Can’t register brand new MBOX Studio

[DirtyDangles]

I just purchased a brand new MBOX Studio from my local Guitar Center yesterday and when I went to scan the QR code included in the box (even tried manually inputting the redemption code on multiple browsers) I get a the following message: “This is a non-transferrable redemption code, that can only be redeemed by the Avid account it was assigned to.”

I was able to open a case (I think) even though I don’t have a System ID or service plan, which you apparently can’t get unless you have a registered product.. Regardless, I didn’t receive any sort of email confirmation that my case had been created so I’m just sitting in the dark with a $900 paperweight.

Can anyone tell me if this is normal or do I just need to wait and hope it resolves? Absolutely abysmal customer service.

Thanks!




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[tope d]

Originally Posted by DirtyDangles

I just purchased a brand new MBOX Studio from my local Guitar Center yesterday and when I went to scan the QR code included in the box (even tried manually inputting the redemption code on multiple browsers) I get a the following message: “This is a non-transferrable redemption code, that can only be redeemed by the Avid account it was assigned to.”

I was able to open a case (I think) even though I don’t have a System ID or service plan, which you apparently can’t get unless you have a registered product.. Regardless, I didn’t receive any sort of email confirmation that my case had been created so I’m just sitting in the dark with a $900 paperweight.

Can anyone tell me if this is normal or do I just need to wait and hope it resolves? Absolutely abysmal customer service.

Thanks!



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Hi!

I've sent an Email via the support case. Please respond with the Redemption Code you've used so we can check on this ASAP.

Thank you!

[DirtyDangles]

Tope, thank you so much for responding to my case quickly. I apologize for the negative customer service remarks. I’m new to the Avid ecosystem and was frustrated by the lack of communication options. I was in the wrong though and gotta give credit where it’s due!


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[tope d]

Originally Posted by DirtyDangles

Tope, thank you so much for responding to my case quickly. I apologize for the negative customer service remarks. I’m new to the Avid ecosystem and was frustrated by the lack of communication options. I was in the wrong though and gotta give credit where it’s due!


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No worries!

Welcome to the duc! :)

[albee1952]

Whenever this kind of thing happens, your first point of contact should be the dealer.

[junkgear]

I agree with albee that you should contact the dealer first. If this was a new unit, then something doesn't seem right and they should be able to get you another one. If this was an open box, B-stock or whatever, then someone may have used the code already and Avid would have to get involved to see if they would give you a new one.

As for support. If you created an Avid account, then log into your account and in the My Support section, there is a link to the Support Center.