This is perhaps a bit out-of-place in an Apogee 16x care and feeding thread--but I wanted to relate my experience with Apogee support because that is pertinent to this thread.
I upgraded from PT HD 7.1 to 7.4 because I had a project come in that was a 7.4 session and my rig would not read it properly (they did not render some elastic time tracks). Consequently, I needed to upgrade PT to 7.4.
After 7.4 was installed, PT would not recognize my Rosetta 800 and my AD-16X. Turns out that the X-HD cards in the converters needed the firmware updated also to work with PT 7.4. So, I tried to update the firmware as per Apogee's normal process (downloading a new firmware image to the X-HD cards via MIDI) but had nothing but problems--nothing seemed to work.
So, I called Apogee support and they said just send in the X-HD cards. I sent them in, and they updated the firmware in both cards, and sent them back to me WITHIN ONE DAY, sent them back FedEx NEXT DAY AIR, NO ADDITIONAL CHARGE TO ME, and I was back in business.
I must say, Apogee support is great. The support engineers were knowledgeable, friendly, easy to work with, and their turn around time wonderful. Needless to say, I will buy from Apogee again.
-Andres