Originally Posted by Marshall Oliver
*steps on my soapbox*
I see that there has been alot of activity on the subject of Pro Tools 10 and Pro Tools HD's new DSP chips. From the literature I have read and of the early impressions I have from BRIEF demo I did while touring Sweetwater Sound I only have positive things to say. It seems that alot of angry voices is coming from the pricing for the OPTIONAL upgrade, since I have yet to be forced upgrade version 7. Remember there are a number of reasons why Avid set this pricing the way it is and it is not to be mean or "evil". I also recall there being at least a dozen or so other DAWs out there that you could switch to without acting like an angry mob. Where did all the professionals go? This is the music BUSINESS people, act accordingly please.
*step down from my soapbox*
I just don't get why someone would make a thread telling people to quit expressing their opinions about a product. No matter what anyone's complaint is, they certainly have a right as a consumer to voice it. It also seems pretty clear that a lot of folks have big problems with Avid and their pricing of the latest Pro Tools (and the future likely pricing).
Not to mention, Avid really should be very happy that so many folks have taken time out of their day to express their dissatisfaction on forums like these and in person. Traditionally, companies only found out about customer dissatisfaction by a loss of sales, and then followed that up with market surveys, in which they had to pay another company to provide results on where lies the dissatisfaction.
Marshall, I know you to be an intelligent man, but the fact that you missed the point on this is pretty staggering. What ultimately is going to cost Avid more, the bitching on the internet scenario in which Avid finds out quickly and cheaply that they have a problem (they do) and rolls out a solution to that problem (which I'll discuss later), or confronting a loss of sales and conducting customer feedback and market surveys to discover how to right the problem?
I can also mention that Avid does do this: I was asked to be a part of a customer survey of their before version 9 came out. I am a marketing graduate student, and I am quite happy to tell a company what I think of their product. It's important to them, and in case you don't know, marketing surveys aren't cheap. I have to say I was pretty impressed with Avid and Pro Tools 9, they did an about face on the product, ending their traditional tying of the software to the hardware that had become cumbersome and archaic and was costing them product position in the prosumer market. This blunder of theirs with Pro Tools 10- there's really no other way to describe it- tells me that they have a big problem with communicating to their customers, as well as a big problem marketing to different segments of a larger market. This version is described as being "for post" and yet professional music studios are also part of whom Avid is selling this release to, and they aren't happy. That's a big problem. You can't dismiss or ignore that. Avid has a real issue with marketing their products to different sub-markets (prosumer, professional music, post-production, and so forth). It's very hard to do, and usually unprofitable, which is why most companies don't do it.
The fact is, everyone "complaining" as you would have it represents a potential or former customer telling Avid that there is a problem with their marketing strategy, product or pricing.
If Avid is intelligent (they usually aren't), they will address the concerns of these people that you dismiss, which they already have to a degree with Max Gutnik (?) coming on to forums like these and guiding customers towards the support packages (which is a de facto
reduction in price). I predict they will also do more to address concerns, or at least that's what a well led company would do. Sure, it's embarrassing to roll out a product that is gathering as much negative feedback as this- or at least the marketing of it. But rallying around a failed marketing strategy is much worse than a little embarrassment, that's how you run a company into the ground once and for all.
For instance, I won't be upgrading to Pro Tools 10. A longtime enthusiast, Dr. Bill, has concerns about his future with the product. If Avid dismisses this as "bitching" on the internet, then they have a huge problem, because we are the people their products are marketed towards.
If we as the market- and Bill and myself are different markets that Avid is trying to sell to- are saying on the internet that we don't want and won't buy the product, then that's the single most important thing Avid needs to hear. Otherwise, they simply will have sold what they are going to sell to the people who have already bought it... and that money is already with Avid.
Coca-Cola came out with New Coke. Their sales plummeted, and customers decried the new version. Coca-Cola listened, and quickly abandoned the new product. Now, no one knows what would have happened had they not, perhaps in time people would have grown to love the new product. But we do know that in time, Coca-Cola recovered their position in the marketplace with their flagship product.
So, your suggestion that people quit complaining about the product on the internet, really isn't helping Avid at all. They should be listening... we'll see if they are or not in the future.