I have to say normally I'm in Avid's corner, but I really feel like whatever support model they have setup needs improvement.
Everytime I call, someone answers and takes all of my info - this person struggles to understand what the issue is of course because their role is to simply triage my call. They tell me they can not handle my issue themselves and that one of their colleagues will contact me later. Two issues I have with that, a) they give no timeframe for me to expect the follow up contact - one time they called me back right as I was about the head out the door on a Friday!! b) the automated system requires me to enter in my SysID for the product I'm calling about so that they can route my call to the appropriate department, why then does the person who answers have to forward my info to a "colleague" for a follow up?
Most recently, I've been dealing with an issue where jobs sent to Archive are failing before the SGL server can pick them up. It seems to be a problem with the Providers. I've tried stopping and starting services, rebooting the servers etc, to no avail.
On Feb 18, I was working with someone via email and phone to get the issue resolved, she suggested updating the Access client to the most recent version. Personally, I didn't think that was going to help because jobs sent earlier in the day had been succussful and it suddenly stopped working altogether.
After I installed the Access client patch and experienced the same problem I wrote back to the support rep I was dealing with to let her know that it didn't work. I have not yet received a response and that was 4 days ago!!
This morning, I called support again, punched in my SysID and told the person who (finally) answered the phone that I had an existing case, but no one was responding to my messages. He looked it up and saw my last correspondence, but then proceeded to tell me that he would contact one of his colleagues who would follow up with me! This is infuriating. I have an ISIS that is bursting at the seams and loads of stuff to archive, but I can't get any of it done because of Avid's support model.
ugh.