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  #1  
Old 09-20-2021, 06:00 PM
JTC111 JTC111 is offline
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Default question about PT update renewals

I've written to AVID support twice about this issue (on 9/3 and 9/9). Both times, my query was ignored. Perhaps I'm writing to the wrong people/department, however, if that was the case, I'd have hoped to at least been given the information I needed to direct my question to the correct area.

Here's my issue...
Back when AVID raised the yearly cost of the update and support plan renewal on PT vanilla from $99 to $199, I purchased multiple years at the $99 rate. My vanilla plan is currently paid up through Sep 18 2027 (although in fairness, I only actually purchased through 2026. That last year was added when I registered my Carbon in May).

I now have PT Ultimate through my Carbon and I plan on keeping that rather than reverting back to PT vanilla at the end of the year. So my question is: Can the money I paid for the PT vanilla update and support plans be moved over to my PT Ultimate account? I currently have $500 worth of yearly updates paid for in advance. I'd be very happy to lose those in exchange for a single year update for Ultimate.

I don't know if any of the AVID guys here can answer that but maybe one of you can direct me to someone who can.

Much thanks.
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  #2  
Old 09-21-2021, 08:25 AM
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MCorbin MCorbin is offline
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Default Re: question about PT update renewals

JTC111

Did you open a case? If so can you let me know what it is so I can work on getting you an answer?

mark
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  #3  
Old 09-21-2021, 01:20 PM
JTC111 JTC111 is offline
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Default Re: question about PT update renewals

Quote:
Originally Posted by MCorbin View Post
JTC111

Did you open a case? If so can you let me know what it is so I can work on getting you an answer?

mark
Mark

Thanks for responding and I didn't. I sent a message through this link...
https://www.avid.com/learn-and-support/contact-support

I don't think I've ever needed to open a case in the past. Can you tell me where I do that?

Jim
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  #4  
Old 09-21-2021, 01:54 PM
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Default Re: question about PT update renewals

Here.
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What we do in life, echoes in eternity.
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  #5  
Old 09-21-2021, 06:06 PM
JTC111 JTC111 is offline
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Default Re: question about PT update renewals

Quote:
Originally Posted by MCorbin View Post
JTC111

Did you open a case? If so can you let me know what it is so I can work on getting you an answer?

mark
Mark, the case number is 04252003

Thanks again.
Jim
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  #6  
Old 09-21-2021, 06:07 PM
JTC111 JTC111 is offline
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Default Re: question about PT update renewals

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Originally Posted by JFreak View Post
Thank you!
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  #7  
Old 09-22-2021, 07:02 AM
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MCorbin MCorbin is offline
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Default Re: question about PT update renewals

JTC111

Were you just asking via Chat and no one responded? Lemme know please...

m
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Mark Corbin
Avid
Eucon Surface & Pro Tools Product Champion
Audio Services Supervisor

For immediate assistance:
Pro Tools & Eucon Surfaces - +1 888-456-3444
Venue Support - +1 978-275-2557

Find out how to create, manage, and edit cases online now HERE
It's fast, easy, and effective!
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  #8  
Old 09-22-2021, 07:27 AM
JTC111 JTC111 is offline
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Default Re: question about PT update renewals

Quote:
Originally Posted by MCorbin View Post
JTC111

Were you just asking via Chat and no one responded? Lemme know please...

m
Mark, I'm not sure what constitutes "chat." I asked twice via this link and no one responded: https://www.avid.com/learn-and-support/contact-support

I put the same question in via the link that JFreak provided me:
https://avid.secure.force.com/pkb/ar...-Case-Creation
That link provided me with the case number I posted for you to see.

Thanks.
Jim
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