Carbon Upgrade and Support contract Q

[Marsdy]

My lovely Carbon is nearly a year old. I’ve just logged in to my Avid account and there’s a banner at the top of the page telling me:

Upgrade and Support contract is ending soon
Pro Tools | Carbon

I wasn’t aware I had such a contract! If I click the accompanying “update” link, I’m simply taken to the “My Products” page. Then if I click on Carbon, nothing except

Extended Hardware Coverage Not Included, Return-to-Factory repair only

Confused! …But I’d quite like Extended Hardware Coverage. How do I get that? Can’t find anything on the avid site.

[marianna]

Originally Posted by Marsdy

My lovely Carbon is nearly a year old. I’ve just logged in to my Avid account and there’s a banner at the top of the page telling me:

I wasn’t aware I had such a contract! If I click the accompanying “update” link, I’m simply taken to the “My Products” page. Then if I click on Carbon, nothing except

Confused! …But I’d quite like Extended Hardware Coverage. How do I get that? Can’t find anything on the avid site.

Hi Marsdy,

Carbon and Carbon Pre include a 1-year limited hardware warranty. During the warranty term if your interface needs service you can ship it to Avid for repair with an estimated 4-6 week turnaround. Users should consider purchasing a Pro Tools | Carbon or Carbon Pre 3-Year Extended Hardware Support contract ($399) which includes zero-downtime advance replacement of your Carbon unit. It is available to all Carbon or Carbon Pre users within 90 days of activation so that you won’t miss a beat. Purchase directly from your MyAvid account or from your preferred reseller.

I need to check on the above statement from the FAQ to see why you are not seeing this. Let me get a case going and have the web team assist or Charles tomorrow when he is back in the office.

Case # 04769824

Thanks
Marianna

[Marsdy]

Originally Posted by marianna

Hi Marsdy,

Carbon and Carbon Pre include a 1-year limited hardware warranty. During the warranty term if your interface needs service you can ship it to Avid for repair with an estimated 4-6 week turnaround. Users should consider purchasing a Pro Tools | Carbon or Carbon Pre 3-Year Extended Hardware Support contract ($399) which includes zero-downtime advance replacement of your Carbon unit. It is available to all Carbon or Carbon Pre users within 90 days of activation so that you won’t miss a beat. Purchase directly from your MyAvid account or from your preferred reseller.

I need to check on the above statement from the FAQ to see why you are not seeing this. Let me get a case going and have the web team assist or Charles tomorrow when he is back in the office.

Case # 04769824

Thanks
Marianna

Hi Marianna
Thanks for that.

I don’t remember ever seeing the option to buy a 3-Year Extended Hardware Support contract. I’m guessing it’s too late now as my Carbon it’s nearly a year old, well after the 90 days?

[marianna]

Originally Posted by Marsdy

Hi Marianna
Thanks for that.

I don’t remember ever seeing the option to buy a 3-Year Extended Hardware Support contract. I’m guessing it’s too late now as my Carbon it’s nearly a year old, well after the 90 days?

Hi Dave,

The policy was to allow for a 90 day purchase window after activation for an extended hardware contract. There were emails, reminders, and countdowns in a carbon users myavid account...

Let me get a case started and let the web team advise this one.

Marianna