Appalling customer support! We have been a Digidesign and later Avid customer for nearly two decades. We own quite a few full licenses and also have a 'Support and Upgrades' plan for Pro Tools. Their latest update 2021.3 caused a total file system damage whereby files will be stamped with the wrong IDs and neither Pro Tools' search engine / Mac's search engine would locate the files we need. It is a mess! The issue is similar to an issue that happened to other users last year. I submitted a case. Apparently we are all now on 'standard' support which means no phone calls. This has been done quietly of course, perhaps just a line in T&Qs, no major announcement. We did have access to phone support last year but not now. So, I submit a case. I explain we are producing two major international radio programmes and our deadlines are severely affected. TWO days later I get an email from an agent asking me for a video to get more 'context' of the issue despite me giving him all the issue needs. I submitted a video straight away, within the hour. FOUR days later - nothing! No acknowledgement, not even a 'we are sorry for the inconvenience'. Absolutely nothing. The arrogance, the utter arrogance is staggering! Problems do occur. New versions do come with bugs. I am not arguing that. Problem is the arrogance, incompetence, lack of respect, total negligence shown by their 'customer service'.I am now even considering switching systems. This will force us to leave behind 20 years of data 'locked' in Pro Tools. It is extremely sad what these people did to such an amazing system that WAS Pro Tools.
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Avid Technology is an American technology and multimedia company founded in August 1987 by Bill Warner, based in Burlington, Massachusetts.