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Old 12-20-2017, 03:37 PM
DannyB_KY's Avatar
DannyB_KY DannyB_KY is offline
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Join Date: Aug 2015
Location: 2miles from Jim Beam
Posts: 45
Default AVID Does Not Honor "Grace Period" Buyers Beware!

EDIT: AVID resolved the issue. Rest assured, AVID will honor their "Grace Period."






My ProTools Annual Upgrade and Product Support both expired on Aug. 7, 2017. I tried to renew, 16 days later, on Aug 23 2017. For what ever reason, the system would NOT allow me to renew. My only choice was for re-instatement at $299. After multiple attempts to get the renew price, I finally paid re-instatment. Yes, I should have contacted tech support prior to paying, but I didn’t think of it. My bad on that point.

Once I remembered that AVID offers a grace period, I opened a tech support ticket. Initially I asked for my licenses to be fixed and refund the overcharge, as I was within the grace period. I did not care why the snafu happened, I just wanted AVID to fix my licenses. I eventfully changed my request and asked that the extra money be used to extend my licenses period.

Bret then Pinky handled my case. I was told this evening …. “As per Support, they are unable to validate your claim. As you see, if you will renew your plan by the time that your plan is still active, not expired, or is still within the 30-day grace period, the website will direct you to the correct path where you can renew for the correct price. To be honest, this is the first time that we received this kind of issue and that's the exact reason why we are unable to grant your request. “

The only conclusion for is that the “grace period” for me, and likely others with special circumstances, is fiction. AVID stuck me for $101. Buyer beware!
__________________
An understand spouse, some mics, tube guitar amps, gray foam stuff stuck to the walls, a drum kit, a Mac or two, and an interface. A really understanding spouse!

Last edited by DannyB_KY; 12-21-2017 at 06:23 PM.
 

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