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Old 04-25-2017, 04:23 PM
sleepingtiger sleepingtiger is offline
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Default Paid my update fee for support plan - now no support

I had several tickets open. Support plan was due for renewal on the 21st. Paid for renewal several days before but support went silent on the 21st despite that I had been asked for dlogs, etc. My account indicates that I my support plan is current and active until April 2018.

Is this normal? Do I have to start all over? If the policy is to trash support tickets at renewal time I wish they could have at least made it known so I could have stopped wasting time collecting data.
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Pro Tools Ultimate 2024.3.1
Dell 7820 - dual Xeon 6132
64 gigs of RAM
Windows 11 Pro for workstations
HD Native PCIe
Lynx Aurora with LT-HD
Apogee
Mytek
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Old 04-25-2017, 04:27 PM
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SigFriedChicken SigFriedChicken is offline
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Default Re: Paid my update fee for support plan - now no support

I'm sure the tickets are still in the system somewhere. Can you call in and just ask them what the status of the old tickets are?
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Old 04-26-2017, 10:22 AM
sleepingtiger sleepingtiger is offline
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Default Re: Paid my update fee for support plan - now no support

They finally found most of the cases and it appears that they indeed cut off my support despite that I paid before it expired. Now they are trying to reinstate it and in the meantime emailing me about someone else's support case that I know nothing about. Frustrating...

I will say that my memories of Digidesign grow fonder every day.
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Pro Tools Ultimate 2024.3.1
Dell 7820 - dual Xeon 6132
64 gigs of RAM
Windows 11 Pro for workstations
HD Native PCIe
Lynx Aurora with LT-HD
Apogee
Mytek
Reply With Quote
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