Bought PT11HD new in March, do I get free upgrade to 12?

[rcd]

I purchased PT11HD in March. I would have waited for PT12 if I would've known it was coming out so soon. Am I eligible for a free upgrade to PT12HD?
If so, what are the steps to retrieve the new software and will I have to pay in the years to come if I keep using PT12?
Thanks!

[ArKay99]

I bought a PT10HD/PT11HD bundle in March. After I registered it and iLok'ed it I went to my account and PT12HD was in there and no PT11HD, along with all the PT10HD components. I would think that you should have PT12HD in your account for download. As of now, you will have to pay $599 by the end of this year and then every year afterwards unless the price increases to purchase a service plan annually to maintain eligibility for upgrades. Your software will continue to work if you don't purchase the service contract, but your license will be 'frozen'. i.e. you won't be able to upgrade in the future. Also, you can never sell your assets once a service contract is purchased, as of this time. As of this time there is no subscriptions for HD, and there is no rental available.

[rcd]

Thanks for the info. There is no PT12 download in my account, how do I get this/who do I contact? I should be eligible for the free upgrade since I purchased PT 11HD in March...

[rcd]

I keep calling Avid to get some help and can't get through to a real person because I don't know my system ID, it's not listed anywhere in my account. I spent thousands of dollars on my new HD system and can't get any support whatsoever, so frustrating.

[Obsidian Dragon]

Originally Posted by rcd

I keep calling Avid to get some help and can't get through to a real person because I don't know my system ID, it's not listed anywhere in my account. I spent thousands of dollars on my new HD system and can't get any support whatsoever, so frustrating.

There is no way to simply call Avid. Under the old plan, you need to open a service ticket. You should have received an ASC code with your Protools 11 purchase. If not, you can purchase one for a nominal fee, (it might be refunded if the call is related to initial setup help).

Did you buy an annual support plan with your Protools 11? If so, there should be different instructions on how to get support with that annual support plan.

I feel your pain. Most companies have some customer support number to call but not Avid.

[jeffro]

Originally Posted by rcd

I purchased PT11HD in March. I would have waited for PT12 if I would've known it was coming out so soon. Am I eligible for a free upgrade to PT12HD?
If so, what are the steps to retrieve the new software and will I have to pay in the years to come if I keep using PT12?
Thanks!

Your Pro Tools 12 Upgrade is actually in your Avid account waiting for you. Go to Products Not Yet Downloaded, click Download Now, and follow the prompts. You own a perpetual license, so it will continue to work going forward.

[Barry Johns]

Originally Posted by rcd

I keep calling Avid to get some help and can't get through to a real person because I don't know my system ID, it's not listed anywhere in my account. I spent thousands of dollars on my new HD system and can't get any support whatsoever, so frustrating.

Wow that support is in full swing, so easy to get a person on the phone. Oh wait, the person's problem was solved here in the online forum. Hasn't that been the way, that the majority of issues have been resolved in the past? Here, in the online forum, which has always been free! Remind me again why we need to pay for support?