Why is "PAID" Avid support so slow?

[Eric Lambert]

$600 for a year of technical support and Avid takes over 24 hours to respond via EMAIL??? And it was a simple question to boot.

That's unacceptable! Bring back Digidesign, please.

I guess I should ask (though I know the answer): is this delay par for the course?

[Emcha_audio]

The team might be a bit smaller due to vacationers. September is coming and so is the school year approaching, meaning the end of vacations and back to the full team, most likely this might have caused a tad more delays?

[Craig F]

first they need to hire someone
then train them

repeat for each time someone needs help

[DigiTechSupt]

That's the published target for "Standard" and "Expert" plans.

Which support plan do you have?
http://www.avid.com/support/plans/standard-support
http://www.avid.com/support/plans/avid-business

[Eric Lambert]

I don't know what level of service I have. I have the service for which I paid $600, and with that I can't get an answer the same day. That's the problem I'm talking about.

I repeat: $600. For EMAIL support. 24 hours for a response.

Linking a webpage doesn't justify this type of delay for that kind of money.

Back when I used to be able to pick up a phone and call, I'd get someone within minutes who'd work the problem until the issue was resolved. That was free. Zero dollars. I'd push 11 numbers on my phone and someone would speak.

[Eric Lambert]

Originally Posted by Emcha_audio

The team might be a bit smaller due to vacationers. September is coming and so is the school year approaching, meaning the end of vacations and back to the full team, most likely this might have caused a tad more delays?

If I gave that excuse to my clients they'd ask for a discount. Will Avid give me a discount?

[zakco]

Originally Posted by Eric Lambert

I don't know what level of service I have. I have the service for which I paid $600, and with that I can't get an answer the same day. That's the problem I'm talking about.

I repeat: $600. For EMAIL support. 24 hours for a response.

Linking a webpage doesn't justify this type of delay for that kind of money.

Back when I used to be able to pick up a phone and call, I'd get someone within minutes who'd work the problem until the issue was resolved. That was free. Zero dollars. I'd push 11 numbers on my phone and someone would speak.

Quoted for emphasis.

There is essentially NO support for those that need it NOW.

I remember when customer support was a selling feature for Digidesign. Not so much these days. Avid's attitude and policies suggest that support is a nuisance that they'd rather just avoid unless we pay through the nose. Even then we don't get the support we need.

IMO, it's totally pathetic for a company that touts itself as the professionals choice.

[Mr.Ed]

Originally Posted by Eric Lambert

I don't know what level of service I have. I have the service for which I paid $600, and with that I can't get an answer the same day. That's the problem I'm talking about.

I repeat: $600. For EMAIL support. 24 hours for a response.

Linking a webpage doesn't justify this type of delay for that kind of money.

Back when I used to be able to pick up a phone and call, I'd get someone within minutes who'd work the problem until the issue was resolved. That was free. Zero dollars. I'd push 11 numbers on my phone and someone would speak.

For a $6,000 product, you would think there should be included phone support for one year. As it used to be in the beginning up until the Protools Mix and Mix Plus days. It is sad to me that this is not offered as a standard included option. Very sad. And to hear that for a $600 yearly fee you are only given EMAIL support, that is seriously insane.

This again just shows how out of touch Avid is from reality.

[nst7]

Some corrections here:

The $600 standard support plan that was offered for HD 9 users, DOES include phone support. When you got the plan, you should have received a confirmation email from Avid that contains a support code that you can re-use over and over for the year duration.

If you did not receive this, you should contact the dealer you bought the support plan from, and have them work with Avid to get it to you.

[Mr.Ed]

Originally Posted by DigiTechSupt

That's the published target for "Standard" and "Expert" plans.

Which support plan do you have?
http://www.avid.com/support/plans/standard-support
http://www.avid.com/support/plans/avid-business

Dead link!