Avid Technology Arvostelua 200

A very good product with very poor customer service. Annual subscriptions are automatically renewed and your account is recharged the following year. If their customer service was even fair, I might have continued with another year. After many attempts to cancel, I have yet to here back from Avid (Sibelius).

Although Sibelius is a great music-writing app, Avid does not update or support it passably. The product's updater sends you into long, perpetual cycles of not updating. Customer support (via email) only gives you more time-consuming options which DO NOT WORK. Huge disappointment!

I'm a 15 year client and I can voucher that AVID has horrible customer service. No one answers, confusing contact on the site, only a certain number of characters for submitting a case. For the price of the software (not to mention hardware), it's just inexcusable. Shame. Shame. Shame.

Impossible to contact tech support/customer service so can’t find any way to register my Sibelius 6 onto my new computer. Terrible. Do not buy from Avid

Worst customer service I have ever experienced. Subscribed to Pro Tools several months ago but was unable to install the software on my laptop. Paid an extra $40 to get AVID help, which did not happen. Impossible to reach live people by phone and Chat Help service has been disconnected. Nothing on the website about how to cancel subscriptions. Five attempts to do so have been unsuccessful. As a result I have now paid nearly $140 and received nothing in return. I am not a lawyer but it feels like fraud. Doubly frustrating because Pro Tools is an excellent mixing program. Beware.

I bought a S1 + Dock which is over 3000 dollars in Europe. The software caused Logic Pro to crash, so I needed support to get it to work..

I never received the service number I needed to get trough to phone support, which should have been sent automatically. I finally generated the necessary number myself and spent 18 minutes with a guy, who just had to start the case. I never got a callback from support and received an email from support 1,5 month after I wrote to them.

I returned the brand new products and will never be dealing with Avid again.

Expensive products and terrible customer service is not something I can support..

I can't get in touch with the support, I bought Sibelius ultimate, it is registred as aktive in my products, but I am still at trial version. I have somehow to stop payment at once since im I 10 days not are allowed to use the program.
No online support, no emailadresses, no help on the telephone.
DO NOT BYE ANY PRODUCTS FROM AVID

What a disappointment, it is truly a shame, after so many years working professionally with avid products, and I have seen how they have declined technically and in market politics, I think I will soon go to logic pro

i am a full time producer and engineer. i paid for the pro tools update and support plan. i encountered issues with the cloud service (for which i also pay). i have clients awaiting a resolution of this issue in order to complete their projects.
i submitted a support ticket almost 2 weeks ago. i followed up daily to see if anyone could assist. the first tech i was able to contact simply concluded "i guess it doesn't work so well." he was unable to run pro tools on his system to troubleshoot. the next 2 techs i was able to get in touch with were also unable to run pro tools on their systems. no one has followed up on my support ticket. i have only gotten in touch with someone by re-calling and going through the process all over again... the response is always "you reached someone not in the pro tools department; i'll pass your info along to a pro tools technician."
this is beyond "bad customer service." this is theft.

I have recently found out that I'm unable to use ProTools because the subscription I'm paying for has expired. Yes, that's right...the subscription I'm paying for has expired according to them; I have been charged for a product I cannot use and will continue to be charged for it until they fix the problem. Thats assuming I can even get in touch with them.

I'm extremely angry as I can't even make a case or chat with a human. This is made extremely difficult by their confusing website that leaves you going round in circles for hours on end.

AVID=AVOID

Absolutely terrible service with no avenues of help without having to pay for it.
Their subscription system is so broken (at this stage I assume purely for them to rake in more money) getting even the most basic information is impossible.
Simply wanting to change from an educational licence to a full one is impossible via the site and if not done within 30 days, requires (I get the impression anyway) repurchasing the software. Unfortunately there is no way to contact avid to clarify this process without paying as they offer absolutely no support for free.
Avid do not care one bit about their customers, and they make it very clear.

Worst customer service I have ever received they have deceived me and I had to contact them 5 different times to hear a response. It took them 3 weeks to respond and they were 0 help. They took unauthorised purchases even though I pay for a full license.

One of the worst companies for customer service. Ethically unviable. Their customer service is almost none existent, they are slow and difficult to access. They put most of the labour onto the customer which is incredibly selfish. If the board and CEO of avid go home with any sense of pride then they are clearly deluded, sad individuals.

If the audio industry had any moral compass at all they would actively denounce Avid.

Utterly slow and ineffective user support.

Pro tools is not even an top tier DAW.

Pathetic.

Bought a new desktop pc with windows 10 and enough memory and ram to speed up my recording process on protools. I've used protools 10 for many years without a problem. The last 24 hours have been a nightmare. Can't use my protools on my new computer. Tried reaching out to AVID customer support, and they have an automated message that continuously goes on and on with no real solutions. Tried going online and accessing support by logging into my avid account, but their website keeps saying cookies are blocked and I would need to allow them in order to proceed. So I click the area on their site to enable cookies, and the site just refreshes and here we go all over again. The overall experience has been enough for me to not even want to use protools any longer.

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.

HORRIBLY MISLEADING. "Get one year of Pro Tools for just $39 CDN" --- Billed monthly. NOWHERE at any time of purchase did it say this meant a total a $468 A YEAR. AND YOU CAN'T REVOKE IT. ONCE THEY'VE GOTCHU THEY GOT YOU!

They're just not interested in supporting or helping customers. Pro Tools appears to be expensive rubbish.
Avoid at all costs!

Absolutely awful. These programs aren't cheap and when I contact customer support (and absolutely arduous task) I don't expect to simply be refused any hep. Pathetic!

There is no support for imac protools duet for mac catalina. I had a one year subscription Pro Tools but I can not use it any more because drivers are not available for above. Avid technoligy contact center does not care. They only say downgrade your macbook os ... almost impossible..
I had to buy an other interface.

Now my subscription has ended and I like to buy one month more (my son is studying pro tools and needs one month to complete his study) i made a mistake by buying a annual year subscription (monthly paying) instead of one only month.
Avid is a company that does not care how they make money, they will not cancel my mistaken subscription, so I have to pay euro 34 each month for a year.