Celebrating a support success story

by Daniel Spreadbury on May 21, 2012 · 2 comments

in People

The London Eye: it wouldn't stand up without support. (Courtesy Destinys Agent on Flickr)

Mark H. Nichols recently had cause to contact Avid’s Sibelius support staff to help get his wife’s copy of Sibelius back up and running after a system reinstallation. He had such an excellent experience that he felt moved to write about it on his blog. He says:

This morning I tried to install a fresh copy of Sibelius on my computer only to have it not work. The application installed and when started asked for the serial number but then said “your serial number appears to be corrupted”. The message also said to contact Sibelius support.

Some support calls are better than others. Some support calls are supremely frustrating. This support call was fantastic.

After navigating the usual maze of options I ended up talking to a representative called Larry. Larry listened to my situation and asked if I was using Mac OS X 10.7, or Lion. When I said yes he said we could fix my situation in about 5 minutes.

There are a number of dedicated, expert people working in Avid’s support team for Sibelius, with three people in the UK, at least half a dozen in the US, one in Australia and one in Japan. Mark spoke with Larry Lee, who works in our US support team. Mark sums up his experience:

The icing on the cake however, was the follow-up email. Not only does it give me a case number and the option to contact Avid (Sibelius) for more help, it very succinctly and completely recapped the support call I’d just had. Complete with links to articles in their knowledge database for the two steps we’d taken to get me working again. Outstanding. In just a few minutes I went from being frustrated by a dialog message that said to call support to being completely satisfied and then astonished at the level of support.

Avid (Sibelius) has got customer support nailed.

I just wanted to highlight this success story and celebrate the hard work of the people who provide dedicated technical support to Sibelius users all around the world. If you ever have a problem with installation, registration or activation of your copy of Sibelius, you can contact Avid’s technical support team for assistance at no charge: you can either complete an online form, or call the technical support line, choosing the option on the menu for registration support.

You only have to buy an Avid Support Code for support if you are outside the first 90 days since you registered your copy of Sibelius (30 days for Sibelius First) and you require help with using the software (e.g. a question that could potentially be answered by looking in the manual, or asking on the user forum). Avid has also recently updated its online knowledge base, and our support staff add new articles on a weekly basis. It’s definitely worth checking the knowledge base before you call or email support, and it’s also worth asking your question on the user forum (which I personally check two or three times a day, and I’ve answered tens of thousands of questions there over the years).

Thanks to Mark for giving me the opportunity to sing the praises of the Sibelius support team, and thanks to Larry and everybody else on the Sibelius support team for doing such an outstanding job!

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Alexa Weber Morales in her grandmother's cloak in front of a church door

Alexa Weber Morales is a singer-songwriter from Oakland, CA whom I have not yet had the pleasure of meeting in person, but with whom I have conversed a great deal on Twitter (find her @AlexaMorales). Recently she got in touch to tell me about her experience of using Sibelius First, our entry-level music notation software designed for people just like Alexa, in writing songs and arrangements for her new album, I Wanna Work For You, which was fan-funded through Kickstarter.

Alexa wrote about her experience of using Sibelius First when she was arranging The Names of the Winds, one of the songs on her album, on her blog. It’s a great insight into the creative process, and how software can help you experiment and go in new directions. She describes an unsatisfactory collaboration with the pianist in her band whom she had asked to help arrange the song based on her melodies, and how the experience led to a new resolve:

I knew my lyrics, inspired by the Master and Commander series by Patrick O’Brien, were some of the best work I’d ever done. I could see he totally understood that hunger to compose a great song to match them. “You can do it yourself,” said my co-producer. “You’ve got it.”

So I began to pound away at the song, in a way I’ve never done before. After sitting for hours at the piano and playing it, reshaping some of the lines and considering how composers I admire set their melodies (Satie, Joplin, Chopin, Gounod, Bach, Guinga), I took a few good melody lines and switched to composing it exclusively on the computer in Sibelius (music notation software by Avid). I spent days on it, locked in my room. My boys left me alone. “Where’s Mommy?” I heard one ask behind the door. “She’s still working on her song,” the other replied.

I discovered that it was interesting to write orchestral string lines in Sibelius and see how they interacted — even though the piece would be recorded with just piano and bass. When I wrote the song back in the mid-2000s, it had a key change in the song from verse to bridge/chorus. I kept that. A new development was a time signature change that occurs at the end of each chorus. I was especially proud of this. The song goes from lilting waltz as I sing “Tell me all the names of the winds, whisper all the ways I’ll never know,” to inexorable 4/4 with eight-note arpeggios under the sad lyric, “Which one will blow me to my love?”

A sleepless week passed, and I emerged from my home office, triumphant — or at least, “done.” We were about to rehearse the whole band the day before our two days in the recording studio. My co-producer, Sam Bevan, still hadn’t seen the song. No one had. Was it any good? After rehearsal, he and I sat down and he played it on the piano. I could see he liked it. “Where did you get these voicings?” he asked nonchalantly. Victory! The next day, Jonathan Alford, my pianist on the album, played it in the recording studio and loved it. “Is it better than the original demo?” I asked. “Did you listen to it?” “Yep, kiddo, this is much better. Those descending lines in the chorus are great.” Another jolt of artistic pride — I explained they’d come from my playing with string lines in Sibelius.

Read the rest of the post for the full story. Using the video export feature in the new Sibelius First, Alexa has also created a video to accompany the song, which she talks about on her blog, and has uploaded to YouTube:

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You can check out Alexa’s album, I Wanna Work For You, on Bandcamp, and buy a digital copy for just $10.

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With just 73 days to go until the opening ceremony of the London Olympic and Paralympic games, the anticipation around the UK, and indeed the world, is building. One of the key ways in which LOCOG, who are staging the games, are getting young people excited about the games is through the mascots for the Olympics and Paralympics respectively, Wenlock and Mandeville. Although many UK residents (and long-time readers of this blog) will be familiar with this dynamic duo already, some readers may be interested to know that Wenlock is named after the Shropshire town of Much Wenlock where the mid-19th century Wenlock Games, which served as inspiration for the whole Olympic movement, were staged, and Mandeville is named after the Buckinghamshire town of Stoke Mandeville, where pioneering spinal specialist Dr Ludwig Guttmann set up the Stoke Mandeville Games in the 1940s, a forerunner of the modern Paralympics.

The story goes that Wenlock and Mandeville were created from the last drops of British steel used to make beams for the new Olympic Stadium, and since their unveiling two years ago they have had a number of adventures in animated form in a series of films based on a story by War Horse author Michael Morpurgo. The last of these films, Rainbow to the Games, has just started airing in more than 100 Odeon cinemas around the UK before selected films.

Wenlock and Mandeville at the Olympic Stadium (copyright LOCOG)

Author Morpurgo said, “The London 2012 Mascots were created for children in order to inspire them to choose sport and connect with the magic of the Games. I wanted to write a story full of adventure and heroism, so that children could experience the wonder of Wenlock and Mandeville as they make their journey across the UK towards the London 2012 Games, and Rainbow to the Games is the thrilling conclusion to this journey.”

The music for the 15-minute film was written by British composer Thomas Hewitt Jones, and naturally he scored it in Sibelius, before it was recorded under the baton of Barnaby Smith with the British Film Orchestra and VOCES8 at Angel Studios and Abbey Road in London. Thomas told me that it was a very exciting project, and as always, he couldn’t have done it without Sibelius.

Rainbow to the Games is playing now at selected Odeon cinemas, and is also playing on British Airways flights in and out of the UK.

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Composer John Powell in the control room (photo by Melinda Lerner)

John Powell is one of Hollywood’s most in-demand composers, his music having graced more than 50 feature films. British-born, John has called the United States his home for the past fifteen years, during which time he has scored many top films, in addition to collaborating with fellow celebrated composers Hans Zimmer and Harry Gregson-Williams. He was nominated for an Oscar in 2011 for his score to Dreamworks Animation’s How to Train Your Dragon, and among the many other animated features to which he has provided the score are Ice Age 2 and Ice Age 3, and Kung Fu Panda (with Hans Zimmer).

Powell has also worked on some of the most explosive action movies of the past several years, including all three of the Bourne movies (The Bourne Identity, The Bourne Supremacy and The Bourne Ultimatum) and duelling-assassins caper Mr and Mrs Smith. This year, Powell has scored Happy Feet 2 and Doctor Seuss’s The Lorax, and is currently working on the score for Ice Age 4: Continental Drift, which is expected to be one of the huge hits of the summer.

Photo by Melinda Lerner

Naturally, John uses Sibelius for all of his movie projects.

“Given the extraordinary lateness of which I produce the music and the immense amount of work needed by essentially a small team of orchestrators, were it not for Sibelius’ simplicity, logic, and deftness, we would not be able to make our scoring deadlines,” he says. “Sibelius 7 is easy to use.”

For more information about John Powell and to check out his filmography, visit his Wikipedia page. Doctor Seuss’s The Lorax will open in the UK on 27 July 2012 (it played in the US in March), and Ice Age 4 will also be released this coming summer.

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Introducing the new Sibelius First

April 26, 2012

We’re very pleased to announce that a new version of Sibelius’s little brother, Sibelius First, is available from today, with some great new features never before seen in music notation software (including Sibelius 7!). Sibelius First is designed for home users, students, instrumental teachers, songwriters, choir masters – anybody who needs to quickly and easily produce [...]

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Sibelius 7.1.2 update now available

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