'Inadequate customer support from Avid'

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Inadequate customer support from Avid - JohnRodge, 18 Jan 03:36PM
     Re: Inadequate customer support from Avid - Robin Walker, 18 Jan 03:46PM
         Re: Inadequate customer support from Avid - Andy G, 19 Jan 10:13AM

Inadequate customer support from Avid
Posted by JohnRodge - 18 Jan 03:36PM
I've been using Sibelius since forever but I've never experienced anything like the problems I'm now having trying repeatedly to activate the most recent version. I purchased a perpetual licence on Friday 15th January 2021 and when I go to input the activation code, which, apparently, you can only do via Avid link, nothing happens. Avid Link simply refuses to initialise and after a few minutes, crashes and closes. Avid's customer care is quite frankly woeful. It seems they, as a company, have no service ethos whatsoever. So now I have a useless version of Sibelius, an inert activation code which cost me over a hundred and forty quid and no access to over twenty seven years of files! Am I right to be feeling a little aggrieved here? I'd like to think that anyone in the company reading this would respond to me with a concrete offer of help but I'm not going to hold my breath!

Anyone else got the same problem?
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Re: Inadequate customer support from Avid
Posted by Robin Walker - 18 Jan 03:46PM
Is this on macOS or on Windows?
Did you sign in with your Avid credentials on the "Profile" tab of "Avid Link" before attempting activation?

For further assistance, you should submit on online case at Avid Registration Support, at:
http://avid.force.com/Support/RegistrationCaseCreation
Take the "Audio" route through the product selection menus, ignore the auto-FAQ responses to your case description, scroll down to the bottom of the page, and ensure that you submit the case.

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Sibelius 2020.9/7.5.1/7.1.3/6.2/5.2.5, PhotoScore Ult 2020.1, Windows 10 64-bit 16GB. Desktop, and Microsoft Surface Book.
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Re: Inadequate customer support from Avid
Posted by Andy G - 19 Jan 10:13AM
And to unfortunately rub salt in the wounds, your £140 may well have only bought you the stripped down version of Sibelius. The full version is now called Sibelius Ultimate.If you do have the plain Sibelius, you'll find it rather lacking in features compared to the full version that you've probably been using up to now.
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PC and Laptop: Windows 7. 8GB RAM. Sib 6.2 and 7.13
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Messages in this thread

Inadequate customer support from Avid - JohnRodge, 18 Jan 03:36PM
     Re: Inadequate customer support from Avid - Robin Walker, 18 Jan 03:46PM
         Re: Inadequate customer support from Avid - Andy G, 19 Jan 10:13AM