We have used Customer Direct in the US as our direct phone sales and information line for a number of years, starting well before our acquisition by Avid. Although there is naturally a certain amount of staff turnover in an environment like that, we have had the same core team there for some time. They handle calls to 888-4-SIBELIUS and emails to [email protected].
In the UK, we are no longer taking phone orders from individual customers directly: we are still taking orders from educational institutions directly, but not individuals. If an individual customer wants to order by phone in the UK, they should contact one of our authorised resellers, all of whom offer excellent service and support. Of course, it is still possible to order direct from us via our online store. Technical support is still handled as it has always been by the team in our London office.
In the US, we do still have our team at Customer Direct, at least for the time being. Customers can order by phone at 888-4-SIBELIUS, online at our web store, or from any of our authorised resellers.
With specific reference to Aidan's situation, I would like to invite you to get in touch with me, Aidan, so that I can try to resolve this to your satisfaction. It sounds as if what might have happened is that you placed your order by phone before we stopped handling direct sales calls from individuals, and the problem with your order wasn't resolved before our change in policy. As a result, the order may have been passed over to our team in the US to handle, and there are obviously complications in speaking to people in the US by phone inexpensively, or in transmitting credit card information via email.
So please drop me an email and include your initial order acknowledgement and each of the communications you have exchanged with our various teams since then, and I'll see what I can do to resolve this for you.
Finally, I want to say that Avid is pursuing a strategy of centralising all of the functions that were part of the original, separate business units (Avid, Digidesign, Pinnacle, Sibelius) into a single shared set of functions, in order to reduce duplication and provide a single experience for customers of all of its products and services. There will inevitably be some growing (or shrinking!) pains as this takes place. The process has been ongoing for the last 15 months or so, and I would guess that there is still quite a lot to do in the future. On behalf of all of us at the former Sibelius business, I apologise for any inconvenience this might cause as we complete the transition to the new shared services model.
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Contact Sibelius technical help:
USA & Canada: [email protected] / 1-888-280-9995
UK: [email protected] / +44 (0)20 7561 7997
Australia: [email protected] / 1300 652 172
Other countries: www.sibelius.com/support |
Avid sales support a disaster - Aidan Goldstraw, 04 Dec 03:26PM