Latest post Tue, May 12 2009 1:39 PM by Tim Scarpino. 6 replies.
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  • Fri, May 8 2009 9:28 PM

    Avid Parts Service Frustration (was:Why?)

    I'm sure this is fairly off-topic(s), but why can I not speak to human being at Avid (in any area) who can tell me the part number for the Audio card in my Adrenaline BOB, and then tell me the price for it?

    Is that part so uncommon that I need to complete some elaborate form just to get an idea of what I might be looking at for replacement costs?

    On their worst day, I can give GM my VIN number and within moments they can tell me what size lug nut I need.

    Scheesh!

    Sorry to take up your time,

    Tim

    Avid MCA V6.0.3.1 on HP z800 w/Avid Nitris DX Windows 7 - 64bit 12 gig RAM QT v7.6 Graphics Card Nvidia Quadro FX3800 Processor: Dual Quads Avid... [view my complete system specs]
  • Fri, May 8 2009 10:38 PM In reply to

    Re: Why?

    1) Change your subject line to be more specific.  You might get better results.

    2) Call Avid Inside Sales ... 800-949-2843

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  • Mon, May 11 2009 3:27 PM In reply to

    Re: Why?

    Subject changed per your suggestion.

    My frustration arises from having called that number, only to be told by the representative I needed to call another number and speak w/some in the warranty area.  This, even though I told the original rep. the part was not under warranty.  When I called the "warranty area", that rep told me I needed to call (surprise, surprise) 800-949-2843.

    This, made even more fun when I received this email from Avid that I do as you suggest.

    Please feel free to call our Sales Department if you feel our records are not correct and that you have an extended hardware contract or if you would like a quote on how much a replacement board costs.

    Sales Department 1-800-949-2843.

    Thank you
    Avid Customer Success

    So, I haven't had much "success" in trying to find out what it would cost to replace the audio card in my Adrenaline BOB. 

    To summarize, I call the number in the Sales Department to get a qoute on a non-warranty replacement part.  The "Sales Department" tells me to call the "Warranty Department", even thought the part is not under warranty.  I call the Warranty Department who then tells me to call the "Sales Department".

    This all sounds like a very funny program that I could edit on my Avid for broadcast.  Unfortunately, I have a bad audio card that nobody in Avid seems to be able (or willing) to tell my how much it would cost to replace.

    Thanks for your time and consideration,

    Tim

    Avid MCA V6.0.3.1 on HP z800 w/Avid Nitris DX Windows 7 - 64bit 12 gig RAM QT v7.6 Graphics Card Nvidia Quadro FX3800 Processor: Dual Quads Avid... [view my complete system specs]
  • Mon, May 11 2009 7:42 PM In reply to

    • Marianna
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    Re: Why?

    Hi Tim,

    Apologies for the run around.....  

    I am passing this off to Tony Hamwey so he can look into the back and forth you received. One of the groups owns it and should have taken ownership.  My apologies.

    I checked and the out of warranty replacement cost for the part is $5500.   Do you have support on the system?

    always feel free to email me directly.....

    Marianna.Montague@avid.com

    marianna

    Director of Online Communities and Forums/Customer Advocate [view my complete system specs]

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  • Mon, May 11 2009 8:19 PM In reply to

    Re: Why?

    Tim thanks for the feedback definately something we will fix.

    I've sent you an email with my contact info and we will provide the replacement cost to you.

    You can also do it online at www.avid.com/PARTS there is a parts replacement form attached and if out of warranty part, we contact you with pricing to discuss. (no need to use it for this item I've already set in motion a plan to contact you)

    Tony

    Avid

    Please use the public user forums for technical assistance and advice. Please do not private message for product troubleshooting assistance. We do not... [view my complete system specs]
  • Mon, May 11 2009 9:02 PM In reply to

    Re: Avid Parts Service Frustration (was:Why?)

    Tim Scarpino:
    the Audio card in my Adrenaline BOB

    $5.500.- wow!

    Hmm This is why monopolies pay off.

    At least you could get your info through the forum.

    Regards, g_f

    Dell Precision m6400, Intel QX9300 2,5GHz Quadcore, nVidia QuadroFX 3700@1GB, 4GB RAM, M-Box2, MC 3.5.1 Software Only, ProTools LE 8cs2, WindowsXP 32bit... [view my complete system specs]
  • Tue, May 12 2009 1:39 PM In reply to

    Re: Why?

    Marianna:

    Hi Tim,

    Apologies for the run around.....  

    Thanks Marianna for opening the floodgates of assistance Smile and your email goes into my contacts book!

    Thanks also to Larry Rubin for forwarding this thread.

    Avid reps have contacted me directly regarding my issue and have provided the information I require. I'm impressed that after some initials sputters, Avid has jumped in and things are moving towards a resolution.

    Cheers all,

    Tim

    Avid MCA V6.0.3.1 on HP z800 w/Avid Nitris DX Windows 7 - 64bit 12 gig RAM QT v7.6 Graphics Card Nvidia Quadro FX3800 Processor: Dual Quads Avid... [view my complete system specs]
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