Digi 002 Rack Serial # not working for a PT9 Crossgrade

[joeS77777]

My last upgrade to PT8 was a complete nightmare and took 3 weeks of wrestling with digidesign support to make it work, through I must say, about 25 re-install attempts AND a update of their software. Why it did not work in the first place, they NEVER told.

Now the path to PT9 seems to be paved by the same mix of arrogance and incompetence. Getting in touch with the support of a company you just gave 350$ to is a quest in itself. Why a company treats its customers as if they were felons or thieves is a complete mystery to me.

The activation process asks me for a the serial number of my interface, but then REFUSES IT. Well I can't invent anything else than the number that is WRITTEN on my DIGI 002 Rack. GET YOUR STUFF TOGETHER, LAMERS.

[jeffro]

Couldn't find anything registered based on your DUC email or User Name. Did you register your Digi 002 Rack?

[joeS77777]

Well I bought the interface from the local importer of a company called Digidesign, which the older ones among us will remember, not too fondly either. Registration and everything was made properly back then, at PT version 6.1. So you can imagine that when I bought that interface there was no such thing as "DUC" or "AVID support" or what have you. I registered into DUC when it became clear that upgrading from 7.x to 8 was going to be about as complex as getting Apollo 13 back to Earth.

[andyv]

local importer? or someone whos already activated/registered it...its pre old ...

[joeS77777]

Registered local dealer of whatever you call a company that also sells AMS NEVE, GML, Genelec and the like. PT6 and 002 were bought NEW. And by the way the power supply had to be replaced within 6 months of the purchase...

[accession]

Originally Posted by joeS77777

So you can imagine that when I bought that interface (Digi002) there was no such thing as "DUC"

Nope, can't imagine it.

[jeffro]

Please allow me to try again... Did you register your Digi 002 Rack with Digidesign? This would have been either online at digidesign.com/reg or by mailing/faxing your Digi 002 Rack reg card to Digidesign.

[joeS77777]

YES I did register online.

[jeffro]

We started a support case since we need more of your info to track this down. Please check the email account used for your DUC account.

[Meads]

Obviously Avid care enough about their costumers, to monitor the USER forum. I don't understand all the bitching about this company that is found here every now and then. I myself had to struggle enough with Digidesign hard- and software in my day, but all has been resolved, and I didn't find myself lost for too long.
I can fully understand that one is very upset, having spent a lot of money and in the end finding himself in Dresden '45. But it's neither helpful nor within reason to curse Avid to hell and back.
At least from my experience they take the user's issues seriously, and since Digidesign has become Avid, so much has improved - I wouldn't know what to complain about (apart from that there's always something to complain about, but this is just human nature).