Carbon support case being closed with no resolution!

[Marsdy]

I submitted a support request regarding my new Avid Carbon. I submitted the case on the Avid site and got a reply very quickly. However it didn’t really answer my question so I replied to the support email with a follow up which hasn’t been replied to. Now avid tells me the case is being closed because I haven’t replied!! 😩

The issue:
I registered my Carbon. I understood from the video instructions that I would be given the option to choose between receiving a new Perpetual PT license OR an extension to the update and support plan for my existing Ultimate licence. I wanted to extend my existing perpetual licence plan but this didn’t happen, I was never given the option. I now have an unwanted Perpetual licence sitting in my account waiting to be activated!

@Avid how do I resolve this?

[cvicente22]

Hi! Can you DM me your case number so I can also check on my end? Thanks!

[Marsdy]

Originally Posted by cvicente22

Hi! Can you DM me your case number so I can also check on my end? Thanks!

Done! Thanks for the reply!

[felipec86]

Happened the same to me last week, no option for the extension. Support are still reviewing the request, hopefully they extend my current license.

[Extreme Mixing]

Maybe it's just me, but it seems like a perpetual license is worth way more than a one year subscription extension.

[Marsdy]

Originally Posted by Extreme Mixing

Maybe it's just me, but it seems like a perpetual license is worth way more than a one year subscription extension.

Not 100% sure but I think the perp licences are tied to the hardware so you can’t sell them.

[felipec86]

You got any positive response to this? Support told me that there’s nothing they can do