avid Account/Support Mess

I can't find it, just has my iLok ID.
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Old 11-30-2015, 11:25 AM
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mriegler mriegler is offline
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Default Re: PT12HD and Avid Account/Support Mess

Just to bump this: Avid now told us that since we bought an EDU upgrade (we didn't, it is a full version, and not EDU), we were not eligible for an annual support plan. They are happy to discuss any misunderstanding by phone, for which they would like us to buy an ASC for $80... I mean: SERIOUSLY?!
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Old 11-30-2015, 04:43 PM
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Default Re: PT12HD and Avid Account/Support Mess - Sorted

Sorted - thanks to Avid support.
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