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Post by schmalzy on Dec 9, 2020 23:06:34 GMT -6
I'm happy this is getting resolved, wiz.
This REALLY makes me take a hard look at whether or not I should grab that Apollo x16 I've been saving up for. I'm probably only a couple weeks out and it definitely gives me pause. There's very little else that works as smoothly at stacking interfaces and i/o as the UA stuff and that's why I moved to UA a couple years back. I've only purchased one UA plug (Auto Tune RealTime Advanced) and I use two others (the bundled SVT amp and Rat pedal) so there's no real reason to stay with them besides solid usability at 32 ins/outs.
Anyone have any suggestions for interfaces that are as solid as UA's are as you chain two or more together? Maybe I'll move back towards Focusrite. Their Red stuff looks interesting. Dante seems to be the future anyway. I can vouch for their support, too. They called me on my phone on Christmas Eve to sort out an interface hardware problem with my last interface. I expressed in my support email that I was on a tight deadline with a project and needed it resolved quickly. They called me within 24 hours.
Thanks for sharing your experiences, wiz. I'm sorry you had to be an unpaid beta tester in all of this.
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Post by Drew @ UA on Dec 10, 2020 4:33:36 GMT -6
Hi Peter, I escalated your issue to the CS lead who asked that you reply to the ticket # you gave me.
The screenshots you posted were from different agents. I understand you're frustrated and I am trying to help. So let's not focus on the past and see if we can't get things to move forward.
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Post by kcatthedog on Dec 10, 2020 4:43:06 GMT -6
Maybe, but that is why I referred to the back channel, as I doubt Drew is actually responsible for ua support in Oz ?
Tickets can be closed and opened: formally or informally ?
Just think its worth a shot ?
Main thing is getting Wix his unit back and or another ASAP ?
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Post by kcatthedog on Dec 10, 2020 4:54:19 GMT -6
I'm sorry you had to be an unpaid beta tester in all of this." ?
@ schmalzy
If a finalized production unit has gone though all QC and been in the wild for almost 3 years, curious , why do you characterize it as beta testing ?
The fact of the matter is unit's do fail. I have been up on the UA forum thread for years and problems with apollos are not very typical, although, I did read about a lot of problems with Twins in the past ?
Some of us here are part of the group that formed around Cowboy's original Apollo thread on GS that ran for years. I believe all but one are still running apollos and John too without problems, as far as I know. So, its is not apparent to me that there is some generalized problem with apollos or its not being reported on threads.
Wiz's situation is unfortunate but not certain it is typical but perhaps service is unusual in Oz: I don't know ?
Given that his unit was very young, I wondered why dhis retailer did not just take it back and give him a new one: a lot simpler than all the nonsense he has gone through.
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Post by wiz on Dec 10, 2020 4:57:42 GMT -6
My unit is here and working
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Post by wiz on Dec 10, 2020 4:58:11 GMT -6
Hi Peter, I escalated your issue to the CS lead who asked that you reply to the ticket # you gave me. The screenshots you posted were from different agents. I understand you're frustrated and I am trying to help. So let's not focus on the past and see if we can't get things to move forward. So who am I supposed to contact? As I gave you multiple tickets?
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Post by Drew @ UA on Dec 10, 2020 4:58:59 GMT -6
Reply to the ticket # you gave me.
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Post by wiz on Dec 10, 2020 5:00:40 GMT -6
Reply to the ticket # you gave me. I gave you multiple
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Post by kcatthedog on Dec 10, 2020 5:01:15 GMT -6
Wiz, that's great news: hopefully its rock solid now, what a pain but at least now you are up and running again.
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Post by Drew @ UA on Dec 10, 2020 5:01:44 GMT -6
484817
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Post by wiz on Dec 10, 2020 5:02:55 GMT -6
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Post by Drew @ UA on Dec 10, 2020 5:05:58 GMT -6
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Post by Drew @ UA on Dec 10, 2020 5:22:59 GMT -6
My unit is here and working Sorry, missed this earlier. So your unit is back, repaired and working fine?
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Post by reddirt on Dec 10, 2020 5:23:10 GMT -6
Absolutely support your last post Wiz - a proper re vamp of procedures at UA should be their 1st priority. In my books UA have always held an 'imagined' position of being above the Harman / Behringer etc corporate don't care attitude and it's a fragile feeling based on reputation /trust which these sorts of experiences diminish and which play into the hands of those who'd like to see them fall a peg or two. My studio re vamp slated for next year is to include an X8 / Luna with a new Mac; this causes me to pause so I await the outcome with baited breath as I imagine others are too. My final thoughts are that the distributor here should have loan units particularly for those who make a living from the interface; a side benefit is they'd have a keener interest in quick repairs. Cheers, Ross P.S.it's taken this long to make a decision to ultimately provide a new unit - that could and should have been done in a few working days. UAD is made in China now like Harman and Focusrite. They make better interfaces than Harman and Focusrite but it's still made in the PRC. Why not go Lynx or MOTU? Have both a Metric halo ULN2 (10 years and absolutely no issues) and a Prism Titan (5 and no issues) so if I don't buy UAD I've already got quality ; was looking to get into Luna for the no latency and a new computer etc.
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Post by wiz on Dec 10, 2020 5:47:37 GMT -6
My unit is here and working Sorry, missed this earlier. So your unit is back, repaired and working fine? Replacement unit
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Post by Drew @ UA on Dec 10, 2020 5:49:06 GMT -6
So this is a temp unit while yours is being repaired?
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Post by wiz on Dec 10, 2020 6:09:20 GMT -6
So this is a temp unit while yours is being repaired? Replaced outright....do you still want me to talk to support?
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Post by Drew @ UA on Dec 10, 2020 6:10:57 GMT -6
So you're good to go? So what is the actual issue then? What resolution are you seeking? Why am I here?
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Post by wiz on Dec 10, 2020 6:30:30 GMT -6
So you're good to go? So what is the actual issue then? What resolution are you seeking? Why am I here? Had posted earlier that I was receiving A replacement unit before you started asking me to contact support. I thought you might of been asking me to contact support because universal audio wanted to follow up the problems I had and fix the support chain but I guess that’s not the case
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Post by Drew @ UA on Dec 10, 2020 7:43:08 GMT -6
So you're good to go? So what is the actual issue then? What resolution are you seeking? Why am I here? Had posted earlier that I was receiving A replacement unit before you started asking me to contact support. I thought you might of been asking me to contact support because universal audio wanted to follow up the problems I had and fix the support chain but I guess that’s not the case Sorry, I missed that. I thought your issue was unresolved. No, it very much is the case, me escalating it will bring it to the attention of the needed people. Thanks for tagging me in the thread.
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Post by schmalzy on Dec 10, 2020 12:18:16 GMT -6
I'm sorry you had to be an unpaid beta tester in all of this." ? @ schmalzy If a finalized production unit has gone though all QC and been in the wild for almost 3 years, curious , why do you characterize it as beta testing ? [...] Wiz's situation is unfortunate but not certain it is typical but perhaps service is unusual in Oz: I don't know ? I'm referring to their support. They've still apparently not worked out the kinks in that process. My experience was pretty negative and Wiz's was much worse. I'm in the US.
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Post by kcatthedog on Dec 10, 2020 12:22:34 GMT -6
Ah, thx, given the unit was so young, it seems curious they didn’t just replace it Immediately, hopefully everything is ok now!
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Post by Johnkenn on Dec 10, 2020 12:27:50 GMT -6
So you're good to go? So what is the actual issue then? What resolution are you seeking? Why am I here?
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Post by schmalzy on Dec 10, 2020 12:42:43 GMT -6
Ah, thx, given the unit was so young, it seems curious they didn’t just replace it Immediately, hopefully everything is ok now! Exactly. This was SUCH AN EASY WIN for them and they strung him along for WEEKS. It only resolved because he was protected by Australian consumer laws and HE forced the issue and put pressure on people. In any other country without that sort of law he'd still be in the middle of being strung along and without a working unit while his funds potentially dried up because he couldn't work. They did similar to me. After a pile of "what version of [this thing] are you on?" back-and-forth emails they basically said it's not their problem. I found a weird workaround that I manually have to carry out (in their software) that forces their unit to reset whenever the problem comes up (the worst day was 20 times) and that's how I still have to work. Luckily it doesn't stop me from working completely. Just a few minutes each time the problem happens.
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Post by nick8801 on Dec 10, 2020 13:49:25 GMT -6
Man, this whole thing is shitty. As an Apollo user, I have to say it gives me pause about using one in the future. I had a friend who had an issue with his Twin. Took several weeks to resolve and I had to loan him my old Focusrite interface so he could get on with work. I do love the UA workflow and of course the plugs, but listen up UA...you could really put things over the top if you upped the customer service game a bit. I know you’re selling a bazillion interfaces right now, and you must get all kinds of amateurs calling with stupid mistakes, but there are lots of pros using your stuff out there, and when someone’s bread and butter goes down, they should be taken care of quickly and efficiently.
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