Review Time
This company has terrible practices. I accidentally missed the auto-renewal notice for my subscription, which should not be set to auto-renew by default. After I contacted support to cancel, they bombarded me with terms and conditions and refused to issue a refund. I’ve been a user for 15 years, and this experience has left me frustrated and disappointed.
I have been a user since 2000, and the decline in service has been noticeable since the acquisition. There are many other DAW systems available, and I would recommend considering alternatives. I’m very disappointed given the years of usage and managing multiple licenses.
Slow to respond, when they do they offer no solution to the problem,I have been trying to revalidate my EDU license and apart from the system not working the support was woeful, so you would think to keep loyal customers on board help would just be a click away but alas no, Apparently paying customers are not a priority,Hello Cubase.
If there were an option for half a star, or less, I would have selected it. I encountered a level of arrogance only possible when you have a monopoly. There are few companies I hold in lower regard. But the sheer disinterest in serving customers that I encountered was like nothing I've ever imagined could be possible of a large company. The closest I've experienced to their apparent organizational disinterest in customers has been in dealing with the Department Of Motor Vehicles in Massachusetts -- or most other government bureaucracies. Sooner or later, someone will develop a competing product and the speed with which their customer base will flee their ProTools product will be epic. Harvard Business School will write case studies about it, I predict. Wake up, Avid/ProTools. Stop doing what your customers hate. Currently, I hate every interaction I've had with your brand, from your truly, remarkably inept website to your supposed tech support hotline (or abject lack thereof).
I've been using Sibelius for 10 years. Every time I try to renew my subscription, there are always a host of issues. It should not be this difficult to start using a program. The fact I have to even subscribe to something that is an industry standard is horrendous. Customer service is also poor. I never learn what went wrong and how to avoid it for the next time.
I have HAD ENOUGH. My 'support package' for Sibelius was due but I had changed my debit card since last year. The system would not allow me to change it. After the dreaded ChatBot experience (how ANYONE can call this PROGRESS is beyond me) I hooked up with an advisor who unlocked it for me so I was able to pay. Avid then took my payment twice. That was 4th October and today is the 11th and, guess what, still no refund, despite being told it is 'a known issue within our system'!!!!!!! Well that's mightily reassuring. Sadly I still need Sibelius as it can do stuff MuseScore cannot but the product shifting to Avid was the worst thing ever. I want my refund and, as a goodwill gesture (ha - you can imagine the gesture I've been making during this whole process!) give me a freebie for this year's 'support'. DIABOLICAL. Are you telling me a company the size of Avid can't sort this?!! I'm not happy.
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Avid Technology is an American technology and multimedia company founded in August 1987 by Bill Warner, based in Burlington, Massachusetts.
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