Avid Customer Service

AVID was never as grand as they claimed. That is part of the issue. Their product is not tangible like a computer or mixing board. It's f ing software. Without customer support, software has little value.

Avid support has the worst possible people employed in grocery stores, shoe departments, clothing stores, fish markets.
They hire ANYONE that draws a breath.

Protools support is a disaster. They are cherrypicking tasks and if you have a complicated issue you are getting just totally ignored. If you open a case it can take 2 weeks before they respond and you don't even get acknowledgement. After been using Protools for 20 years I know too well how disastrous it is when you face a technical problem that you cannot resolve your self. It means your work is getting to a stall for weeks, maybe months and it is very frustrating for you but in particular your collaborators.I know there are helpful persons too in the support team and if you are lucky you might find a star to help you out, but most of the time (no names) it is use less and has a total lack of understanding of your needs

Sibelius customer services is very bad

Glitchy activation, poor instructions. Phone support is a paid service. Online support is a bot. Email support is slow and takes days to resolve. If I didn't already know Sibelius was a real program, I would think this is all an elaborate scam.

Horrible, Awful, amazingly! Bad How did they come to this?

Avid customer support is terrible. Long story short, I didn't want to renew my Pro Tools subscription, and I was getting e-mails everyday telling me that they couldn't process the payment. Then all of a sudden, without me doing anything at all, they found a way and charged me. I was using a virtual card that expired long ago for the payments, and since they couldn't charge it, somehow they found a way to charge the account from which the virtual card was created from. I complained and never once they apologised. I don't even think that's legal, what they did.

I was "happily" using Sibelius 7 first then about a month ago it popped up a notice that version 8 was now out, would I like to upgrade ? Ok, yes. Well, their website and product description is so utterly confusing and incomprehensible that I'm not sure what I did but the end of a day it certainly looked as though I had paid for a perpetual license for their "Artist" version. It worked for a month, then started refusing to run, saying my free trial of "Ultimate" had expired. What ?? Long story short: What a total, utter, depressing, hair-tearing, crying, screaming, hellish shambles. I have a long history of suffering lousy online support from various companies but Avid takes the Nobel prize. Their website is designed to deflect and obfuscate all enquiry and all searches for help. As an ex-programmer myself, I have to say that they have used some of the nastiest obfuscation methods you can. The product is fairly good but the website and support are absolute, utter PANTS.

Protools support was pretty good about four years ago. It took a bad turn somewhere around 2019. I manage an audio facility with four Protools licenses. I pay an annual support fee for all of them and now I can't even get phone support without buying an ASC code! What am I paying for? They upgrade the product once a year, adding features that are of relatively little value and typically break there or four valuable features in the process. Absolutely the worst product support in the industry.

I am an award winning classical composer with 20 years experience with Sibelius as an integral tool in my professional work. I agree completely with the negative assessment of Avid's customer care. There are just no words to describe my frustration...I have lost valuable time and creative opportunities in the last half year due to a simple mistake I made 6 months ago regarding my Sibelius license--something that should have been resolved within minutes on the phone with a live person--I too have been put to my wits end by the inept "system" that has the gaul to call itself Customer Service at Avid. My completed works are now locked into a format that i cannot access for editing or self promotion. There should be a class action lawsuit as far as I am concerned.

Completely and utterly the worst customer service you can imagine.
If anyone could get an award for deliberately making it difficult to access support, it would be AVID.
Like others, I have paid a monthly subscription for Sibelius for 2 years.
The problems getting the product to run, activate licences, etc are enormous.
Even more infuriating, when I did finally get through to their support team last year, they were incredibly helpful and solved the problem.
WHy on earth would you go out of your way to make it so difficult to reach them?.

THIS COUNTS AS NOI SUPPORT AT ALL!!!! I just renewed my Sibelius subscription, superconfusing to reinstall, impossible o activate, with links in the email to nowhere or error messages, and when I call heir support, they do not recognize the code that is required to verify that I have the right to support, which I just paid for, but the automatic system jus hangs up on me, saying ha they don't recognize my System ID. INCREDIBLE!!!! COMPLETELY USELESS! Paid everything, still no working software.

Avid would have toi be the absolute WORST in terms of customer service.
I bought Sibelius Ultimate (I already have Sibelius - I wanted to upgrade) and the link they sent me to get my code doesnt work.
Moreover, on their page it says that my CURRENT service which has more than a month to go EXPIRED years ago and therefore, I'm not elegible to use my newly purchased product.
Meanwhile there's ABSOLUTELY NO ONE there to help you.
Disgusting.
No possibility of contacting someone; confusing and conflictive information; etc....

AVID's customer support is so bad it should be criminal. They sell you software that is difficult to install and when it doesn't work, you can't get any support of any kind at all or a refund.

Let's BOYCOTT Avid completly. A crooked and useless support BAN PRO TOOLS.

avid has to be the worst customer service i've ever had to deal with.

I am so frustrated with Sibelius right now. A little over a year ago I purchased the Education version of Sibelius for my grandson, who is in high school, and he loved it. He's really gifted with it and has done so much. I purchased the yearly subscription. A couple of weeks ago I purchased the next year. To this day, he can't get in to the program, and he's getting really frustrated, to the point that he feels like he needs to pay me back what I spent for the license (he doesn't owe me anything). He's so frustrated with not being able to do anything with Sibelius that he's looking into getting something else. I've been trying to get in touch with Sibelius to get them to help us sort this out, but it's impossible to get on touch with anyone by phone or email.

Worst company in the world, they take your money, don't care about anything, unreachable, impossible website and a product that keeps failing. Want some extra tracks to work on? PAY! how in the world are we paying extra to 'unlock' something that's already in the program? Any other DAW is better, but the studios swear by it so we have no choice,. I HATE AVID and so does the WHOLE COMMUNITY. Have you ever met anyone that loved them? I hope pro-tools gets bought by a company 'by musicians for musicians' and let AVID go belly up!!! HURRAY! OFF WITH HIS HEAD!

customer support is $300/yr.
i have clients with deadlines waiting for resolutions of pro tools issues.
i submitted a case, got a case number, have followed up daily about it, and have not gotten one response from avid.
this is beyond frustrating. this is theft.

Avid have changed pricing structure and removed options for people with perpetual licenses - tying them now into annual renewal. Customers were not informed of the change of policy or pricing. They have also removed Education discount price - my experiences with using their support were terrible.

Avid.com's phone support has long wait times, and the person who answers the phone is not authorized to do anything or transfer you. They open a case or continue your case, and then someone else has to follow up. The operator is ok, the follow up is terrible. You have to chase and chase. I have worked harder to get my issues solved than anyone at avid.com. I have to keep following up, calling again, speaking to the person who can't actually help, etc. I wish there was another option for online purchase of these products I need for my job - I just want to buy something, and there is always a problem. It never is just - purchase, receive, use. Always something goes wrong and then I have to reach out to this terrible customer service.

Avid is too big to care about you anymore. If you are just getting into digital recording, find a different product and invest your time and money in it. There is really no way to talk to anyone, no loyalty to customers (I have been one for +10 years) and the copy protection and registration stuff so time consuming and fraught with availability issues that it is a risk to your ability to be reliable in a small commercial setting.
If I was not already well invested and competent using ProTools, I would be switching.

I would have not posted here but instead made this complaint and comment to Avid - if there was some way to do that.

I have payed for an ASC to talk to a technician regarding a cloud collaboration issue, which is time sensitive.
I have been on hold for over an hour. There is this crappy loop that sounds like it would be right at home on a tv program for toddlers, that repeats every 26 seconds, after the classic " All our agents are busy assisting other customers..." BS.
The CIA should use this as a case study for rendition and torture tactics. Works a treat.
I'm not at all impressed by this 'level' of customer service.

trying to buy an upgrade, couldn't get to the checkout...Dealt with emails for 2 weeks, unable to overcome the problem. Support sent several emails, with spelling errors, giving stock/fragmented info, still couldn't get through to the checkout. Asked them several questions which went unanswered. Finally discovered, through my own trial & error that I was using a letter O when I should have been using a zero. Support never suggested that. Got through to checkout. Now checkout not accepting my CC info. Here we go again.

Been trying to get a bad HDx card fixed for over a month. It took nearly a month of emailing back and forth with a technician just to get a RMA. They received the card over a week ago. And know one can give me any status update. They just keep giving me the run around. I don't know when I will ever receive my card back.

Avid makes it completely difficult to use their products. Their hours of operation are limited. If you work a 9-5 job you will have to take a day off just to speak to their customer service reps. They also force you to purchase your time with their customer service. $40 for a session with their staff. This is absolutely ridiculous. If a product is purchased then the customer service should be free!