Skip 4-20 and go 7-11. Just sell Avid hours on top up cards - you're never too far from a 7-11.
On 4/21/16 5:04 AM, John Moore bigfish@pacbell.net [Avid-L2] wrote:
So this is not really a complaint but an observation based on my current hassles getting my Avid Support Contract Renewals. First and foremost I have been given temp licenses so I can continue to work with newer software versions if I need to. From that standpoint I am covered. Perhaps this is a direct result of contact Marianna when I first had issues but I'm pretty sure Avid is good about keeping people working even if the paperwork side is stalled.
Back in January two of my 3 Avid perpetual licenses were going to need support renewal. I went to the my pages and successfully went through the renewal links and paid with my business credit card no problem. I was a bit surprised I never received a confirmation email. Month later, after not bothering to upgrade anything on my dongle or software license system, I noticed that on the my pages I didn't see a dongle updater file. This lack of an updater link has happen before. I contacted Marianna and she sent my problem to the support folks. Since that time I have received several emails from the support folks that they haven't yet resolved the issue but to use the temp licenses they have sent me. Okay so I can work that way but it's been three months and support can't get the information that I paid for my support renewals from the Avid store. I have been billed on my credit card so that clearly went through back when I renewed from the my products page.
If the humans behind the scenes can't get this straight it's no wonder the Apps manager is so quirky. It saddens me to read of others on the list who have abandoned Avid for certain projects when they couldn't get the simple act of a support renewal or upgrade to happen through normal channels. If Avid can't even handle the basic act of customer service to sell existing customers upgrades etc... my confidence in the overall company is diminished to say the least. It's a product I prefer to use and like to use but how hard is it for the Avid store to confirm a renewal to the support folks. I mean really 3 months? The only reason my support is current is because every time I've had to contact Marianna and she straightens things out. I'm use to this workflow, or should I call it a non workflow?, but what about new or less established Avid users. Avid has a talent for shooting itself in the foot on this front over and over.
So I think 4-20 should be the official holiday to represent the Avid renewal of support contracts. "All I need is a cool buzz and some tasty waves and maybe I can renew my support contract." ;-)John Moore Barking Trout Productions Studio City, CA bigfish@pacbell.net
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Posted by: Mike Parsons <mikeparsons.tv@gmail.com>
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