Avid Tracking Order Status

What a useless bunch of negative reviews. Complaining of being charged to use a industry leading set of software. I've used Avid for 25+ years and their support forums are the best there is. Go to community dot Avid dot com Try getting support from Adobe. Great software. A great support offering. No it's not freeware.

AVID Support Care is a contradiction in terms. Zero Support or Care. Their monthly subscription service does not allow you to make changes and they do not issue a reminder when the year is about to expire. Auto renewal went ahead without any warning. I have moved countries and the site will not allow me to change my address and card details accordingly saying I have to stick with original country. Well the original bank account is about to be closed. The new subscription is only 9 days old (within normal 14 day cooling off period that AVID have managed to avoid adhering to by saying you ticketed the T&Cs. I wonder would that hold up) and they won't allow me to close and open a new one. Their contact form is restrictive with drop down menus that never apply to the issue. Very very poor offering. AVID don't allow people to move across the globe and take their software with them. Hardly a good business plan. I see from other reviews I'm not alone in this experience of them.

Daniel, AVID Global Customer Care helped me. He helped solve an ongoing license problem for over a month and it was not an easy one to solve! He should get a raise and I am happy to be a Avid customer because of him!

I've been held on customer support line all day today. It's 5:30 and still only recording. I bought the ticket and this is what you get.. nothing. No answer. When you absolutely need it. update After the day, about 8pm I received an email from the support that they will help me by remote accessing my desktop. The technician was actually brilliant, quick and knowledgeable and professional. I had to delay some things and did after hours work but my deadline was somehow met. It might be good for your health of your mind that they will respond eventually and once they did, their support technician is really good. They started to put some note on the account page about support phone is having issues. But from this experience, I am not expecting much for their phone support anymore. It's better for my health that their phone support does not exist. So thanks to the support technician I updated my rating to 3 stars instead of 1 when I wrote it while I was waiting. So please be careful when you start using them, make sure you have plenty of time to test it out.

I was just helped by Avid customer care. They did a take over of my screen, because I could not get my license accepted through their normal instructions, after I updated my Sibelius program. It took me a lot of work to try out many different ways of solving the problem, while being in email dialogue with the Avid support. After ten days of trying different ways to make it work, we made an agreement to have one of the people (Ned) on their support team to do a take over my computer. After 30 minutes he fixed the problem (and answered 3 other questions I had according to Avid and Sibelius). Their installation processes is way too complicated. But their support team has been very helpful, professional and supportive. Though the process was quite too complicated, but it does not seem to be the fault of the people in the support, more in the system of Avid.