Product Support Policies and Options
In order to activate your warranty and to be informed of all the latest information and upgrades, please register your product as soon as possible. Register your product here.
Avid Xpress Studio and Avid Xpress Pro Service entitlements, options and policies
One phone call/case to be used within the first 30 days for warranty installation support is included with new purchases. This includes ensuring the cd-rom, dongle, and Avid Mojo are not defective, and ensures the software gets correctly installed and can be launched.
The incident logged as a case will address all installation only questions, once installed, you can purchase Avid Support for additional phone support or use our online resources listed below. Install-only is defined as warranty of the dongle and cd-rom or Avid Mojo, ensuring the dongle is not DOA, the Mojo is not DOA, and the software cd-rom is free from defects and installs properly. It does not guarentee or support the set up of non-Avid branded products used with Xpress Pro such as decks and cameras which are not required in order to complete an installation. The user forum and other links listed below are great for assistance in all areas.
Within the first 30 days, if the cd or dongle is defective a new part will be shipped in advance, then once the new part arrives, the old part is shipped back to Avid. After 30 days, it is "return to factory", which means the broken part is shipped to Avid before the new part is sent out.
Phone hours are 9am-7pm Eastern Time, Monday-Friday. The phone number is 800-800-2843 menu choice 3 .
There are no 7x24 options for Avid Xpress Studio or Avid Xpress Pro at this time.
The installation support does not include operational or workflow questions, tips, and third party deck and camera support. There are a wide range of training resources available.
Can I talk to someone by phone after the the installation questions have been answered?
For support beyond installation questions, and for support past 30 days, an annual service contract can be purchased. An annual service agreement is called Avid Support. To purchase Avid Support please call our sales line at 800-949-2843 menu choice 1.
Avid Support details
- For Avid Xpress Studio, Pro and Mojo only, not for Avid Xpress DV
- Available in the Americas only (contact your local reseller outside of the Americas for local details on service programs)
- Hours: 9am-7pm eastern time, Mon-Fri, there is no 7x24 option
- Includes advanced exchange of dongle or mojo if needed
- New! Now includes all software updates. (Effective 2/15/05 for all new and existing Avid Support contracts.)
- Avid supports the Avid branded software only, please note third party hardware or non-qualified hardware may be referred back to the place of purchase or integrator after general advice is given
- Avid supports specific troubleshooting of error messages and technical troubleshooting for the Avid software. Although we can not directly support or solve problems related to 3rd party devices or computers, our customer support is happy to participate with the 3rd party to address issues or answer any questions. In regards to how-to, operational and workflow questions, we provide a limited amount of tips and advice (since we want to be available for critical technical issues), and recommend self paced training materials and classes which are available.
There are no "pay per incident" or pay per call options at this time
Avid Xpress Studio/Pro Dongle and Avid Mojo Replacement Policy
Avid Mojo has a one year warranty based on the manufacturing ship date of the unit, not the date of registration. (if there is any concern on warranty date, your receipt of date of purchase can be used to ensure you get 1 year warranty)
Avid Mojo and the Avid Xpress Pro dongle have an advanced exchange replacement process for the first 30 days.
After the first 30 days the replacement policy is Return to Factory, which means instructions would be given to you to pack and ship the Avid Mojo or Avid Xpress Pro dongle back to Avid before the replacement would be sent. Customers who have purchased Avid Support for Avid Xpress Pro and Avid Mojo will continue to get advanced exchange. On a warranty replacement or Advanced Exchange, there's no tax applied since there is no charge to the customer and freight is paid by the shipping party. When Avid ships a warranty replacement, Avid pays for the freight. The customer is responsible for the return freight on the defective part.
After one year the Avid Mojo has a return to factory replacement process for $495 plus tax and freight charges.
Note: Freight is overnight next day unless otherwise noted.
Avid Xpress DV Service entitlements, options and policies
There is no phone support option for Avid Xpress DV. Support is provided as self service via the communities section of www.avid.com.
If you are using the most recent version of Avid XpressDV, you can also submit a problem report directly to Avid Customer Support. This is used if you have step by step instructions on a reproducible problem which you would like to report to Avid. Avid will research the problem and report back to you.
Avid FreeDV
There is no phone support option for Avid Free DV.
Support is provided as self service via the communities section of www.avid.com. There is no email option for Avid Free DV. Please note the people who answer our 800 number are not able to support Avid Free DV.
General Damaged Dongle note for Avid Xpress Pro and Avid Xpress DV
Take good care of the dongle! If a dongle is physically broken, damaged, opened, or is not in one piece, there may be a $200 fee to replace it. If the customer is charged a replacement fee, tax and freight also apply.
For products purchased through the Avid Store
Products sold through the Avid Web Store site which do not bear the Avid Brand name are serviced and supported exclusively by their manufacturers in accordance with terms and conditions packaged with the products. Avid's Limited Warranty does not apply to products that are not Avid-branded, even if packaged or sold with Avid products. Please contact the manufacturer directly for technical support and customer service.
Return Policy
Please note as with most audio CDs and software packages on the market, the Avid product can not be returned once it is opened. Before you open the product please note there is no return or refund ability. If you do not agree with this please call your dealer before opening the product.
Please check system requirements before opening the box. No guarentee is made that the software will perform satisfactory on a computer not listed on the web site, performance may vary based on machine type, and the same policy applies once the software is opened it can not be returned.
**** Where else to go for support, more helpful links:
Our online community forum is an excellent source for troubleshooting advice, tips, and techniques. You can search the forums for specific issues, and you can post new questions as well. Check out the following link to start now!