February 13, 2016 editorial: comments

Too Big to Not Fail?

A few weeks ago I wrote here about the technical issues I was having with Pro Tools and that I'd finally decided I had no other option but to pay for the annual service plan. (Paying for the right to talk to technical support, how messed up is that?) 

Although it didn’t totally fix all my issues, the advice I got from the outsourced Avid support engineer did help to some degree. Everything was going along relatively swimmingly until a couple of days ago, when I got an email from PayPal telling me that they’d just charged my account for an Avid Pro Tools 12 Subscription. This had nothing to do with the service plan, which I’d paid for a month ago. Apparently, some computer at Avid got its wires crossed and randomly billed me $99, as if I were an annual subscriber for the software, which I most definitely am not! (If you’ve read my past columns on software subscriptions, you’ll know why.)

Trying to get this mistake rectified has been a comedy of errors more reminiscent of dealing with a giant health insurance or cable company than a music software developer. Has Avid become that bureaucratic? The answer, at least based on my experience so far, is “yes.” I’ve had dealings with a lot of music gear and software manufacturers over the years, but never, ever before, have I felt like a number, not a person — until now.

Here’s how it went down: I called Avid support and was asked by an automated voice to enter system ID (a number you’re assigned with your Pro Tools license or support license without which you can’t even get a live person to speak to you). I entered it and somebody answered after only a few seconds. So far, so good. 

He, too, asked me for my system ID. I explained the problem and he told me that I had to speak with the “Registration Department,” and that he’d transfer me, which he did. I soon heard another recording asking for my system ID, which I entered (again). 

After a few minutes more on hold, an agent answered and asked for my system ID. His voice sounded familiar. It was the first guy again. He seemed surprised that my call had been routed back to him. He then told me I should call a different number. Ugh. 

So I did, and after a few minutes on hold (and thankfully, no requests for my system ID), I explained the problem again, and he put me on hold for another few minutes. He then came back and said he’d looked up my records and found no evidence that Avid had charged me for anything. This was rather frustrating to hear, and I gave him the PayPal transaction ID. He said he had to send it up the line to another person to deal with, and that I’d hear back from them later in the day.

Later, I got an email saying that according to their records I didn't even have a Pro Tools license. I discovered that, even though I’d given them the correct email address, they’d used the wrong one, which was associated with a different, but inactive, user account I’d once set up. For once, I wished they had asked for my system ID, perhaps then they would have pulled up the correct information. I emailed them screenshots from my bank and PayPal accounts both of which clearly show the transaction. Now I guess I’ll have to wait until next week to see whether they credit me or whether I have to keep burrowing deeper into the bureaucratic morass. 

I’m starting to regret my decision to stay with Pro Tools. I still love the software, but the company, not so much.