My dongle got bumped while it was in my pc and the tip of the connector cracked in half.  I kinda got it smushed back together so I can keep using avid, but it's pretty fragile now and I can't take it out of the USB port without totally breaking it.  Soooooooo, what can I do it get it exchanged for shiny new one?

Call warranty support -- 800-800-AVID. I believe there is a replacement fee unfortunately.

Here is the official word from the Avid Knowledge Base.

That's insane Nate, the very same thing happened to me today.  It freaked me out, but I too forced mine back together and Avid still launched, so I'm counting my blessings. 

 

Chris

Thanks for the info all.  Sucks that you have to send out the dongle BEFORE they send you one.  Hopefully they don't take 3 weeks to get a new one to you.

Let us know how it went... I agree wholeheartedly, they ought to have an "advance replacement" policy.

I think you can ask for advance replacement if you have a credit card. Don't quote on me on that.

Jeeze, I don't get that. $500 for a new dongle? I could understand if the user broke it. No wait a minute, no can't see how they justify chargin' that kinda dough. In my case, my dongle is plugged into the rear port so unless a drunk driver crashes through my office wall and destroys the dongle, mine should go on working for a looong time. But, those little tiny solid-state sticks go down al the time when people use them for file transfers and maybe they do last longer if they are just left alone behind the computer but to make a legal registered user pay that B.S. penalty is nuts. Now I know why there are dongle crackers out there.

Actually if you call/email Avid warranty support, I'm sure you will find them to be very reasonable in terms of replacing your dongle. While they have to protect themselves against fraudulent claims, you will find them to be VERY accommodating to those who have a legitimate problem with their dongle. They do have your best interests at heart. 

Isn't the $495 for a broken mojo?  Best bet is to call AVID.

" Now I know why there are dongle crackers out there"


You are mistaken. Avid quote-

"Take good care of the dongle! If a dongle is physically broken, damaged, opened, or is not in one piece, there may be a $200 or more fee to replace it."


The $200 penalty is probably there because people hack it. Not the other way around. Avid's policy, if I remember corectly, was more lenient in the past. But now, people are releasing XPro before even Avid releases it. What do you expect them to do?

Its like that littel silver sticker on hard-drives and many electronic devices. Remove it and all bets about warranty is off.

I'll give them a call tomorrow.  If the price is upwards of $100 I'll be sticking with my beaten up dongle as long as I can, it DOES work. I'm sure it's just a little more fragile now than it used to be. :P

Just happened to me... Lent it to friends, they plugged it in the front USB port, and of course, someone walked too close to it and snapped it. It works, and I'll probably plug it to an USB extension and gaffer-tape it so that it doesn't break any further. Unless the replacement price is cheap? Any idea?

Physical replacement of a legit dongle is cheap, in some cases free.

Contact Avid's Warranty department - warranty@avid.com - to find out.