Avid ignoring support tickets

[Drywsef]

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.

[crizdee]

Originally Posted by Drywsef

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

[jeffro]

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!

[Drywsef]

Jeffro,
Thanks for the reply. I checked both accounts and my emails seem to be the same. I have gotten replies in the past.

[jeffro]

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.