-
Avid praise
I do my share of gripin’ so today, in all fairness, I must say they helped me out.
I reciently broke my dongle.
I know, ouch, right?
Anyway, I was able to band-aid temporarily and was knee-deep in an on-going gig when it started getting fussy.
I contacted Avid, eplained I didn’t have assurence, just needed to buy one and explained I had broken mine in a move.
A helpful fella named Rich explained their policy is to have the dammaged dongle sent in before the new one goes out. While I totally understood that, I simply told him I was nursing it during an on-going session and could not shut down. Without question, he helped a brother out and sent off a new one today.
How’s that for customer service?
It’s appriciated, Rich. Thank you, man.
-
4 Replies
-
in the past “Rich” from AVID would have been fired for doing this.
I guess this is the new friendlier management.Bob Zelin
-
It was on the ohone in real time. I felt he was just a human with some understanding of my situation. He didn’t ask a boss over his shoulder. It’s this kind of reaction that gains and keeps customers. Had he stuck to a policy that bags their clientele, I surely would have vented it here.
that said, I recieved the dongle at my home today. It’s a whole different size and design than mine, putting me on a slight edge until I can try it out Sunday at the suite. I’m sure it’s fine… same sys number. Just a lil somethin to make me not sleep all that well till then. 😉 -
Avid support has changed tremendously over the last few years. Actually, the whole company has and continues to. It is why I hold out hope for the company, even though my logical side says it’s too late for them.
Terence Curren
http://www.alphadogs.tv
http://www.digitalservicestation.com
Burbank,Ca -
Listen to logic, brother.
They’ve sealed their fate. I hate that as much as you do.
Reply to this Discussion! Login or Sign Up