Recently I had a switch replacement through Avid and it couldnt have gone much worse, they gave me incorect information, left me on my own while we were down for 16 hours, and then forgot to send return labels. I have been a customer of Avid for over 15 years and only in the last year have I ever received such terrible support. Has anyone else noticed this? Im enclined to go with private third party support if this is what we are to expect, and with their rate increase on support you would hope the support itself would be better. I would love to hear what other people have experienced or if this was just a one off. Thanks.

Hi bstetson:

bstetson:

I would love to hear what other people have experienced or if this was just a one off.

....I find their tech support to be quite good when I get it. Their tech people seem to be very knowlegable about their products. Marianna has been quite responsive to me. Patient too, as I can drive her mad !!!

......I have found they take a lot longer to get back to you from tech support than they used to. Of course I'm experiencing a big problem now myself, and my issues only seem to happen late on a Friday afternoon on a Holiday Weekend

.....I don't know if it's because there has been a sheer increase in volume over the past year or not ?

Sincerely,

Laptopeditor                   

 I can say without hesitation that Avid support has improved significantly for us. And follow up has been phenomenal.

Dom Q. Silverio:

I can say without hesitation that Avid support has improved significantly for us. And follow up has been phenomenal.

Dom Q. Silverio:

 I can say without hesitation that Avid support has improved significantly for us. And follow up has been phenomenal.

 

Agree.

And personally thanks to Marianna.

In my experience... and I'm located in Europe

US support: very good with a normal exception once in a while. often used.

Asia support: needs improvement. I avoid and as a result have not often used lately. Asia also works when I'm normally sleeping.

Emea support: Good, but sometimes dependant on who picks up your case.

In general I'm really ok with Avid support. The trick is to get to know some of the great L2 engineers in your region and manage your escalation process to those engineers if need requires it.

I'm a believer in the 'your personal support accountant' theory and how Avid could re-organize support in that way but that is another story. As a long term forum user and now Avid reseller ACSR tech I (and several others) have the 'angel of Avid support' Marianna Montague for these emergency cases where Avid sales and support are having issues.

bstetson:

Recently I had a switch replacement through Avid and it couldnt have gone much worse, they gave me incorect information, left me on my own while we were down for 16 hours, and then forgot to send return labels. I have been a customer of Avid for over 15 years and only in the last year have I ever received such terrible support. Has anyone else noticed this? Im enclined to go with private third party support if this is what we are to expect, and with their rate increase on support you would hope the support itself would be better. I would love to hear what other people have experienced or if this was just a one off. Thanks.

Brian

I checked on your case and it certainly appears that we dropped the ball.  I have escalated this to Jose's manager and will get someone on this asap.  I see you need a new label as well to retun the faulty items

I also see you have a 4K issue that I ill create a case for and get support on it from the video side.

Apologies Brian....  You shoud hear from Avid shortly.

Marianna

Marianna for head of Avid... no

Marianna for Speaker of the House... no

Marianna for President of the United States... no

Marianna for Leader of the Free World... no

Marianna for Ruler of the Planet... YES  that should be your job

BobbyMurcerFan:

Marianna for head of Avid... no

To be honest. Her as the head of Avid support and right hand of Jeff... Yes. But ruler of the planet will also do.

Since the removal of the "customer champion" role from enterprise accounts, support has fallen off a cliff into the ocean, then sank. It's not abnormal, in my experience, to wait 24-48 hours before i get a call back from somone on the interplay team, and generally i consider myself lucky to get responses within the same business day once the case is moving forward. Unless i have definitive proof of a media compoesr bug, we don't even bother anymore, since we end up having to re-explain issues to multiple support folks who don't understand the deeper nuances of the product, especially when in an interplay environment. I also find that support doesn't respect timezones, and i get callbacks from different regions outside of extended business hours (like 9PM EST!) when nobody is around to answer. Coupled with the support portal, where email responses seem to work about 80% of the time...things are very very slow moving.   

The license support folks are MUCH more responsive, but it's not unusual for them to "correct" a failed deactivation by issuing me a 30 or 60 day trial license, or a subscription license instead of perpetual, etc. I often have to ask twice or go directly to my account team for a resolution.   

BobbyMurcerFan:

Marianna for head of Avid... no

Marianna for Speaker of the House... no

Marianna for President of the United States... no

Marianna for Leader of the Free World... no

Marianna for Ruler of the Planet... YES  that should be your job

Stopping at head of the planet? She's capable of more than that.

Today the planet, tomorrow the universe.  And then she's going to do something about those pesky black holes.

I'll be happy once she gets development to fix those pesky little bugs! Then she can get on with being Mistress of the Universe.

Ahh, bug fixing.  That's harder than black holes.