Avid Customer Service Complaints - page 3

Unbelievable. This is the "Comcast" of the music world. Phone prompts, dead ends, 30 minute hold times. This isn't "Customer Service Success" This is Customer Service Sucks. Say what you will about Apple, but at least they ANSWER THER G'DAMN PHONES!

This is the worst "customer service-centric" site that I have EVER dealt with. Forgive me for saying so.
C'mon gang...after monopolizing the market with a great (even superior) tool, you'd think that you would want to help users become productive contributors to the music scene. I'll bet it will help you sell even more product.
Instead, however, you have crafted the least user-friendly website that exists for the lion's share of the DAW's on the scene today.
I really think the tool is incredibly powerful, but you folks leave a LOT to be desired when it comes to navigating the site for any substantial and material assistance for the product itself. Was that by design?
I want to cuss and use the worst possible expletives but I'm certain even this email from a "commoner" such as myself, will fail on deft ears...am I right? Geez.
My hard drive crashed.
All I want to do is download the same f'n software that I paid all that hard earned money for...
Is there any way that you folks can help me out...at all?? I promise I dont want anything for free...just the product that I paid for...good?
Thanks Brent 1(760)402-4006

The website and customer care # are outrageous. Is there NO WAY to reach customer support. I bought a support code - cannot find it anywhere in email opt online,

AND can get NO HELP!!!!!!!

Avid offers THE worst customer support I have ever seen. It is simply unconscionable. Having to pay $40 just to call someone and ask them to transfer a license to my new ilok is absolutely ridiculous. Im trying to activate my PT11 license on my ilok and to do that I need to surrender my previous license. I'd be glad to, but apparently I selected the wrong license to surrender. Now I cannot go back to that same screen and change it. No way of talking to anyone without paying $40. All I need is for someone to press a button for me and switch a file on a computer.

Worst customer service ever. Inexcusable.



"Dear Sir

if you examine the ilok screenshot I sent to you, which apparently you have not, you will see that the ilok license was activated on the 19th. Today is the 20th. Therefore your "explanation" is invalid. Please. Stop sidestepping this problem. Is there someone there who can solve this issue or not?



Bob Rupe



On 1/20/14 4:17 PM, Bob Rupe wrote:

>

> Bob Rupe

> On 1/20/14 2:30 PM, Avid Customer Success wrote:

>>

>> Recently you requested assistance from Avid Customer Success. Below is a summary of your request and our response.

>>

>> To update this case, reply to this email leaving the subject line as it is and enter your response at the top of the email.

>>

>> If there is no response, we will check in with you in 5 days.

>> Subject

>> General Contact

>> Description

>> I have downloaded the software and the iLok authorization but when I launch pro tools 10 it says "license expired". I would like to know how to resolve this issue.

>> Thank you.

>> Discussion Thread

>>

>> Entered By : Monessa Cabisuelas

>> Entered on : 1/20/2014 2:30 PM

>> Hi Robert,

>>

>> Please provide us a screenshot of the exact error that you are getting so that we can provide you exact recommendations on this issue. Because as far as I can see on your account you got the full license for both Pro Tools 11 and Pro Tools 10, and you should not be getting this kind of errors.

>>

>> Best Regards,

>>

>> AVID Web Store


>>

>> Entered By : Customer ( Integration)

>> Entered on : 1/20/2014 2:24 PM

>> The license was successfully activated according to the ilok software.

>> It still show as "expired" when I launch pro tools.

>>

>> Bob Rupe

>>

>> Entered By : Monessa Cabisuelas

>> Entered on : 1/20/2014 1:56 PM

>> Hi Robert,

>>

>> Thank You for contacting AVID Web Store.

>>

>> I tried to check your ilok user id: Funnelmastering916, and it has Pro Tools 11 license bundled with Pro Tools 10. The software that you purchase with the order number 4035862 is for X-Form (Audio Suite) which happens to be a Rental Download (2-Day). You should not be getting the error "license expired" for Pro Tools 10, because the you got the full license for Pro Tools 11 and Pro Tools 10, just please make sure that you have it activated successfully. Just for your reference I included a link for ilok license video tutorial, for your reference, please use the direct link below:

>>

>


>> Best Regards,

>>

>> AVID Web Store





>

Their customer service is terrible. It took me two tries at about 15 minutes each just to get someone to fix my account so that I could log in to re-download prot tools. Then, I wanted to update my email address (since the one I used five years ago was no longer in service) and found out that I can't....ever....change my email address in my account. How stupid is that? They'll be out of business pretty soon from the looks of it.

Really BAD customer service--on hold forever + still didn't get anyone. Won't buy their product!

How the hell does a n avid user get any sense out of avid. I want information on upgrade to AVID for imac mountain lion X10. Like trying to mix petrol with water.

You may be big Avid. condense the miles of rubish you put on the web, you may get BIGGER
Max.Greene

They make you pay to speak to anyone for customer support! I bought a refurbished piece of hardware, which came with software. The box was sealed from the factory! No serial number was included with software, and When I tried to get a "free avid support code" by registering my hardware, it said it was invalid! YOu can't even email customer support without paying, much less talk with anyone over the phone! Awful!

Customer service is terrible!!! Been on hold over an hour for a defective Protools installation disk. Spent half a day on the support section of website that gave poor unhelpful information. How can you treat your customers this way?