Cant reach Support! help!

[rbhun]

Hi all

sorry but I have no idea who to ask. I have some serious problems around my PT9HD rig and I cant get an answer. I asked here but nobody was able to answer. I eventually solved some on my own. I can not reach Avid. I even cant tell them the bug I found.

-I bought a brand-new MachineControl for our PT9HD. Comes with 90 days of support. How do I get the support codes? I registered it and it said I'll get an email but didnt.
-called local support. They couldnt help but was REALLY nice and forwarded my mails to the german central. That was on Friday. No answer.
-called German support on the phone. No answer, they are not answering their phones.
-called UK support on the phone. Sales wont answer the phone, Registartion wont answer the phone. In the end I got a recepcionist who said there are only 2 people manning the phones. Left messages days ago. She says they will call back in 15 minutes. That was on Friday. Never get a call back
-called US support (overseas line!). Obviously not getting near support without a code. Registration I can access, but I was told they are on a 'special meeting'. A few hours later I tried again. I held on line for ONE HOUR!!!! on international line to get a guy. He said registartion server is down so he cant fix it, nor he can answer my questions, but in the end gave me a support code.
-now, Avid site says User invalid for the support code. How is this working? I logged in with my user name. What other user name shall I have? Tried the code online and on the phone.
-tried to call the guy again, knowing that it will take another hour. They are on a special meeting again..


this sucks! I spent almost 5000 dollars on a rig from one of the biggest manufacturers, and nobody is answering the phone! What if I had a breakdown? What if I had a client breathing down my neck? Any other gear I bought, I can get phone support in 5 minutes, they even call me back! Why I am treated like this?

Can anybody suggest any other way to ask a question form avid? or even to tell them about a simple bug??

[Park Seward]

I can't help you with Avid International support but we may be able to help you with your problem if you give us complete details, including what troubleshooting steps you have taken.

[rbhun]

Thank you. You see I posted my problems before and no one answered. Its funy that if I post a question correctly named and in the right section (as I should) I get no response but if I write something like 'help me!!' in general I get an answer immediately..

but since you asked, my first problem was this. I since then fixed it, but as you can see no one bothered. Now its nice t be able to fix it myself, and I dont mind spending 3 full days on it, but I'd rather have help from the manufacturer.
http://duc.avid.com/showthread.php?t=293880
The funny thing is that its something Avid needs to put in the support documents, even though ProControl is not officially supported now. But I can not let them know.

My currently biggest problem is this:
http://duc.avid.com/showthread.php?t=293874
It does have a nice name, but no one answered. I am sure there are a lot of people using MC. So i tried again in the post forum:
http://duc.avid.com/showthread.php?t=294105
Yuppie, two answers. Unfortunately, none of them are menaingful, but thats just how support forums work. Now, as I'm in GMT+1, these come in a 3am local time. I am again spending my whole day trying to start a software I bought and trying to call support, and waking up in the morning, hoping to find answers, like a kid on christmas eve. For a 5k package. Come on. This is not Linux.

[formfunction]

Originally Posted by rbhun

but since you asked, my first problem was this. I since then fixed it, but as you can see no one bothered.

It does have a nice name, but no one answered. I am sure there are a lot of people using MC. So i tried again in the post forum:
Unfortunately, none of them are menaingful, but thats just how support forums work.

No one bothered on your first as I bet there are not more than a handful of people in the world running a Procontrol with Windows. I won't speculate on why that is...
Pretty much the same answer for #2...

meaningful responses usually follow meaningfully worded questions. That and hopefully the question is of the nature that it affects more than one or two folks.THAT is how this support forum seems to work.
axiom of life. "no one likes a whiner"

Good luck..

[crizdee]

Originally Posted by rbhun

Thank you. You see I posted my problems before and no one answered. Its funy that if I post a question correctly named and in the right section (as I should) I get no response but if I write something like 'help me!!' in general I get an answer immediately..

but since you asked, my first problem was this. I since then fixed it, but as you can see no one bothered. Now its nice t be able to fix it myself, and I dont mind spending 3 full days on it, but I'd rather have help from the manufacturer.
http://duc.avid.com/showthread.php?t=293880
The funny thing is that its something Avid needs to put in the support documents, even though ProControl is not officially supported now. But I can not let them know.

Hi,

You can't run Pro Tools under 64 bit!!! Is this your problem. or is it happening under 32 bit mode



Chris

[getz76]

@Chris,

Windows 7 64-bit is approved.

[crizdee]

Originally Posted by getz76

@Chris,

Windows 7 64-bit is approved.

Hi,

Ah sorry i though HD wasn't supported under 64 bit. but looks like the are now!!


Chris

[Park Seward]

Originally Posted by formfunction

No one bothered on your first as I bet there are not more than a handful of people in the world running a Procontrol with Windows. I won't speculate on why that is...
Pretty much the same answer for #2...

meaningful responses usually follow meaningfully worded questions. That and hopefully the question is of the nature that it affects more than one or two folks.THAT is how this support forum seems to work.
axiom of life. "no one likes a whiner"

Good luck..

The Op wrote, "When I run the installer, it has a bug and installs wrongly."

So what do you want us to do? How can we solve it?

Also, I don't know enough about Windows to help.

[rbhun]

formfunction: English is not my first language, so if you say my questions are not meaningful, I'm sorry. Yes I know I was ranting. But Avid's way of support is, in my opinion, a joke. I am not used to this kind of treatment. I believe if I spend thousands of dollars on a product I should have the manufacturer at least answer the phone.

Park Seward: I was trying to find any other way to solve the problem. I cant really understand why my ASC code was not working. I was hoping someone can answer that. And yes, it was a rant. I was somewhat also hoping someone from Avid reads this and thinks about it. I believe at least Digidesign had a bug report form. Now its gone.

But its still so funny how from any of my posts, this one gets the most response

[Park Seward]

I agree that Avid needs to do a better job in helping its customers. When a customer is having a problem with a product, the company can come to the rescue and look good in the eyes of the customer. If the user can't even communicate with the company, those bad feelings become toxic to the relationship.

I like it when a hotel or airline screws up. I usually get a lot is the way of an apology. Makes me want to use them again.

Unfortunately, too many high-tech companies think service should be a profit center. But that also doesn't mean that any company can afford to handhold a newbie with tutorial advice when selling a product that costs $200.