'Different Charge'

Messages in this thread

Different Charge - Richard Vitale, 28 Nov 07:49PM
     Re: Different Charge - Robin Walker, 28 Nov 08:10PM
         Re: Different Charge - Richard Vitale, 28 Nov 09:04PM
     Re: Different Charge - Justin at Sibelius, 28 Nov 09:01PM
         Re: Different Charge - Richard Vitale, 28 Nov 11:15PM
             Re: Different Charge - Richard Vitale, 29 Nov 07:18PM
                 Re: Different Charge - Robin Walker, 29 Nov 09:12PM
                     Re: Different Charge - Richard Vitale, 29 Nov 09:36PM
                         Re: Different Charge - Richard Vitale, 30 Nov 02:27AM
                             Re: Different Charge - Richard Vitale, 30 Nov 09:17PM
                                 Re: Different Charge - Richard Vitale, 03 Dec 12:12AM

Different Charge
Posted by Richard Vitale - 28 Nov 07:49PM
Hello there,

I was very careful to make sure I was grandfathered into the 3yr Sibelius payment subscription to save money.

Without notifying me, AVID has decided to charge me yearly for more money.

I'm WAS very happy supporting Sibelius developers at keeping Sib working for my iMac, even if many of my Feature Requests are not being met.

However, Dorico is having a sale from $580 to $290 and I'd like an answer ASAP as to whether AVID has made an error it can rectify.

Seeing this is Sunday and the phone help for Sibelius is so convoluted and difficult, I'd thought I'd ask here first.

Tomorrow, if necessary I will submit a case and try the phone.

Today, I will trial Dorico.

Thank you for your time :-)

--
Richie Vitale-Sib Ultimate User
iMac (24-inch, M1, 2021) / 16 GB RAM / M1 Chip
MacBook Pro (13-inch, M2, 2022) /8 GB RAM / M2 Chip
richievitale@gmail.com
http://www.youtube.com/user/richievitale
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Re: Different Charge
Posted by Robin Walker - 28 Nov 08:10PM
I do not know what you mean by "grandfathered".

If you allow the Support and Update Plan to expire, with Auto-Renew enabled, then you will always get the 1-year renewal.

If you want the 3-year renewal, you must purchase the 3-year renewal before the automatic renewal takes place.

--
Sibelius 2022.10/7.5.1/7.1.3/6.2/5.2.5, PhotoScore Ult 2020.1, Windows 10 64-bit 16GB. Desktop, and Microsoft Surface Book.
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Re: Different Charge
Posted by Richard Vitale - 28 Nov 09:04PM
Then why does my AVID Master Account read "Expiration Date: 2025" (see screenshot) and why when I last checked my AVID Master Account the CORRECT amount was shown (when it was actually visible, as the charge amount couldn't be found a month or two ago when I looked under my plan to triple-check) as a 3-yr charge, and why wasn't I notified of the change when I went through phone calls, email with AVID and posts here to this site to make sure auto-renewal worked CORRECTLY every 3 years.

And most importantly, I'd like to rectify this error THIS YEAR...THIS LATEST CHARGE...retroactively.

Who can I contact about this???

Thank you!

--
Richie Vitale-Sib Ultimate User
iMac (24-inch, M1, 2021) / 16 GB RAM / M1 Chip
MacBook Pro (13-inch, M2, 2022) /8 GB RAM / M2 Chip
richievitale@gmail.com
http://www.youtube.com/user/richievitale
Attachment 3 years.jpg (87K)
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Re: Different Charge
Posted by Justin at Sibelius - 28 Nov 09:01PM
Hard to know without seeing your specific case, but support can help you out in case there was an error.

Specifically, on "my Feature Requests are not being met" what do you have in mind?

--
Justin Tokke, Senior Product Designer at Sibelius
justin.tokke@avid.com

Contact the Sibelius support team:
https://www.avid.com/learn-and-support/contact-audio-and-music-support

KB and other resources:
https://www.avid.com/sibelius/learn-and-support
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Re: Different Charge
Posted by Richard Vitale - 28 Nov 11:15PM (edited 28 Nov 11:20PM)
Here is a discussion from 2012 on "Having the KS on Top Staff Only":
https://www.sibelius.com/cgi-bin/helpcenter/chat/chat.pl?com=thread&start=588071&groupid=3&words=sinatra&name=vitale
..so a "part" doesn't look like the attachment below.

Every part in the Sinatra book (Nelson Riddle, Billie May, Alex Stordahl), the Village Vanguard book, Toshiko Akiyoshi and in fake books is set up this way. Finale does it and I will find out shortly if Dorico does it also.
______

...and just to broach the original topic, I have had conversations specifically about "auto-renewal" with Sibelius/AVID people and it may have been implemented partially because of these conversations.

"Auto-renewal" LITERALLY means it is set up as so it automatically renews. I think it a disingenuous way for AVID to charge more money to not know and honor that.

--
Richie Vitale-Sib Ultimate User
iMac (24-inch, M1, 2021) / 16 GB RAM / M1 Chip
MacBook Pro (13-inch, M2, 2022) /8 GB RAM / M2 Chip
richievitale@gmail.com
http://www.youtube.com/user/richievitale
Attachment 7bs.jpg (462K)
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Re: Different Charge
Posted by Richard Vitale - 29 Nov 07:18PM (edited 29 Nov 07:33PM)
Well, after an hour on the Chat Support with Sibelius, they finally sent me the link: https://avid.secure.force.com/pkb/articles/en_US/FAQ/Sibelius-Price-Adjustment

This was after Abigail from Chat (after one hour of discussion) said she could credit my one year subscription for 107.79/yr if I purchased the 3 yr plan. Sounded like a wonderful solution!

After checking my cart it read: $299 for 3yr when my previous plan was for $199.00 for 3 yrs. The gist of the above link is that there were price "changes".

BTY - I missed Robin's question about what does "grandfathered" mean? It means you've entered a plan that is available (usually to existing members) that will become deprecated in time.

I am wondering is there anyone here that can confirm the "$199.00 for 3 yrs" plan cannot be renewed OR was it a mistake made by the AVID website as I changed absolutely nothing as far as payment EXCEPT for a credit card number that was no longer in use.

--
Richie Vitale-Sib Ultimate User
iMac (24-inch, M1, 2021) / 16 GB RAM / M1 Chip
MacBook Pro (13-inch, M2, 2022) /8 GB RAM / M2 Chip
richievitale@gmail.com
http://www.youtube.com/user/richievitale
Attachment Sib.jpg (101K)
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Re: Different Charge
Posted by Robin Walker - 29 Nov 09:12PM
I am deeply puzzled as to what you have done. You seem to have purchased, for $299, a wholly new Support and Update Plan, on "Get Current" terms, which should only be purchased by users who have allowed their Support and Update Plan to completely expire.

The normal 3-year extension of a "Support and Update Plan" for a Perpetual Licence with an existing in-date "Support and Update Plan" is only $199 (to the best of my belief).

--
Sibelius 2022.10/7.5.1/7.1.3/6.2/5.2.5, PhotoScore Ult 2020.1, Windows 10 64-bit 16GB. Desktop, and Microsoft Surface Book.
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Re: Different Charge
Posted by Richard Vitale - 29 Nov 09:36PM
No I did not purchase the plan Robin.

I told the Chat Agent about the $100 price difference and said I'll stick to the original yearly charge (which I never set up)...while I look at my options. To purchase the 3 yr plan she offered me with a link to it would have saved me about $27 over 3 years.

Thanks for checking in :-)
________
If anyone has a link to the "existing in-date "Support and Update Plan" for $199" I will purchase that and stop payment on my credit card for the yearly plan tomorrow.

Credit cards (my bank) will start a "case" and usually the people charging you "give up" in my experience (not that I've had to do it that often).

I'm working tonight but will try to find the plan online myself when I get home.
--
Richie Vitale-Sib Ultimate User
iMac (24-inch, M1, 2021) / 16 GB RAM / M1 Chip
MacBook Pro (13-inch, M2, 2022) /8 GB RAM / M2 Chip
richievitale@gmail.com
http://www.youtube.com/user/richievitale
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Re: Different Charge
Posted by Richard Vitale - 30 Nov 02:27AM
Hmmm, I guess I'll get on the Chat Line again tomorrow with AVID. If that doesn't work, I'll call my bank and stop payment (I'll have to wait a few days) and then join my old plan.

I knew there was a grace period, as I had many discussions about this either here and/or with AVID folk by email.

I hope it's not another one hour chat...it really shouldn't be this hard 🤦‍♂️

https://avid.secure.force.com/pkb/articles/en_US/faq/I-already-own-the-new-Sibelius-How-do-I-renew-my-Support-Plan

--
Richie Vitale-Sib Ultimate User
iMac (24-inch, M1, 2021) / 16 GB RAM / M1 Chip
MacBook Pro (13-inch, M2, 2022) /8 GB RAM / M2 Chip
richievitale@gmail.com
http://www.youtube.com/user/richievitale
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Re: Different Charge
Posted by Richard Vitale - 30 Nov 09:17PM (edited 03 Dec 12:13AM)
Ingrid set up a case # for me and everything was resolved on the AVID Chat Line. Thanks everyone.

Robin is correct BTY re:
If you allow the Support and Update Plan to expire, with Auto-Renew enabled, then you will always get the 1-year renewal.

If you want the 3-year renewal, you must purchase the 3-year renewal before the automatic renewal takes place.
_____
There is a 14-day Grace Period (not a month).


Also, if you turn auto-renewal OFF and are out-of-town for two weeks or not using Sibelius those 2 weeks there is NO reminder or email from Sib about the plan ending so everything is ENTIRELY dependent upon a 3yr reminder in your calendar.

So, just be aware of that.
--
Richie Vitale-Sib Ultimate User
iMac (24-inch, M1, 2021) / 16 GB RAM / M1 Chip
MacBook Pro (13-inch, M2, 2022) /8 GB RAM / M2 Chip
richievitale@gmail.com
http://www.youtube.com/user/richievitale
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Re: Different Charge
Posted by Richard Vitale - 03 Dec 12:12AM
Sam Butler said:
"Ideally we’d have a way to auto-renew 3-year renewals. I’ll ask IT if they can add that to their list."

If this happens, I'm pretty sure it'll be pinned to the top of the forum for a while...I hope so :-)

--
Richie Vitale-Sib Ultimate User
iMac (24-inch, M1, 2021) / 16 GB RAM / M1 Chip
MacBook Pro (13-inch, M2, 2022) /8 GB RAM / M2 Chip
richievitale@gmail.com
http://www.youtube.com/user/richievitale
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Messages in this thread

Different Charge - Richard Vitale, 28 Nov 07:49PM
     Re: Different Charge - Robin Walker, 28 Nov 08:10PM
         Re: Different Charge - Richard Vitale, 28 Nov 09:04PM
     Re: Different Charge - Justin at Sibelius, 28 Nov 09:01PM
         Re: Different Charge - Richard Vitale, 28 Nov 11:15PM
             Re: Different Charge - Richard Vitale, 29 Nov 07:18PM
                 Re: Different Charge - Robin Walker, 29 Nov 09:12PM
                     Re: Different Charge - Richard Vitale, 29 Nov 09:36PM
                         Re: Different Charge - Richard Vitale, 30 Nov 02:27AM
                             Re: Different Charge - Richard Vitale, 30 Nov 09:17PM
                                 Re: Different Charge - Richard Vitale, 03 Dec 12:12AM