My assessment of Avid's phone support.....for those who care.
First let me say that phone support is not free, in order to talk to someone on the phone, one has to purchase a "support ticket" it's a number code that you punch in at the beginning of the phone call. I guess so they weed out all the "I can't get my Digi 001 to work" calls. The fees for the support calls are $49 for PT and $79 for HD or you can buy a support contract for $599 a year to get unlimited calls in that year along with any software updates released that year for free.
It may be just me but it feels like between this new support paradigm and the new pricing/ update cost Avid is trying to cater more to the professional money making users rather than spending time on the hobbiest.
Now, on to the adventure. After spending 30 minutes on the phone, my call was put through to a gentleman who asked if I wanted to continue to hold or have a call back, but all the call backs for the day were already booked so the call back would be the next day. I opted continue to wait since I wouldn't be in front of the machine the next day.
Another 30 minutes and my call was answered by tech support. The gentleman was very nice, non condescending, didn't make me feel like an idiot for calling (believe me some tech support treat you like a child that just ate the crayons). I described my problem and he took me right to the solution within 5 minutes my problems was solved.Admittedly the problem was that I had a setting off, it was not the fault of the software but I would have never figured it out. I would be raving about support if it wasn't for the wait. Avid needs to reduce wait time, otherwise a pleasant and productive experience. I can understand the wait if support were free, but we are purchasing a service, so we can expect a timely response. i would say one half hour tops would be fair to expect....oh and some nice music to listen to while on hold.
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