Avid praise

grinner

grinner

Carbonite Member
I do my share of gripin' so today, in all fairness, I must say they helped me out.
I reciently broke my dongle.
I know, ouch, right?
Anyway, I was able to band-aid temporarily and was knee-deep in an on-going gig when it started getting fussy.
I contacted Avid, eplained I didn't have assurence, just needed to buy one and explained I had broken mine in a move.
A helpful fella named Rich explained their policy is to have the dammaged dongle sent in before the new one goes out. While I totally understood that, I simply told him I was nursing it during an on-going session and could not shut down. Without question, he helped a brother out and sent off a new one today.
How's that for customer service?
It's appriciated, Rich. Thank you, man.
 
HOLY COW! That is a big difference from the old Avid tech support. "You broke it, you buy a new one!" was the hard line of the old Avid techies.

Quite impressed.

I lost my dongle for a couple days (what I get for being mobile) and that freaked me out! Found it...but still.
 
Let me second the extra-ordinary help I've been getting from Avid technical support. A number of folks, myself included, have been having some problems getting the Audio Suite to work. Avid contacted me, by phone, and is working on a solution to the problem. Considering I have no assurance program and my computers are not approved hardware, I think this is outstanding and worthy of mention.
 
I have to specify I did have to pay 200 bucks for it. lol
but he did bend the policy to get it to me before I sent in the broken one.
 
Avid techs have helped me out plenty. Currently they are researching an Avid FX problem I am having. They set up an FTP for me to send in segments of the sequence. They follow up with emails when promised, and genuinely try to resolve issues. They really seem to be working towards customer service.
 
I havnt had a positive experience with a tech since the late 90s but this customer service dude was cool.
The techs always start with "did you try rebooting?"
and then after you spend the 500 bucks on the call they'll wrap things up with "wow I havent heard of that" or "well, thet otta work."
you know you've dialed the wrong number when you explain you are down with Dick Clark Jr sitting behind you and hear "I wouldnt wanna be you right now."
lol
I threw the 800-800-AVID number away long ago.
 
Marianna from avid hooked me up big time, when I was having some upgrade issues. Love em!!
 
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