Latest post Thu, Apr 19 2018 11:26 PM by jwrl. 13 replies.
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  • Fri, Mar 30 2018 6:22 PM

    • bstetson
    • Not Ranked
    • Joined on Fri, Mar 30 2018
    • Posts 1
    • Points 35

    Has Avid support gone down hill?

    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.

  • Sat, Mar 31 2018 9:30 PM In reply to

    • Mark Job
    • Top 75 Contributor
    • Joined on Tue, Feb 27 2007
    • Port Hardy, B.C., Canada
    • Posts 1,625
    • Points 20,660

    Re: Has Avid support gone down hill?

    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 !!! Stick out tongueStick out tongueStick out tongueStick out tongueWink

    ......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 Wink

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

     

    Sincerely,

    Laptopeditor                   

    Upgraded Once again after 2011 laptop died with MacBook Pro 16 inch 2020 laptop with Intel Core i9 8 Core 2.3 GHZ CPU, AMD Radeon 5600M with 8GB of HBM2... [view my complete system specs]

    The thing is don't peak too early in life. 

  • Sun, Apr 1 2018 1:03 AM In reply to

    Re: Has Avid support gone down hill?

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

     

    MC 2021.6, W10, MSI X299M, Intel 9940X, Gigabyte 2080Ti Waterforce, 64GB RAM, Samsung 970 EVO M.2 SSD, BM Mini monitor & Dell UP2718Q. MBP 2019, OSX... [view my complete system specs]
  • Sun, Apr 1 2018 1:50 AM In reply to

    Re: Has Avid support gone down hill?

    Dom Q. Silverio:
    I can say without hesitation that Avid support has improved significantly for us. And follow up has been phenomenal.
    I completely agree! 

  • Sun, Apr 1 2018 6:16 AM In reply to

    • DJFio[DB]
    • Top 500 Contributor
    • Joined on Thu, Nov 3 2005
    • Moscow Russia
    • Posts 332
    • Points 4,495

    Re: Has Avid support gone down hill?

    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.

    my zoo: NEXIS Pro 40 tb sw v19.12.0.5; MBPro_late_2013 15'' i7 16GBram OSX 10.15.7 MC 2020.12 BMD US monitor (or AJA io XT ), ATTO NT11;Baselight... [view my complete system specs]

    DJFio[DB]

  • Sun, Apr 1 2018 7:57 AM In reply to

    Re: Has Avid support gone down hill?

    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.

     

    From the old Apple Quadro 950 to HP Z8xx. My current own systems: 1x Z420 E5 1650 32GB memory quadro K2200, 1x XW8600, 2x 3.0Ghz Quadcore, 24GB memory... [view my complete system specs]

    Jeroen van Eekeres 

    Technical director, Broadcast support engineer, Avid ACSR.

     

    Always have a backup of your projects....Always!!!! Yes Always!!!!

    A.V.I.D....... Another Version In Development

    www.mediaoffline.com

     

     

     

  • Sun, Apr 1 2018 2:29 PM In reply to

    • Marianna
    • Top 10 Contributor
    • Joined on Thu, Oct 13 2005
    • Avid
    • Posts 11,565
    • Points 255,465
    • Avid Beta Moderators
      Avid Customer Advocate
      Avid Developer Moderator
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      SystemAdministrator

    Re: Has Avid support gone down hill?

    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

    Director of CSM | Customer Advocate [view my complete system specs]
  • Wed, Apr 11 2018 5:30 PM In reply to

    Re: Has Avid support gone down hill?

    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

    "When I spent 60k on a discreet edit digisuite system 10 years ago someone came up to me to offer fcp 2, I said it was a scam too." -Ric

  • Sun, Apr 15 2018 4:32 PM In reply to

    Re: Has Avid support gone down hill?

    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.

    From the old Apple Quadro 950 to HP Z8xx. My current own systems: 1x Z420 E5 1650 32GB memory quadro K2200, 1x XW8600, 2x 3.0Ghz Quadcore, 24GB memory... [view my complete system specs]

    Jeroen van Eekeres 

    Technical director, Broadcast support engineer, Avid ACSR.

     

    Always have a backup of your projects....Always!!!! Yes Always!!!!

    A.V.I.D....... Another Version In Development

    www.mediaoffline.com

     

     

     

  • Wed, Apr 18 2018 3:15 PM In reply to

    • NYnutz
    • Top 500 Contributor
    • Joined on Wed, Nov 25 2009
    • New York City
    • Posts 418
    • Points 5,010

    Re: Has Avid support gone down hill?

    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.   

    Dave

    Post Production Infrastructure Engineer

    "A very big network"

     

  • Wed, Apr 18 2018 3:39 PM In reply to

    Re: Has Avid support gone down hill?

    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.

     

    HP Z840 3.1GHZ 20cores 128GB RAM M4000 GPU 1TB NVMe drive HP Z book 17 G2 2.7GHZ Quad core 32GB RAM Nvidia K3100M 1TB SSD drive ACI Moderator. I'm... [view my complete system specs]

     

    Broadcast & Post Production Consultant / Trainer  Avid Certified Instructor VET

     

    QC/QAR Training - Understanding Digital Media - Advanced Files * Compression - Avid Ingest - PSE fixing courses and more

    All bespoke and delivered onsite at yours. Or delivered via hosted Zoom session.

     

    T 07581 201248 | E pat@vet-training.co.uk | www.vet-training.co.uk|

     

  • Wed, Apr 18 2018 10:52 PM In reply to

    • jwrl
    • Top 25 Contributor
    • Joined on Thu, Oct 13 2005
    • Melbourne, Australia
    • Posts 8,433
    • Points 98,200

    Re: Has Avid support gone down hill?

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

    MC 7.0.4 - Asus P6T Deluxe V2 mobo - Intel i7 920 2.66GHz - Windows 7 Ult64 SP1 - nVidia Quadro FX 1800 - 16 Gbyte low latency DDR3 RAM - Internal 8 Tb... [view my complete system specs]
  • Thu, Apr 19 2018 1:25 PM In reply to

    • DStone
    • Top 50 Contributor
    • Joined on Fri, Nov 4 2005
    • Massachusetts
    • Posts 3,810
    • Points 48,870
    • Moderator: Avid Media Composer for Liquid
      Moderator: MCA Mac
      Moderator: MCA PC
      Moderator: Media Composer Getting Started

    Re: Has Avid support gone down hill?

    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.

    DIY quad core I7-4790K, 32Gb, NVidia RTX 2060 Super 8, Win 10 Pro, MC (generally the latest or the one just before) [view my complete system specs]

    Dave S.

  • Thu, Apr 19 2018 11:26 PM In reply to

    • jwrl
    • Top 25 Contributor
    • Joined on Thu, Oct 13 2005
    • Melbourne, Australia
    • Posts 8,433
    • Points 98,200

    Re: Has Avid support gone down hill?

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

    MC 7.0.4 - Asus P6T Deluxe V2 mobo - Intel i7 920 2.66GHz - Windows 7 Ult64 SP1 - nVidia Quadro FX 1800 - 16 Gbyte low latency DDR3 RAM - Internal 8 Tb... [view my complete system specs]
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