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  #1  
Old 05-04-2022, 10:38 AM
stargazer stargazer is offline
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Default Avid response time for Support Plan cases

(Not really a macOS question, but I don’t know where else to post.)
What are your experience when it comes to response to cases from the Support Center (Portal)?
Do you get a confirmation email after filling in the extensive form when creating a new case?
I haven’t got a notification after 48 hours, so maybe my issue’s not even registered.
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PT Ultimate 2022.4.0 | HD OMNI | S3 | PT Dock | EuControl 2022.4.0.78 | PT Control 2022.4.0.60
macOS Big Sur 11.6.5 | Mac Pro (2019), 3,2 GHz 16-Core Intel Xeon W, 384 GB 2933 MHz DDR4

Last edited by stargazer; 05-04-2022 at 11:27 AM.
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Old 05-04-2022, 11:21 AM
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Eric Lambert Eric Lambert is offline
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Default Re: Avid response time for Support Plan cases

Sorry to hear that. I had an issue where my HD Native box was not recognized after an update and I issued a support ticket. I instantly got confirmation that the ticket was received and someone was assisting rather quickly.

Now, of course, 2022.4 is newly-released, so they're likely backlogged with support cases, but you should have received an automated email stating that your case was received. Maybe it never was.
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Old 05-04-2022, 11:34 AM
stargazer stargazer is offline
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Default Re: Avid response time for Support Plan cases

Thanks Eric,

When I log in I see my case is registered in the portal.
I guess I have to be a bit more patient, but I was expecting at least an automatic email confirmation.

Also a bit annoying, when you pay for an Ultimate Support Plan every year and then when you actually need support - silence, and you feel like a paying beta tester.
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PT Ultimate 2022.4.0 | HD OMNI | S3 | PT Dock | EuControl 2022.4.0.78 | PT Control 2022.4.0.60
macOS Big Sur 11.6.5 | Mac Pro (2019), 3,2 GHz 16-Core Intel Xeon W, 384 GB 2933 MHz DDR4
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Old 05-04-2022, 10:59 PM
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Eric Lambert Eric Lambert is offline
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Default Re: Avid response time for Support Plan cases

Quote:
Originally Posted by stargazer View Post
Thanks Eric,

When I log in I see my case is registered in the portal.
I guess I have to be a bit more patient, but I was expecting at least an automatic email confirmation.

Also a bit annoying, when you pay for an Ultimate Support Plan every year and then when you actually need support - silence, and you feel like a paying beta tester.
Still no response? I'd be annoyed by that delay. I hope you get a response soon.
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Old 05-05-2022, 12:14 AM
stargazer stargazer is offline
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Default Re: Avid response time for Support Plan cases

Got a reply today, asking if I have the latest versions of everything.
I’ll report back if and when it gets resolved.

This is a thread where I describe my issue (bug with S3 and Dock), if anybody else have the same problem:

https://duc.avid.com/showthread.php?t=419866
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PT Ultimate 2022.4.0 | HD OMNI | S3 | PT Dock | EuControl 2022.4.0.78 | PT Control 2022.4.0.60
macOS Big Sur 11.6.5 | Mac Pro (2019), 3,2 GHz 16-Core Intel Xeon W, 384 GB 2933 MHz DDR4
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Old 05-06-2022, 06:15 AM
stargazer stargazer is offline
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Default Re: Avid response time for Support Plan cases

Avid Customer Care helped me solve this.
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PT Ultimate 2022.4.0 | HD OMNI | S3 | PT Dock | EuControl 2022.4.0.78 | PT Control 2022.4.0.60
macOS Big Sur 11.6.5 | Mac Pro (2019), 3,2 GHz 16-Core Intel Xeon W, 384 GB 2933 MHz DDR4
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  #7  
Old 05-06-2022, 12:54 PM
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Eric Lambert Eric Lambert is offline
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Default Re: Avid response time for Support Plan cases

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Originally Posted by stargazer View Post
Avid Customer Care helped me solve this.
Aces!
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