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  #1  
Old 11-03-2020, 06:53 PM
Drywsef Drywsef is offline
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Default Avid ignoring support tickets

Ive had 2 tickets ignored and closed by Avid without any reply. Has anyone else been experiencing this? Seeing as I am forced to pay yearly for support, this is totally unacceptable.
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  #2  
Old 11-04-2020, 07:33 AM
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crizdee crizdee is offline
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Default Re: Avid ignoring support tickets

Quote:
Originally Posted by Drywsef View Post
Ive had 2 tickets ignored and closed by Avid without any reply. Has anyone else been experiencing this? Seeing as I am forced to pay yearly for support, this is totally unacceptable.

Hi,


Ive passed this on to head Mod. Someone should be in touch soon.




Chris
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Old 11-04-2020, 04:48 PM
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jeffro jeffro is offline
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Default Re: Avid ignoring support tickets

I checked and found that your email address in our system doesn't match the one used up here - should they match? If so that would explain why you didn't see the replies (and the cases then auto-closed). Please sign into my.avid.com and click Access the Support Center to see your cases - you can click a Case Number then scroll down to add a new Response (please confirm your email address as well). Thanks!
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Old 11-05-2020, 09:19 AM
Drywsef Drywsef is offline
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Default Re: Avid ignoring support tickets

Jeffro,
Thanks for the reply. I checked both accounts and my emails seem to be the same. I have gotten replies in the past.
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  #5  
Old 11-05-2020, 10:41 AM
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Default Re: Avid ignoring support tickets

Would be best for you to sign into my.avid.com and update your cases via the Access The Support Center link since there is a Verify Email Address flag on your account which typically happens when our system sees a case update email bounce.
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