Pro Tools 10 Upgrade [Case: 01763108]

[stackjones]

.

[Firechild]

Yes, something is not right with AVID support right now...
I´ve been trying for three weeks to get a response for a free update to HD 10 !
I have replied with an attachment of a photo scan of my invoice but a week later AVID send me an email: We have not heard from you regarding this case in 5 days. We hope this means your issue has been resolved...
Happend two times now...

[AvidCS]

Sorry about the trouble you've been experiencing.

Originally Posted by stackjones

1) On my -- Products not yet downloaded -- page.
NONE of my coupon or activation codes are valid.
I'm trying to download the Strike upgrade with my 99.00 Avid Store Credit. I enter the coupon code and receive the message -- Promotional code is invalid.

2) Free plugins activation code -- same issue -- Promotional code is invalid.

Sounds like this relates to Avid Vantage which is not yet available. CS is looking into why this occurred.

3) Pro Tools 10 free upgrade.
I qualify for the PT 10 free upgrade since I have purchased it on Oct. 1st and submitted the proof of this. I have had no response since submitting that information.

CS is working on this as well.

Also, when I try to respond to the email:
[email protected]
Which I am directed to do -- I get the following ridiculous email response:
Avid Customer Success <[email protected]>
[Auto Response] New Cases Cannot be created
November 16, 2011 3:15 AM
New cases cannot be create by email.

We have other reports of email replies to case notices not getting into our support system and we are investigating this.

[AvidCS]

Originally Posted by Firechild

I have replied with an attachment of a photo scan of my invoice but a week later AVID send me an email: We have not heard from you regarding this case in 5 days. We hope this means your issue has been resolved...
Happend two times now...

We are looking into this, and have opened your support case while we work to solve the problem.

[Willard]

In January of this year I got caught in an "infinite loop" of my support emails being rejected (bouncing back). Very frustrating and hasn't given me any confidence that the PT 10 Support Plan is a worthwhile investment for me. Suffice it to say Stackjones, I feel your pain.

FYI Avid, the case numbers were;
iLok Licensing [Case : 01461999]
Pro Tools HD 9 Upgrade iLok license surrender [Case : 01458256]
iLok Licensing [Case : 01470355]
etc