Avid Technology Reviews 200

I'm relieved to know that I'm not the only who feels screwed by AVID. Don't get me wrong, I love Sibelius, but, like many of you on this thread, I paid for a better version than I received, and it's absolutely impossible to get any help from AVID online, and they keep taking my money. Even when I'm trying to pay them the more f**king money for the Ultimate version, I can't get anyone to take my calls. What a disappointment.

Website designed to sabotage attempts to contact company. Freezes when you try to submit request for help.

The worst support I've ever seen! Trying to fix a billing payment, website won't process keeps saying "try again later" and all support leads you to create a case or an FAQ that tells you how to make a billing payment change. There's NO ONE you can call to fix it so you can continue using the software. This is crazy! Don't they want to get paid!

I purchased a lifetime licence for Sibelius from Avid. When my computer died, I had to buy a new one and reinstall the software. It is impossible to activate the lifetime licence in the new computer. It is even more impossible to get in touch with support. I have been dealing with a robot who says all agents are busy. This has been going on for a long time. To say the least, it has been a very frustrating experience. I give them 1 star because that is the minimum.

PLEASE avoid AvidPlay at all costs. As a distribution service they're so incompetent and glitchy that it's close to being a scam. They once removed my new album from all stores without warning due to an "ISRC error". Most recently they accidentally didn't send my track to Spotify (but had it correct for all other stores), which resulted me forcing a takedown and paying to switch distributors.

Through all of their many mistakes there is NO proper communication or even basic courtesy. Their customer service is appalling - I'm not exaggerating when I say it's the worst I've ever had to deal with. It took me weeks to find an answer for the "ISRC error" and they never even apologised for their damaging mistake. And more recently as I find a solution to their latest huge error, they sent me one generic email asking for information I'd already provided and haven't replied since for six days.

Avid simply do not care. To use AvidPlay is to pay for a service they cannot and are unwilling to provide. I wouldn't be surprised if they got into serious legal trouble in the near future. If within ten months they've damaged me financially and professionally, I'm sure they've caused countless damages to many other artists.

I'm trying to get hold of Avid to tell them they've been taking my money for 3 months when they shouldn't have and I cannot find a single way to speak to them.

Entered my id number however because my subscription has been cancelled...it doesn't exist! Yet they are happy to take my money !

AWFUL

I have cancel subscription on May 2021, but they still take my money on Paypal!!! Support NOT exists!!!

Hard to even give one star. Completely useless customer service. I'm somewhat glad I don't pay a subscription, as what is the point.

I've lost 2 days of work due to pro tools crashing when scanning plugins.

Before you ask - yes, I've reinstall Pro Tools, Updated plugins, and restarted/cleared prefs.

I have wasted more than three hours in attempts to find out how to re-install Sibelius 7 First on a new laptop since my original laptop has now been scrapped. This is the most basic of questions requiring a vary simple answer. The complexities of a great list questions to be answered within AVID's so-called support service is such that it is impossible to answer them all and consequently support is barred before it has even been requested. Shocking. Appalling. I had hoped to upgrade to a newer software version. NOT ANY LONGER BECAUSE I NOW REALISE THAT AVID ONLY WANTS TO SELL. I will find another music software supplier and accept any limitations which it may have. ANYTHING WOULD BE BETTER THAN GIVING MONEY TO AVID KNOWING THAT THERE WILL BE NO-ONE THERE TO SUPPORT ME
I've given one star only because I can't submit a review without a rating—I assure everybody that AVID is not worth one star

After months since reporting a crippling automation bug I have still not had a resolution. Lots of video clips of issue uploaded to the case, lots of emails back and forth Avid just let it sit. Seems it stumped them so they just ignore it. Considering I mix and deliver at minimum a movie a month to network TV it's a pretty major hurdle. My work around slows down the mix considerably. I wish I could migrate to a different software.

Appalling online service. Downloaded Sibelius first music writing program and was never sent an avid I'd key which enables use of app. Sent on loopy loop, the 30 second 'help' videos gave relevant in micro seconds which didn't cover my prob anyway. Bot answer to queries useless. Chat with human unavailable. Sibelius need to find another link company for their digital products. 4 hrs trying dif access and help routes and got nowhere....👿👿👿👿👿

Terrible. I have opened a case to ask a very very simple question. They have given perpetual users a chance to reinstate their license again in Dec 2021 until the end of the year. BUT the option is in the "Move to Subscription" box and my old license now states "crossgraded to subscription" which I do NOT want but the new licence still states "Perpetual" which I DO want. It is so confusing. I figure they are using the subscription mecanisum as a one-off for perpetual buyers. Their marketing talks about reinstatement but the thing you buy doesn't and their marketing states a 1-year upgrade but when you buy it is called Annual Upgrade and Support Plan. They use 3 different terms for the same thing. It is so confusing, it is the least joined up company I have every had the displeasure of dealing with. I raise a support case and I have asked them to do something which will take them about 1 minute to do and they just close the case as a duplicate but it is not a duplicate. So now I am having to ask he same question again which they will probably close as another duplicate. Nice work, I have now created a sales query to see if someone there can contact support and ask them to do their jobs. When you pay for support plan and upgrade you're really only paying for upgrades because they do not do real support.

The WORST company for customer service I have ever encountered. I've been using their software for years- I am a long time industry professional and their software is great but but every aspect of their customer care system is a disaster. The website is badly designed and poorly communicated. None of the links work and none of the online forms work either. The online customer account feature is incomplete and error strewn. The subscription auto-renew options don't work and have failed for the last four years in a row. This is always followed by the almost impossible task of getting hold of anyone at avid either from customer sales or technical help. The only reachable contact is a useless web page bot which just tells you no agents are available and gives you a link to a form that doesn't work. The technical phone helpline is utterly useless and the support code system is the worst in the music industry. Truly shocking service all round from a company that is obviously too mean to spend any money supporting it customers whom it seems not to value at all.

I don’t understand why an industry leading company that charges as much as it does keeps getting away with providing it’s customers with f£ck all support when their products glitch and fail. I have audio projects that I’m going to lose money on due to my pro tools license not working and not being able access it. There’s no support on online chat or their phone number. Joke of a company, but of course we’ll keep buying their products and the cycle repeats 🙄

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.

Atrocious support. Im a long time professional and love the software but the customer support is some of the worst I have encountered anywhere. Avid/Sibelius you ought to be ashamed of how bad it is. I cant even get in touch to sort out issues with significantly large payments of my own money. Its frankly unnacceptable in 2021.

Poor User Experience, apps (even free versions) often require installation of a separate 'Avid Link' app.

Can't launch the main app without updating the 'link' app.

MuseScore much easier to use, download and maintain, and it's free...

Would rate lower if I could. Appalling customer service- not telephone/ online help- scammed me out of nearly £200 during covid. Absolute CONMEN.

I've edited with Avid products since 1996 and I am shocked at how low Avid has gone in customer service terms. It is impossible to contact anyone about problems in overcharging or erroneous charges. The website is a joke as you can't send any messages (there is no SEND button!), the chat is a robot and they haven't got any staff attending to it.
One of the worst companies I've ever come across in customer services terms. Please get your act together!

Appalling. Impossibile to speak to anyone for help. Can't register product. been trying for two days. shockingly bad support.