This IS the Avid L2: Re: [Avid-L2] Positive Avid support experience

Thursday, January 22, 2015

Re: [Avid-L2] Positive Avid support experience

Hi,

I also had a really good experience with Avid. I had purchased a Composer to Symphony upgrade, version 6.0 that was never used. They used it to upgrade a version 2.7 USB composer dongle to Symphony 8.3 for under $300. If my original Xpress Pro dongle had been USB instead of parallel port, they would have upgraded it through the same process allowing me to keep my XpressDV 1.0 system ID. Who would have ever thought you could upgrade from XpressDV to Symphony?

Best Wishes,

Paul

From: "Rupert Watson rupert@root6.com [Avid-L2]" <Avid-L2@yahoogroups.com>
To: Avid-L2@yahoogroups.com
Cc: "Marianna Montague" <marianna.montague@avid.com>
Sent: Thursday, January 22, 2015 3:45:38 PM
Subject: RE: [Avid-L2] Positive Avid support experience

Greg

Rick Lowenstein, who is head of this sort of thing at Avid, is trying very hard to ensure this sort of experience is more and more the norm. He gave a presentation at the Avid Sales Conference which was very sincere, straight shooting and humble. They have every intention of getting the wait times down to a few minutes and to clean the stables in general. I am sure they / he would appreciate any and all positive feedback. Marianna is no longer alone!

Rupert Watson

+44 7787 554801

www.root6.com

From: Avid-L2@yahoogroups.com [mailto:Avid-L2@yahoogroups.com]
Sent: 14 January 2015 17:55
To: Avid-L2@yahoogroups.com Avid-L2@yahoogroups.com
Cc: Marianna Montague
Subject: [Avid-L2] Positive Avid support experience

I did a last minute update (actually, after the last minute) on a client's 3.x dongle - purchased through VideoGuys.

There was a problem with mis-matched serial numbers, and, although I 'pinged' Marianna to let her know I might be bugging her about it eventually, I tried dealing directly with Avid support - and got great service. The problem was solved with just one phone call and a few emails. (I originally tried just to email about the problem after the trouble updating, but eventually had to call.)

I know this should not be a surprise, but it was, and I wanted to say that Marianna may not be alone in sincerely trying to take care of customers. Or, more likely, she's setting the shining example that others are starting to follow.

gh
----------------------------------------------------
Greg Huson
Secret Headquarters, Inc
Post Production / Production
Culver City, CA
323 677 2092
www.DigitalServiceStation.com
greg (at) SecretHQ.com
www.SecretHQ.com